Refund policy

Last updated: 9 February, 2026

30-Day Returns

At The House Life, we want you to feel confident about your purchase. If something isn’t right, we offer a clear and straightforward return process.

Return Policy Overview

Return window: You may request a return within 30 days of receiving your order.
Item condition: Items must be unused, in their original condition, and returned with the original packaging and all included accessories.
Territorial scope: This Return & Refund Policy applies to purchases in the United Kingdom.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at [email protected] with your order number. If your order has not yet been processed or shipped, we will do our best to cancel it. If the order has already been processed or shipped, cancellation may no longer be possible and you will need to follow our return process after delivery. If we cancel an order after payment has been taken, we will refund the amount paid to the original payment method.

Return Costs

Return labels are not included in the parcel by default. If your return is approved due to a defective or incorrect item, we will provide a prepaid return label in the Return Authorisation email.

We do not charge any restocking fees.

Defective or Incorrect Items

If your item arrives damaged, defective, or incorrect:

Return shipping costs are covered by us.
We will provide a shipping label.
We will arrange a suitable solution, including a replacement or refund.

Change of Mind (Customer Remorse)

If you wish to return an item because you changed your mind, ordered the wrong product, or the item does not meet your expectations:

Return shipping costs are paid by the customer.

How to Return an Item

Contact us
Email us at [email protected] with your order number and the reason for your return.
Pack your item
Securely repackage the item in its original packaging, including all accessories, tags, and documents.
Send it back
Follow the return instructions provided in the Return Authorisation email and drop off your package at the designated carrier location.

Please do not send items back without contacting us first.

Refund Process

Inspection: Once we receive your return, we will inspect the item to ensure it meets the return conditions.
Processing time: Approved refunds are processed within 7 business days after inspection.
Payment method: Refunds are issued to the original payment method. Depending on your bank or payment provider, it may take an additional 5–7 business days for the refund to appear on your account.

Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact us. Our support team will assist you with the next steps, subject to product availability.

Exchange shipping and return costs follow the same rules outlined in our Return Costs, Defective or Incorrect Items, and Change of Mind (Customer Remorse) sections. If the exchange is due to a defective or incorrect item, we will provide a prepaid return label. If the exchange is requested for change of mind, the customer is responsible for return shipping costs.

Non-Returnable Items

For safety reasons, certain items may not be eligible for return. Any non-returnable items will be clearly indicated on the product page before purchase.

Mandatory Right of Withdrawal for EU Customers Only

This section applies exclusively to customers located in the European Union (EU).
If you are a customer in the United Kingdom, the general policy above applies.
This section is included because this store is operated by an EU-based entity.

Right of Withdrawal

You have the right to withdraw from this contract within 14 days, without giving any reason.

The withdrawal period will expire 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear statement (for example, by email).

The House Life
Email: [email protected]
Phone: +44 7897 036391

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the 14-day withdrawal period has expired.

Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you without undue delay, and in any event no later than 14 days from the day on which we are informed of your decision to withdraw.

We will carry out the reimbursement using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence that you have sent back the goods, whichever is earlier.

You must send back the goods, or hand them over to us, without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal from this contract to us.
The deadline is met if you send back the goods before the 14-day period has expired.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.