Refund policy

30-day return promise

If you are not completely satisfied, request a return within 30 days of delivery. Our voluntary return promise applies to items purchased from houseofprep.co.uk returned in the condition received, with their original parts and accessories. This promise is additional to your statutory rights.

Start a return

Contact us with your order number and the reason for your return. We aim to reply within one business day with instructions and a return address. Do not send items to an unconfirmed address. Keep proof of postage.

Return shipping

We cover return shipping for damaged, defective or incorrect items. For change-of-mind returns, you pay the direct return postage; we will explain the arrangements before you send the item.

Refunds

Once a return is received and checked, approved refunds are issued to the original payment method within 10 business days, or sooner where required by law. Your payment provider may take additional time to show the funds. Any refund of original delivery charges follows the statutory rules below; under our additional voluntary promise, optional upgraded delivery charges are not refunded unless the return results from our error.

Damaged, faulty or incorrect items

Contact us as soon as you notice a problem. Include a description and photos where possible so we can help arrange the appropriate replacement, repair or refund. The 30-day voluntary return window does not limit your legal rights for faulty or misdescribed goods.

12-month limited warranty

Our products carry a 12-month warranty against manufacturing defects. Normal wear, misuse and accidental damage are excluded from this additional warranty. Contact us with your order number and a description of the fault. This warranty does not replace or restrict your statutory rights.

UK statutory cancellation rights

For eligible online purchases, you can notify us that you wish to cancel within 14 days after delivery, then return the goods within a further 14 days. We refund the goods and standard outbound delivery cost within 14 days of receiving the goods back or evidence that you sent them, whichever is earlier. We may deduct for handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. You pay direct return postage for a change-of-mind cancellation; we cover it for faulty or incorrect goods.

Nothing in this policy limits mandatory consumer rights in your country. Contact us for help with a return.