Returns & Refund Policy

At House of JH, we want you to be happy with your purchase. This policy explains your rights when returning or cancelling an order purchased through our UK store.

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

30-Day Returns Policy

For eligible non-bespoke products, we offer a 30-day return period from the date you receive your order.

Your statutory right to cancel an eligible online order applies during the first 14 days after receiving your goods. House of JH voluntarily extends the period in which eligible returns may be requested to 30 days, subject to the conditions set out below.

To request a return, contact us at info@houseofjh.co.za and provide your order number and details of the item you wish to return.

Approved returns must be sent to:

Courier Point Unit 170797, Courier Point, 13 Freeland Park, Wareham Road, Poole, BH16 6FH, United Kingdom

Please do not return an item before contacting us. For large furniture items, we may need to arrange or coordinate collection with you.

Your 14-Day Right to Cancel

If you purchase an eligible item online, by telephone or through another distance-selling method, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 calendar days of receiving the goods.

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

During this period, you may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics and functionality, similar to how you would inspect an item in a physical shop.

You do not need to keep an eligible product completely unopened in order to exercise your statutory cancellation right. However, we may make a reasonable deduction from your refund where the value of the product has been reduced by handling or use beyond what would reasonably be permitted in a shop.

Where possible, please keep and use the original packaging to protect the furniture during return transport.

Returns Between 15 and 30 Days

House of JH voluntarily allows eligible return requests for up to 30 days after delivery.

For returns requested after the statutory 14-day cancellation period, the product must:

• be unused and in a resaleable condition;
• be free from damage, marks, stains, odours or other signs of use;
• include all components, accessories and documentation supplied with it; and
• be returned in its original packaging where packaging was supplied and it is reasonably possible to do so.

We reserve the right to refuse a return under this voluntary extension where these conditions are not met.

This voluntary 30-day extension does not reduce any statutory rights you may have in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

Return Costs for Change-of-Mind Returns

Unless we agree otherwise, customers are responsible for the direct cost of returning goods where the return is due to a change of mind.

Because furniture can be large, heavy and unsuitable for normal postal services, return or collection costs may be significant.

Where House of JH arranges collection on your behalf, the applicable collection charge or estimated maximum collection cost will be disclosed to you in accordance with applicable consumer law. Where required by law, information about the cost of returning bulky goods will be provided before you place your order.

No return collection charge will apply where House of JH is legally responsible for the return costs because the goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

Bespoke, Personalised and Custom Furniture

The statutory change-of-mind cancellation right does not normally apply to goods that are genuinely made to a customer's individual specifications or are clearly personalised.

For House of JH, this may include furniture made with:

• non-standard dimensions specifically requested by you;
• structural or design modifications requested specifically for your order;
• one-off configurations outside our standard product range;
• personalised details or finishes;
• fabrics, materials or finishes specially sourced at your request and outside our normal advertised range; or
• other individual specifications created specifically for you.

An item is not automatically considered bespoke simply because it is manufactured after you place your order.

For example, choosing a standard sofa from our normal range and selecting from the standard sizes, configurations, fabrics or colours that we ordinarily offer will not, by itself, necessarily make the product bespoke for the purposes of your statutory cancellation rights.

Where a product is genuinely bespoke or personalised, we may not accept a return simply because you have changed your mind.

If production has not yet started, please contact us as soon as possible. We may agree to a cancellation at our discretion.

These exclusions do not apply where an item is faulty, damaged, misdescribed or does not conform to the agreed specification.

Damaged, Faulty or Incorrect Items

Please inspect your furniture as soon as reasonably possible after delivery.

If your order arrives damaged, appears to have a manufacturing fault, is materially different from its description or specification, or you receive the wrong item, contact us at info@houseofjh.co.za as soon as possible.

Please include your order number, a description of the issue and, where reasonably possible, photographs or video showing the problem. This helps us investigate and resolve the matter more quickly.

