Shipping policy

Housenfriends — Shipping & Returns Policy

Effective date: 23 September 2025

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1. Scope of application

This policy applies to all rug products purchased through the Housenfriends online platform, for customers in the United Kingdom (UK) and the European Union (EU).

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2. Processing & Delivery

2.1 Processing

• Orders begin processing within 1–3 business days after payment confirmation.

2.2 Delivery

• Items are shipped via our logistics partners.

• Estimated delivery: 14–25 business days.

• Shipping fees: Orders over £79 (UK) or €99 (EU) qualify for free delivery. Orders below this threshold incur standard shipping charges: £7.99 (UK) or €9.99 (EU).

2.3 Tracking

• You’ll receive a confirmation email with tracking details after dispatch. Track your shipment directly via this link.
  

2.4 Failed delivery

• Ensure someone is available at the delivery address.

• If multiple delivery attempts fail and the order is returned, the actual return shipping fee charged by the carrier will be deducted from any refund.

• The precise amount will be listed in your refund notification.
  
  
  

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3. Returns

3.1 Cooling-off period / No-fault returns (30 days)

Scope:

• Standard items (non-customised) sold on the website.

Notification period:

• Within 30 days of receiving the goods.

Condition for return:

• Items must be unused, in original condition, with all packaging and labels intact.

• Reasonable inspection is allowed (see Section 3.4).

Cost responsibility / Refund examples:

Notes:

• Refunds are based on actual amount paid (after discounts/coupons).

• Original shipping charges are not refunded if paid.

• Return shipping is paid by the customer.

Return fee tiers (based on rolled length):

• Small (≤ 60 cm): £15

• Medium (61–100 cm): £15

• Large (101–140 cm): £20

• X-Large (141–160 cm): £25

Measurement note:

• Fees are based on rolled length (shorter side when rolled for transport, including packaging).

• Additional charges may apply if packaging substantially increases size/weight.
  
  
  

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3.2 Wrong, damaged, or defective items

Applicable situations:

• Functional defects, visible damage, major discrepancy with description, or wrong item sent.

Timeframe:

• Contact us within 7 days of delivery with photos and description for fastest handling.

• Reports after 7 days are still covered under statutory rights.

Packaging damage:

• Minor external packaging damage with item intact: not treated as defect.

• If packaging damage affects the item itself, report within 7 days with photos/videos.

Refunds & responsibility:

• Housenfriends covers return shipping and refunds the actual amount paid once items are inspected.
  
  
  

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3.3 Made-to-Order / Customised products

Definition:

• Items produced to customer specifications and marked “custom / non-returnable.”

Cooling-off:

• Excluded from the 30-day no-fault return policy.

Retained rights:

• Custom products are covered by statutory and supplier quality guarantees.

• Defective or damaged items in transit will be refunded or replaced, including return shipping.
  
  
  

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3.4 Special rug requirements

Hygiene standards:

• Returns must meet hygiene requirements.

• Items showing excessive use, pet contamination, stains, liquid damage, or other non-resalable conditions may result in a partial refund, based on the loss of value.

• In extreme cases where the item cannot be resold at all, the return may be refused.

• Customers may perform reasonable inspection (open packaging, check item). Prolonged installation or excessive use can affect the refund.

Packaging requirements:

• Keep original packaging, labels, and accessories/manuals.

• Repackage as close to original as possible.

• Avoid folding or compressing in a way that could permanently deform the rug.
  
  
  

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3.5 Return process

1. Submit request: Contact customer service with photos, order info, and return type (no-fault / quality issue).

2. Get authorisation: Wait for return instructions and address. Please note that unauthorised returns may take longer to process.

3. Send item back: Follow instructions and retain proof of postage/tracking.

4. Inspection & refund: 

   Once the item is received, inspection takes place. Refunds are usually processed within 5–15 business days after we receive and inspect the returned item. Any deductions will be explained in your refund notification.

   
   

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3.6 Alternative solutions

• With your consent, Housenfriends may offer vouchers, store credit, or partial refund.

• These are voluntary and cannot replace statutory refund rights.
  
  
  

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3.7 Final Sale Items

Certain products may be designated as Final Sale. These items cannot be returned or exchanged for change of mind.

• This applies to specific collections or limited-time offers, and will be clearly marked at the point of purchase.

• Final Sale items remain covered by statutory and quality rights: if a product is defective, damaged in transit, or sent incorrectly, you are entitled to a refund or replacement, including return shipping.

Note: Currently, Housenfriends does not have any Final Sale products. This section is in place for future products that may be marked as Final Sale.

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4. Special terms for EU customers

4.1 Unified rights

• 30-day voluntary withdrawal applies across EU member states.

• Digital receipts are equivalent to paper receipts.

• Customers may communicate in local languages where feasible.

4.2 Dispute resolution

• EU Online Dispute Resolution (ODR): https://ec.europa.eu/consumers/odr/
  
  
  

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5. Non-returnable situations

5.1 Explicit exclusions

• Items beyond 30-day no-fault return (quality issues excluded)

• Custom / made-to-order products (unless defective)

• Items damaged by misuse or abuse

• Items showing use beyond reasonable inspection may receive a partial refund

• Missing packaging or accessories affecting resale

5.2 Cost deduction scenarios

• Multiple failed delivery attempts: refund less actual return shipping

• Improper packaging causing secondary damage: refund may be reduced

• Returns after agreed deadlines without prior agreement: return rights may be refused
  
  
  

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6. Quality guarantee

6.1 Commitment

• Eco-certified materials where specified

• Production quality controls in place

• Each rug inspected prior to dispatch

6.2 Quick response

• Report quality issues within 7 days for fastest handling

• Confirmed quality issues: full refund including original shipping; Housenfriends covers return shipping
  
  
  

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7. Contact information

• Customer service: hello@housenfriends.com or see website “Contact Us / Customer Support”

• Return address: provided upon authorisation

• Website: www.housenfriends.com
  
  
  

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8. Legal statement

• Governed by UK law, complies with Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and EU Directive 2011/83/EU

• Disputes: friendly negotiation first; UK customers can go to courts, EU customers may use ODR
  
  
  

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9. Additional notes

• Standard policy, prioritises customer experience

• Exceptional cases handled individually

• Policy updates: major changes communicated in advance; latest version on website
  

FAQs

Q: Do you offer free delivery?

Orders over £79 (UK) or €99 (EU) enjoy free shipping. For orders below this threshold, standard shipping applies: £7.99 (UK) or €9.99 (EU).

Q: What if the rug doesn’t feel right in my space?

We want you to love your rug. If it doesn’t feel right, you can return it within 30 days of receipt under our no-fault return policy. The rug must be unused, in its original condition, with all packaging and labels intact.

Q: Do you cover return shipping?

• No-fault returns (change of mind): Return shipping is paid by the customer. The cost depends on the size of the rug, and the customer is responsible for arranging and purchasing the return label.

• Defective, damaged, or wrong items: We cover return shipping, provide a prepaid return label, and refund the full amount paid once the item is inspected.

Q: Are all items returnable?

Most standard rugs can be returned if they’re unused and in original condition.

Final Sale or custom/made-to-order items cannot be returned for change of mind.
However, if an item is defective, damaged, or wrongly sent, it is always covered under our quality and statutory rights — we’ll provide a full refund or replacement, including return shipping.

If you’re unsure about a particular item, just contact us before ordering.

Q: What if something arrives damaged?

If your rug arrives damaged, defective, or incorrect, please contact us at hello@housenfriends.com within 7 days of delivery, including photos and a short description. We will cover return shipping and refund the full amount paid once the item is inspected.