Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days from the date of purchase. After 30 days we may not be able to offer a refund or exchange.

To be eligible, the item must be unused, in its original condition, and in its original packaging. A receipt or proof of purchase is required.

Please don’t send returns directly to the manufacturer.

Supplier processing and handling charges

Some products are supplied via third-party manufacturers, distributors or fulfilment partners and are ordered specifically for you once payment is received. These items often aren’t held in physical stock at our premises and are processed straight away to secure stock and book delivery.

If your order has already entered processing with a supplier or fulfilment partner, we may have committed costs that we can’t get back. These can include:

  • Supplier order charges
  • Fulfilment and handling costs
  • Pallet or distribution fees
  • Courier booking and collection charges
  • Administrative and processing costs needed to secure and dispatch the goods

If you cancel after these costs have been committed, we may deduct a Supplier Processing & Handling Charge from your refund. This reflects costs already incurred; it isn’t a penalty. It doesn’t apply to faulty, damaged or incorrectly supplied goods.

Categories that commonly carry supplier processing charges

The following categories are typically fulfilled via third-party suppliers or special order arrangements and may carry a charge if cancelled after processing has begun:

  • Flooring (laminate, SPC, LVT, engineered wood)
  • Carpets
  • Underlays
  • Flooring accessories (scotia, trims, thresholds)
  • Furniture supplied via third-party distributors
  • Special order items
  • Items not held in physical stock
  • Items shipped directly from manufacturer or distributor
  • Selected third-party fulfilment items

Where it applies, the charge can be up to 25% of the order value, depending on the costs incurred at the point of cancellation.

If you’re unsure, ring us before ordering. Many items are processed immediately to keep dispatch fast.

Partial refunds

A partial refund may be granted where:

  • The item is not in its original condition
  • The item is damaged or has missing parts that aren’t our fault
  • The item is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we’ll email you to confirm it has arrived and let you know whether the refund is approved. If it is, the refund goes back to your original method of payment within the standard processing window for that payment method.

Late or missing refunds

If you haven’t seen your refund yet:

  • Check your bank account again.
  • Contact your card provider; refund posting times can vary.
  • Contact your bank; processing delays are common.

If you’ve done all of the above and still haven’t received the refund, get in touch at support@hauserinteriors.com.

Sale items

Only full-priced items can be refunded. Sale or clearance items aren’t refundable unless they’re faulty.

Exchanges

We replace items if they’re defective or damaged. To request an exchange for the same item, email support@hauserinteriors.com, then ship the item to:

Autobase, Walsall Road, Darlaston, Wednesbury, West Midlands, WS10 9SS

Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the return value. If the order wasn’t marked as a gift, the refund goes to the original purchaser.

Return shipping

Return shipping costs are the customer’s responsibility and aren’t refundable. If you receive a refund, the cost of return shipping may be deducted from it.

For higher-value items, please use a tracked service or buy shipping insurance. We can’t guarantee receipt of returns sent without tracking.

Return address: Autobase, Walsall Road, Darlaston, Wednesbury, West Midlands, WS10 9SS.

Need help?

Phone: 020 3355 8689

Email: support@hauserinteriors.com