Return & Refund Policy

Last updated: 21 March 2026
    

Overview

We want you to be completely satisfied with your purchase. This policy sets out your rights and our obligations for returns, refunds, and exchanges across our full product range — jewellery, homeware, textiles, and furniture. Because each category has different handling requirements and, in some cases, different legal treatment, please refer to the relevant section for your product type.

In all cases, your statutory rights under the UK Consumer Rights Act 2015 and, where applicable, the UK Consumer Contracts Regulations 2013 are preserved. Nothing in this policy limits those rights.

How to Initiate a Return

To initiate a return for any product, contact us at support@hausofzaza.com before sending anything back. Include your order number, the item you wish to return, and the reason for return. We will respond within 2 business days with instructions.

We will also ask you to provide clear photographs of the item and its packaging as part of this process. This is not bureaucracy — it is our equivalent of a condition report, and it protects you as much as it protects us. Do not send items back before receiving written confirmation. Unrequested returns will not be accepted.

General Eligibility Conditions

Across all product categories, returns are accepted within 30 days of delivery, subject to the category-specific conditions below. To be eligible, items must be:

• unused and in the same condition in which they were received;
• accompanied by all original packaging, protective materials, and documentation;
• supported by proof of purchase.

Think of the original packaging as part of the product: returns that arrive without it cannot be accepted. Items returned outside the 30-day window, or without prior written approval, will be declined.

Jewellery

Our jewellery pieces are precision-finished objects whose resaleability depends entirely on their returned condition. To be eligible for return, jewellery must be unworn, unscratched, and free from any signs of contact with skin, perfume, cosmetics, or chemical exposure. We ask that you assess pieces only as you would in a retail environment — do not wear them, even briefly.

Where a returned piece shows evidence of wear, we reserve the right to decline the return or, where the diminution in value is partial, to offer a proportionate refund under UK Consumer Contracts Regulations 2013 Regulation 34(9).

Homeware Goods

Fragile homeware items — including glassware and ceramics — must be inspected carefully upon delivery. If an item arrives damaged, please refer to the Damages and Errors section below and notify us within 14 days with photographic evidence.

For change-of-mind returns, homeware items must be returned unused and in their original packaging, with all protective materials intact. Return shipping is the customer's responsibility and must be arranged using a tracked, insured service appropriate for fragile goods. We cannot accept liability for items damaged in return transit due to inadequate packaging.

Household Textiles

All textile products are shipped in sealed polybag or wrap packaging for hygiene reasons.

Once the sealed packaging has been opened, the statutory 14-day right to cancel under UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive does not apply, as the item is no longer in a sealed condition suitable for resale under Regulation 28(3)(b) of the UK Consumer Contracts Regulations 2013 and Article 16(e) of the EU Consumer Rights Directive.

If you receive a textile item and wish to return it without opening the sealed packaging, your statutory right to cancel remains intact for 14 days from the date of delivery. The item must be returned in its original, unopened, sealed packaging.

Our voluntary 30-day return window applies only to textiles returned in their original, unopened, sealed packaging. Opened textile products are not eligible for return unless faulty.

Furniture and Large Items

Made-to-order and customised pieces — furniture or homeware produced to your specification, including custom dimensions, finishes, or materials selected at the time of order — are exempt from the statutory right to cancel under UK Consumer Contracts Regulations 2013 Regulation 28(1)(b), as they are goods made to the consumer's specifications. These items are non-returnable and non-refundable except in the case of a manufacturing defect or damage in transit.

Standard (non-custom) pieces — limited-edition furniture items offered without customisation — are eligible for return within 30 days of delivery, subject to the following conditions:

• The item must be unused and in its original condition, with all packaging and protective materials intact.
• Return collection must be arranged and paid for by the customer. Given the size and weight of furniture, return shipping costs can be substantial — we recommend obtaining a courier quote before initiating a return.
• Items must be professionally packaged for return transit. We cannot accept liability for damage incurred during return shipping due to inadequate packaging.

Where a returned furniture item shows signs of use, assembly, or damage beyond that present at delivery, we reserve the right to make a deduction from the refund proportionate to the diminution in value.

For faulty or damaged furniture, we will arrange and cover the cost of collection as part of the resolution process — see Damages and Errors below.

Made-to-Order and Customised Items

Any item produced to your specification or clearly personalised — including custom furniture, bespoke finishes, or personalised engravings — cannot be returned or exchanged unless it arrives faulty or damaged. This applies regardless of product category. Where a product listing indicates that a piece is made-to-order, this will be clearly stated at the point of purchase.

Damages and Errors

Please inspect your order carefully upon receipt. If your item arrives defective, damaged in transit, or is not what you ordered, contact us as soon as reasonably practicable — and in any event within 14 days of delivery — at support@hausofzaza.com, with photographic evidence of the damage or error.

Early notification helps us raise a carrier claim on your behalf. However, nothing in this section limits your statutory rights under the UK Consumer Rights Act 2015, including the right to reject a faulty item within 30 days of delivery or to request repair or replacement within six months.

In all confirmed cases of damage, defect, or error: we will cover return shipping or collection costs and resolve the issue promptly — whether through replacement, exchange, or full refund.

Non-Returnable Items

The following items cannot be returned under any circumstances:

• Made-to-order or customised products (except where faulty or damaged — see above)
• Textile items whose sealed packaging has been opened
• Jewellery showing signs of wear, skin contact, perfume, cosmetics, or chemical exposure
• Items returned without original packaging
• Items returned outside the 30-day window without prior written agreement
• Sale items and gift cards

If you are unsure whether your item is eligible for return, contact us before sending anything back.

Partial Refunds

Where an item is returned in a condition that does not fully meet eligibility criteria — for example, where minor signs of handling are present — we reserve the right to offer a partial refund proportionate to the diminution in value, or to return the item to the customer at their cost after notifying them of our assessment.

Exchanges

The most efficient way to exchange an item is to return your original purchase (once approved) and place a new order separately. This ensures you are not waiting on our processing timeline to secure the item you want.

UK and EU Customers — 14-Day Statutory Right to Cancel

If you are based in the United Kingdom or European Union, you have the statutory right to cancel your order within 14 days of receiving it, without providing a reason — under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive respectively. The following exceptions apply:

• Made-to-order and customised items are exempt from this right under CCR 2013 Regulation 28(1)(b).
• Sealed textile products whose packaging has been opened are exempt under CCR 2013 Regulation 28(3)(b).
• For all other items, the right to cancel applies, subject to a deduction for any diminution in value caused by handling beyond what is necessary to assess the goods.

To exercise your right to cancel, contact us at support@hausofzaza.com within 14 days of delivery. Return shipping costs under this statutory right are the customer's responsibility unless the item is faulty.

Refunds

Once we have received, inspected, and approved your return, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 10 business days of that approval. Please allow additional time for your bank or card provider to process the transaction.

If 15 business days have passed since your refund was approved and you have not received it, contact us at support@hausofzaza.com.