Failure to report damage immediately upon delivery does not remove any statutory rights you may have under UK consumer law.

Where goods are faulty, not as described, not of satisfactory quality or not fit for their intended purpose, you may be entitled to remedies under the Consumer Rights Act 2015.

These may include:

• a full refund under the short-term right to reject, normally within the first 30 days where applicable;
• a repair or replacement;
• a price reduction; or
• a final right to reject the goods where the legal requirements for that remedy are met.

Where we are responsible for faulty or non-conforming goods, House of JH will bear the reasonable costs of returning or collecting the goods.

Repairs and Replacements

Where appropriate, we may arrange to repair or replace faulty furniture.

Repairs and replacements will be carried out within a reasonable time and without causing significant inconvenience to you, in accordance with your statutory rights.

Where a repair or replacement does not resolve the issue, is impossible, or is otherwise unsuitable under applicable consumer law, you may be entitled to a price reduction or refund.

Nothing in any House of JH manufacturer's warranty limits your statutory rights.

Sale and Promotional Items

Items purchased during a sale or promotion have the same statutory consumer rights as items purchased at full price.

Clearance or final-sale products may be excluded from our voluntary 15–30 day change-of-mind returns extension where this is clearly stated before purchase.

However, this does not affect:

• your statutory cancellation rights for eligible online purchases during the applicable cancellation period; or
• your rights where a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

Where an item has been discounted specifically because of a defect that was clearly disclosed to you before purchase, you will not normally be able to make a claim based solely on that disclosed defect.

Exchanges

If you would like a different product, size, colour or configuration, please contact us.

For eligible standard products, the simplest process may be to return the original item and place a separate order for the replacement.

For bespoke or personalised products, exchanges are subject to the bespoke-product provisions above.

Any statutory rights you have in relation to faulty or non-conforming goods remain unaffected.

Refunds

Once we receive your returned goods, or where applicable receive evidence that they have been sent back, we will process any refund due without undue delay and within the time required by UK law.

For cancellations made under your statutory cancellation rights, refunds will normally be made within 14 days of the earlier of:

• the date we receive the goods back; or
• the date you provide satisfactory evidence that the goods have been returned.

Where House of JH has agreed to collect the goods, different statutory timing rules may apply.

Refunds will be made to the same payment method used for the original transaction, unless you expressly agree otherwise.

Where you validly cancel an eligible online order, we will also refund the cost of our least expensive standard delivery option.

If you selected an upgraded or more expensive delivery service, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.

We may make a reasonable deduction from a statutory cancellation refund where the value of the goods has been reduced because they were handled beyond what was reasonably necessary to inspect them.

We do not charge restocking or administrative fees for the exercise of a statutory cancellation right.

European Union Orders

If House of JH sells and delivers goods to customers located within the European Union, customers may also have mandatory consumer rights under the laws applicable in their country.

In general, eligible EU distance purchases are subject to a 14-day withdrawal period, although exceptions may apply to genuinely bespoke or personalised goods.

Where local mandatory consumer protection laws provide greater rights than this policy, those mandatory rights will apply.

Proof of Purchase

We may ask you to provide reasonable proof that the item was purchased from House of JH.

This may include an order confirmation, invoice, receipt, payment record or other suitable proof of purchase.

How to Start a Return

To request a cancellation, return, repair, replacement or refund, contact:

House of JH
Email: info@houseofjh.co.za
Return address: Courier Point Unit 170797, Courier Point, 13 Freeland Park, Wareham Road, Poole, BH16 6FH, United Kingdom

Please include:

• your name;
• order number;
• the product you are contacting us about;
• the reason for the return, where applicable; and
• photographs or videos if you are reporting damage or a fault.

We will provide the appropriate return or collection instructions after reviewing your request.

Nothing in this Returns & Refund Policy is intended to exclude, restrict or replace any statutory rights that cannot lawfully be excluded under applicable consumer protection legislation.