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Refund policy
Effective Date: 12 December 2025
14-Day Returns
You have 14 days from the date you receive your item to request a return.
To be eligible for a return, items must be:
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Unopened, unused and in the same condition as received
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Returned with all original packaging and accessories
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Accompanied by a receipt or proof of purchase
To initiate a return, please contact us at Support@packhaus.co.uk
Returns must be authorised before being sent back.
Return Address
Once your return request has been approved, our customer service team will provide the appropriate return address based on your order and location.
Return Shipping Costs
If you are returning an item under your 14-day cancellation rights, you are responsible for the return shipping costs.
If your item is defective, damaged, or incorrect, Packhaus Group Ltd will cover the return shipping costs.
Damaged or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately at Support@packhaus.co.uk
We may request photographic evidence to help resolve the issue promptly.
Non-Returnable Items
The following items are not eligible for return:
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Custom or personalised furniture
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Items that have been assembled or installed
If you are unsure whether your item is eligible for return, please contact our customer service team before submitting a request.
Exchanges
If you wish to exchange an item, please return the original item in accordance with this policy and place a new order for the replacement item.
European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days without providing a reason, in accordance with EU consumer protection regulations.
Items must be returned in the condition described above unless otherwise permitted by applicable law.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval of your refund.
Approved refunds will be processed within 10 business days, and the funds will be returned to your original payment method. Please note that it may take additional time for your bank or card provider to complete the transaction.
If more than 15 business days have passed since approval, please contact us at Support@packhaus.co.uk
Contact Information
For returns or refund enquiries:
Packhaus Group Ltd
Suite A, 82 James Carter Road
Mildenhall, Suffolk
IP28 7DE
United Kingdom