Refund policy

 

Returns & Cancellations Policy

We offer a 30-day returns policy, which means you have 30 days after receiving your item to request a return.

If your order has not yet been fulfilled, you may instead request to cancel the relevant item or items through your House of Russo customer account.

Nothing in this policy affects your statutory rights.

Cancelling an Order Before Fulfilment

You may request cancellation of an item while it remains unfulfilled.

A cancellation request does not automatically cancel your order. Because orders may be processed by our warehouse, fulfilment partners or other members of our supply chain, we must confirm that the item can still be stopped before approving the cancellation.

Please do not assume that your order has been cancelled until you receive confirmation from us.

If an item is fulfilled before we are able to stop it, we may be unable to approve the cancellation request. Once an item has been fulfilled, it becomes eligible for the return process instead, subject to this policy.

How to Request a Cancellation

To request cancellation of an unfulfilled item:

  1. Go to the House of Russo customer account at account.houseofrusso.com.

  2. Enter the email address associated with your order and select Continue.

  3. Open the email sent by House of Russo and copy the six-digit verification code.

  4. Return to your customer account and enter the verification code.

  5. Open the relevant order.

  6. Select Cancel items or Cancel or return, depending on the options displayed for your order.

  7. Select the item or items you wish to cancel.

  8. Complete any requested information and submit your cancellation request.

You will receive confirmation that your request has been submitted.

We will then check the request with our supply chain and confirm whether the cancellation has been approved.

Submitting a cancellation request does not guarantee that an order can be stopped.

If we approve the cancellation, the relevant refund will be issued to your original payment method.

If we cannot stop the item because it has already entered or completed the fulfilment process, the cancellation may be declined. Once the item has been delivered, you may request a return in accordance with the 30-day returns policy below.

How to Request a Return

Once an item has been fulfilled, you should use the return process rather than the cancellation process.

To request a return:

  1. Go to the House of Russo customer account at account.houseofrusso.com.

  2. Enter the email address associated with your order and select Continue.

  3. Open the email sent by House of Russo and copy the six-digit verification code.

  4. Return to your customer account and enter the verification code.

  5. Open the order containing the item you wish to return.

  6. Select Return items, Cancel or return, or Request return, depending on the option displayed for your order.

  7. If your order contains more than one item, select the item or items you wish to return.

  8. Select the appropriate return reason.

  9. Add any relevant information or notes that will help us review your request.

  10. Submit your return request.

Once submitted, your request will be reviewed to confirm that it meets the requirements of this policy.

If your return is approved, you will receive an email containing the appropriate return instructions. Where applicable, this may include a return shipping label or collection instructions.

Do not send an item back until your return request has been approved and you have received the correct return instructions.

Different products may need to be returned to different locations. Sending an item to an incorrect or unauthorised address may result in additional costs or delays.

If you are unable to access your customer 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.

Where we arrange a return shipping label or collection on your behalf, the applicable return cost may be deducted from your refund.

Return costs vary depending on the size, weight, location and handling requirements of the product. Where applicable, the cost will be confirmed as part of the return process.

If you arrange your own return following our approval, you are responsible for the direct return cost and for ensuring that the goods are returned safely to the address we provide.

We will cover reasonable return costs where an item is confirmed to be faulty, damaged, incorrect or misdescribed.

Nothing in this section affects any statutory obligation we may have regarding return costs.

Your Statutory Right to Cancel

For qualifying online purchases, UK consumers normally have a statutory right under the Consumer Contracts Regulations 2013 to cancel the contract without giving a reason.

The statutory cancellation period normally ends 14 days after the day on which you, or a person nominated by you, receives the goods.

This statutory right is separate from the Shopify cancellation-request function described above.

Before Fulfilment

If the item has not yet been fulfilled, you should exercise this right by submitting a cancellation request through your House of Russo customer account.

After Fulfilment or Dispatch

If the item has already been fulfilled or dispatched, the cancellation option may no longer be displayed in your customer account.

