Refund policy
Return & Cancellation Policy
At Houthakker, each product is meticulously crafted to order, ensuring that every piece is tailored to your unique preferences. Due to the personalized nature of our products, we have specific guidelines regarding cancellations, returns, and refunds.
Can I Cancel or Return My Order?
Made to Order Pieces: All our products are custom-made specifically for you. Therefore, these items cannot be returned or refunded, except in cases where they are found to have a manufacturer’s defect. To help ensure your selection perfectly aligns with your vision, we strongly recommend ordering a refundable sample before placing your order.
Cancellation Policy: You have a 24-hour grace period from the time of order receipt to request a cancellation or make changes to your order. After this 24-hour window, your custom order cannot be canceled, refunded, or returned.
Manufacturer Defects
We take great care to ensure the quality of our products. However, if you encounter any issues related to the manufacturing process, please notify our Customer Experience Team. We will either replace the item or arrange for a repair at no additional cost to you.
Rope Seats Warranty
Our rope-seated furniture is crafted with precision and care. We offer a specific warranty to address any concerns you may have regarding the rope components of your furniture.
What the Warranty Covers:
• Manufacturing Defects: Any defects in materials or workmanship related to the rope seating under normal use conditions.
• Bad Workmanship: Issues arising from the assembly or installation of the rope during production.
What the Warranty Does Not Cover:
• Wear and Tear: Natural degradation of the rope due to regular use over time.
• Misuse or Accidents: Damage resulting from misuse, abuse, accidents, or improper maintenance.
• Commercial Use: Any wear, damage, or accidents occurring in a restaurant or trade environment beyond normal expectations.
Lifetime Support:
• Assistance with Repairs: We offer lifetime support to assist you in fixing or replacing the rope. While we provide guidance and support, the cost of shipping and the rope material will be the customer’s responsibility.
• Transition to Upholstered Seats: If you are dissatisfied with the rope seating, we can assist you in transitioning to upholstered seats. This service is available at the buyer’s expense, including all materials and associated costs.
Damaged Items
All furniture is thoroughly inspected before shipment, but we understand that damages can occur. Please inspect your items upon receipt and note any damages at the time of delivery. If a defect is discovered or delivery is refused due to damage, contact our Customer Experience Team immediately.
Size-Related Refusals
Furniture that is refused due to size considerations will only be eligible for exchange for store credit. Non-damage or defect-related refusals will be subject to a 15% restocking fee, along with any return shipping fees, and will be refunded as store credit less the original shipping and handling fees.
Final Sale
All made-to-order and custom pieces are considered final sale and are not eligible for returns or refunds beyond the terms outlined above.
Important Notes
Bath Caddies: Our bath caddies are sealed and protected against steam and water drops. However, if the bath caddy is exposed to large amounts of water (for instance, falling into the tub) or if a wet container is left overnight on the caddy, we are not responsible for watermarks.
Wood Variations: Please note that wood is a natural product. Therefore, slight markings and color or pattern variations may occur. We will not accept returns for natural variations. If we are unable to source the exact wood for your order, we will notify you via email before dispatch and will attempt to provide the closest possible substitute.
Sample Recommendation: We strongly recommend ordering a refundable sample to ensure that your selected product meets your expectations before finalizing your purchase. Please review the lead time for your product, as stated on the product page, before completing your order.
How To Return An Item
If you believe you have received an incorrect or defective item, you may return it under the following conditions:
Eligibility: Your item must be in its original, unused condition to be returned unless there is a manufacturer defect. You must return the item within one week of receiving your parcel.
Return Process: Please email us at shop@houthakker.store to request an exchange, and we will address the issue as quickly and effectively as possible. We will arrange for the collection of the item at your address.
Inspection: Upon arrival of the returned item, we will assess and inspect its condition. If approved, we will process your refund or exchange.
Return Exceptions
Due to the personalized nature of our products, returns are generally not accepted unless you have received the incorrect product or the product is severely damaged upon arrival.
Products that have been worn, used, or altered will not be accepted for exchange.
Additional non-returnable items include gift cards and unwanted gifts.
Return Fee
The customer is responsible for the courier costs when a return/exchange is logged. This amount will be deducted from your refund.
If you have any questions or need further clarification on our policies, please do not hesitate to contact our Customer Experience Team. We are here to assist you and ensure your satisfaction with our products.