Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Nothing in this policy affects your statutory rights.
How to Request a Return
To request a return:
- Go to account.houseofrusso.com.
- Enter the email address associated with your order.
- Follow the security instructions sent to your email inbox.
- Open the relevant order.
- Select “Request return”.
- Select the item or items you wish to return.
- Select the reason for your return.
- Select “Request return” to submit your request.
Once submitted, your request will be reviewed to confirm that it meets the requirements of this policy. If your return is accepted, we will then provide the appropriate return instructions and return address.
Different products may need to be returned to different locations. You must therefore wait for us to confirm the correct address before sending anything back.
Sending an item to an incorrect or unauthorised address may result in additional costs and delays.
If you are unable to access your account, contact us at support@houseofrusso.com and include your order number.
Return Costs
We do not offer free returns for unwanted or unsuitable items.
The cost of returning an item will be deducted from your refund where we arrange the return or collection. This cost is calculated when your return request is reviewed because the size, weight and handling requirements of our products vary.
We will cover reasonable return costs where an item is confirmed to be faulty, damaged, incorrect or misdescribed.
Return Conditions
To qualify for a change-of-mind return:
- the return must be requested within 30 days of delivery;
- the item must be unused and uninstalled;
- the item must be in the same condition in which it was received;
- all components, accessories, fixings and instructions must be included;
- the original packaging should be included where reasonably possible; and
- you must provide your order number or other proof of purchase.
Items sold as multipacks, sets or kits must be returned in full. We cannot accept partial returns of packs, sets or kits unless agreed otherwise.
You may inspect an item as you would reasonably be able to inspect it in a shop. We may reduce your refund where an item has been handled beyond what was reasonably necessary to establish its nature, characteristics and function.
Items that have been installed, connected, cut, drilled, painted, modified or otherwise altered cannot normally be returned because they are unwanted or unsuitable.
This does not affect your rights where an item is faulty, damaged, incorrect or misdescribed.
Cancelling an Order
Under the Consumer Contracts Regulations 2013, UK consumers normally have the right to cancel a qualifying online order within 14 days of receiving it.
You do not need to provide a reason for cancelling.
To cancel, submit a return request through your House of Russo account or email support@houseofrusso.com with your name, order number and a clear statement that you wish to cancel.
After notifying us, you must return the item within a further 14 days.
If your order has not yet been dispatched, we will try to stop it before shipment. We cannot guarantee that an order can be cancelled once it has entered the dispatch process.
Unless the item is faulty, damaged, incorrect or misdescribed, you are responsible for the direct cost of returning it.
Where you cancel your entire order within the statutory cancellation period, we will refund the cost of our least expensive standard delivery option. Any additional amount paid for express, timed or enhanced delivery will not be refunded.
Returns Between 15 and 30 Days
Our voluntary returns policy allows you to request a return between 15 and 30 days after delivery.
During this period:
- the item must be unused, uninstalled, complete and in a resalable condition;
- you are responsible for the return cost;
- the original delivery charge will not be refunded; and
- we may make a reasonable deduction for missing parts, damaged packaging, excessive handling or any reduction in the item’s value.
Damaged, Incorrect or Missing Items
Please inspect your order as soon as possible after delivery and before installation.
Contact us promptly if an item:
- arrives damaged;
- is incorrect;
- is incomplete;
- has missing components; or
- has visible signs of a fault.
Where reasonably possible, damaged, incorrect or incomplete deliveries should be reported within 14 days of receipt. Reporting an issue promptly helps us investigate it with the carrier and resolve it more quickly.
Failure to report an issue within 14 days does not remove your statutory rights.
When submitting your request, please provide clear photographs of the item, the issue, the packaging and the shipping label.
Do not install a visibly damaged, incomplete or incorrect item.
Exceptions / Non-Returnable Items
Unless faulty, damaged, incorrect or misdescribed, we cannot accept returns of:
- bespoke, personalised or specially manufactured items;
- items made to your specifications;
- installed or used items;
- items that have been cut, drilled, painted or modified;
- incomplete multipacks, sets or kits;
- items damaged after delivery;
- gift cards; or
- sealed hygiene-sensitive products once unsealed, where applicable.
Sale items retain the same statutory rights as full-price items and may be returned under this policy unless they were clearly identified as non-returnable clearance items before purchase.
Exchanges
We do not process direct exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Once your return has been received, it will be inspected.
We will notify you when the inspection is complete and confirm whether your refund has been approved. Approved refunds will be issued to the original payment method.
For change-of-mind returns, the refund may be reduced by:
- the return or collection cost;
- any reasonable reduction for diminished value;
- the value of missing components; and
- any other reasonable costs caused by the item being returned outside the conditions of this policy.
For statutory cancellations, refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever occurs first.
Once processed, your bank, card issuer or payment provider may take additional time to credit the refund to your account.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@houseofrusso.com.
Contact
Return requests should be made through your House of Russo account: account.houseofrusso.com.
For assistance, contact:
House of Russo Limited
support@houseofrusso.com