HOUSE OF JOINERY

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Refund and Returns Policy

‌Effective Date: September 13, 2026‌

This Return and Refund Policy governs the terms for all product purchases made through HOUSE OF JOINERY LTD’s official e-commerce website www.housejoinery.com. Our brand is built on delivering practical, durable kitchen tools designed to streamline every home cook’s daily workflow, and this policy is crafted to ensure fairness, clarity, and mutual respect between our team and all valued customers. By placing an order on our website, you confirm that you have read, understood, and fully agreed to all terms laid out in this document. Please review this policy carefully before completing your purchase, as it outlines your rights and obligations regarding product returns and requests for compensation.

1. Core Ground Rule: No Pure Refund Requests Accepted

We explicitly emphasize that ‌unqualified, merchandise-only refund requests with no return of the original purchased product are strictly not permitted under any normal circumstances‌. We uphold this rule consistently for all customers to maintain fair operational costs that let us keep our high-quality kitchen gear priced accessibly for every home cook. A request for refund will only be processed if you complete the full product return procedure outlined in this policy, and your returned item has passed our full inspection verification. We will not issue any partial or full monetary refund to you before we receive, inspect, and confirm your returned product meets all our return eligibility requirements. No exceptions will be made for pure refund requests submitted due to personal preference changes, ordering errors you made, or situations where you choose to keep the product while asking for full or partial cash compensation.

2. Return Eligibility Criteria

You are eligible to initiate a valid product return only if all the following requirements are met:

  1. You submit your return application within 30 calendar days from the date you successfully signed for the delivered order. All return requests sent after this 30-day window will not be approved.
  2. The product you plan to return is in unused, unmodified, and original resalable condition, with all original factory tags, packaging, accessories, and complimentary items that came with your order fully intact.
  3. The product has not been damaged by improper use, accidental drops, misuse, unauthorized repair attempts, or exposure to conditions outside the product’s designed usage scope (such as putting non-dishwasher-safe items in high-heat dishwashers).
  4. You provide the original order number, purchase confirmation email, and clear photo evidence of the product defect or issue that motivates your return application when you submit your request to our support team.

The following items are not eligible for return: custom engraved or personalized kitchen tools you ordered with custom specifications, hygiene-focused silicone sealer clips that have been unsealed and used, and clearance final-sale products clearly marked as non-returnable on their respective product pages.

3. Step-by-Step Return Process

  1. Before you send any item back to our warehouse, you must first contact our customer support team via email at cloub@housejoinery.com to submit your return request. Our team will review your submission and send you a formal approved return authorization number and our designated return shipping address within 3 business days. Returns sent to any address other than our official authorized return location, or submitted without a valid return authorization number, will not be processed, and we will not be responsible for lost or misdelivered parcels in these cases.
  2. You are responsible for covering all return shipping costs unless the product you received has confirmed factory manufacturing defects, or we sent you the completely wrong item that does not match your original order. Shipping fees paid for your original order are non-refundable under all circumstances.
  3. Pack the item securely in its original packaging to avoid transit damage during the return delivery, and clearly write your assigned return authorization number on the outer side of the shipping parcel. Send the parcel to our provided address, and share the new tracking number with our support team once you have dropped it off with the courier.
  4. Once our warehouse team receives your returned item, we will conduct a full, detailed inspection within 5 business days to confirm it meets all return eligibility rules we outlined above. We will notify you via email once this inspection process is completed.

4. Approved Post-Return Remedy Options

Since pure standalone refunds with no product return are not allowed, once your return is fully approved after inspection, you will be offered two fair remedy options to choose from, instead of an immediate direct cash refund:

  1. ‌Equal-value Store Credit‌: You can opt to receive 100% of your original purchase amount as non-expiring store credit that can be used on any product across our full catalog of kitchen tools on www.housejoinery.com. This store credit has no hidden fees, no minimum spending requirement, and you can apply it to any future order of cutting boards, food clips, peelers, or fridge organization products at your convenience.
  2. ‌Free Product Exchange‌: You can choose to exchange your returned item for an identical brand-new replacement unit, or swap it for another HOUSE OF JOINERY kitchen product of the same or equivalent value. We will cover all standard shipping costs for sending your exchanged item out to you.

Only in extremely rare cases where a product is confirmed to have irreversible, severe manufacturing defects, and no equivalent replacement product or suitable store credit option can meet your needs, will our senior management team review an exceptional refund case manually. Even in these very limited scenarios, we will still require you to return the defective item to us before any refund is issued, and the final decision for approval rests fully at the discretion of HOUSE OF JOINERY LTD.

5. Contact Information

If you have any questions, clarifications, or concerns about our Return and Refund Policy, you can reach our customer support team at any time via:

  • Email: cloub@housejoinery.com
  • Physical Address: Office 1.01, 411 Oxford Street, London, W1C 2PE
  • Phone: +44 7553 875034