You can still notify us that you wish to exercise your statutory right to cancel by:

  • submitting a return request through your House of Russo customer account; or

  • contacting support@houseofrusso.com with your order number and a clear statement that you wish to cancel.

You do not need to provide a reason for exercising your statutory right to cancel.

After notifying us of a statutory cancellation, you must normally return the goods within a further 14 days.

Unless we are required by law to cover the cost, you are responsible for the direct cost of returning unwanted goods where you were informed of this responsibility before purchase.

Where you cancel your entire qualifying order within the statutory cancellation period, we will also refund the cost of our least expensive standard delivery option.

If you selected a more expensive express, timed or enhanced delivery service, the additional amount paid above the cost of standard delivery will not normally be refunded.

Returns Between 15 and 30 Days

In addition to your statutory rights, House of Russo offers a voluntary returns period allowing you to request a return up to 30 days after receiving your item.

For a change-of-mind return made outside the statutory cancellation period:

  • the item must be unused and uninstalled;

  • the item must be complete and in a resalable condition;

  • all components, accessories, fixings and instructions must be included;

  • the original packaging should be included where reasonably possible;

  • you are responsible for the return cost; and

  • the original delivery charge will not be refunded.

We may make a reasonable deduction where an item is incomplete, damaged, excessively handled or otherwise returned in a condition that reduces its value.

Return Conditions

Items sold as multipacks, sets or kits should be returned in full unless we agree otherwise.

For returns under our voluntary returns policy, items that have been installed, connected, cut, drilled, painted, modified or otherwise altered cannot normally be accepted as unwanted or unsuitable returns.

During the statutory cancellation period, you may inspect an item in the same way that you would reasonably be able to inspect it in a shop.

Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and function, we may make a deduction from the refund to reflect any resulting reduction in value, where permitted by law.

These conditions do not affect your rights where an item is faulty, damaged, incorrect or misdescribed.

Damaged, Incorrect or Missing Items

Please inspect your order as soon as reasonably possible after delivery and before installation.

Submit a return request 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 the matter with our warehouse, supplier or 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 where possible showing:

  • the item;

  • the problem or damage;

  • the packaging; and

  • the shipping label.

Do not install a visibly damaged, incomplete or incorrect item.

Exceptions and Non-Returnable Items

Certain products may be excluded from change-of-mind returns where permitted by law.

Unless faulty, damaged, incorrect or misdescribed, this may include:

  • bespoke, personalised or specially manufactured items;

  • items made to your specifications;

  • items that have been installed or used beyond what is permitted under your statutory rights;

  • items that have been cut, drilled, painted or modified;

  • incomplete multipacks, sets or kits;

  • items damaged after delivery;

  • gift cards; and

  • sealed hygiene-sensitive products once unsealed, where the statutory exemption applies.

Sale and clearance items retain the same statutory rights as full-price items.

Nothing in this section excludes or restricts any right that cannot legally be excluded.

Exchanges

We do not process direct exchanges through our returns service.

The fastest way to obtain a different product is normally to return the item you have and, once appropriate, place a separate order for the replacement item.

Refunds

Once your returned goods have been received, they will be inspected.

We will notify you when the inspection is complete and confirm the outcome of your refund.

Approved refunds will be issued to the original payment method.

For returns made under our voluntary returns policy, the refund may be reduced by:

  • an agreed return or collection cost;

  • any reasonable reduction reflecting diminished value;

  • the value of missing components; and

  • other reasonable costs arising from the goods being returned outside the conditions of our voluntary returns 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, subject to the applicable law.

Once a refund has been processed by us, your bank, card issuer or payment provider may require additional time to credit the funds to your account.

If more than 15 business days have passed since we confirmed that your refund has been processed, please contact support@houseofrusso.com.

Contact

Return and cancellation requests should normally be made through your House of Russo customer account:

account.houseofrusso.com

For assistance:

House of Russo Limited
support@houseofrusso.com