Returns & Refunds Policy

At House of Hades, we want you to be happy with your purchase. Please read our policy below to understand your rights regarding returns, exchanges and refunds.

Returns

For eligible non-personalised items purchased online, you have 14 days after the day on which you, or a person nominated by you, receives the goods to notify us that you wish to cancel your purchase. Where an order is delivered in multiple instalments, the cancellation period generally runs from receipt of the final item.

You then have a further 14 days after notifying us to return the goods.

Items should be returned in the same condition in which they were received, unworn and unused where possible, with tags and original packaging where applicable.

You may inspect items as you would in a shop. However, we reserve the right to make a deduction from your refund if handling beyond what is necessary to establish the nature, characteristics and functioning of the goods has reduced their value.

Original packaging is encouraged but is not a condition of exercising your statutory right to cancel.

This does not affect your statutory rights in relation to faulty, damaged or misdescribed goods.

Return Shipping

For change-of-mind returns, customers are responsible for the direct cost of returning goods.

We offer an optional prepaid return shipping label for a flat fee of £3.95, which will be deducted from your refund if you choose to use this service.

If you arrange your own return postage, no £3.95 label charge will be deducted. You remain responsible for the cost of your chosen return service.

We do not charge a restocking fee.

Where goods are faulty, damaged, incorrect or not as described, we will cover reasonable return shipping costs where required by law.

To arrange a return, please contact us at customerservice@houseofhades.uk or submit a return request through your customer account.

Customers exercising their statutory right to cancel need only notify us of their decision within the cancellation period. Our approval is not required for a valid statutory cancellation.

Please return goods to:

House of Hades Ltd
Studio 309, 3 Edgar Buildings
George Street
Bath
BA1 2FJ
United Kingdom

We recommend obtaining proof of postage and using a tracked delivery service when arranging your own return.

Damages and Issues

Please inspect your order as soon as it arrives.

If an item is defective, damaged, incorrectly engraved, not as described, or you have received the wrong item, please contact us at customerservice@houseofhades.uk so that we can investigate and arrange an appropriate resolution.

Where appropriate, we may request photographs or further information to help assess the issue.

Your statutory rights are not dependent on reporting a fault immediately after delivery, and nothing in this policy limits those rights.

Exceptions / Non-Returnable Items

Personalised or custom-made items, including engraved pendants, are not eligible for change-of-mind returns where they have been made to your specifications or clearly personalised.

Please check all engraving details carefully before placing your order, including spelling, punctuation, contact details, font selection and placement.

Where engraving accurately reflects the instructions provided by the customer, an error in those instructions does not, by itself, make the item faulty.

If you believe a personalised item is faulty, damaged, incorrectly engraved by us or not as described, please contact customerservice@houseofhades.uk so that we can investigate and arrange an appropriate resolution.

This does not affect your statutory rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

If you have any questions about whether an item is eligible for return, please contact us before sending it back.

Exchanges

We do not offer direct exchanges for change-of-mind purchases.

If you would like a different item, size or colour, please return your original item in accordance with this policy and place a new order for your preferred item.

Any new order will be subject to the prices and availability applicable at the time of purchase.

This does not affect your statutory rights to remedies for faulty or misdescribed goods, including repair or replacement where applicable.

Refunds

We will notify you when your refund has been processed.

Eligible refunds will be made using your original payment method, unless otherwise expressly agreed.

Where you cancel an entire eligible order under your statutory cancellation rights, we will also refund the original delivery charge up to the cost of our least expensive standard delivery option.

If you selected a more expensive delivery service, such as express or next-day delivery, the additional cost of that service will not be refunded.

Where you return only part of an order, the original delivery charge will not ordinarily be refunded, unless required by law.

Where you exercise your statutory right to cancel, refunds will be processed without undue delay.

For goods being returned, we may withhold your refund until we receive the returned goods or you provide evidence that you have sent them back, whichever is earlier. We will issue your refund within 14 days of that date.

Where no goods have been supplied, we will refund you within 14 days of being informed of your decision to cancel.

Any permitted deduction for diminished value resulting from excessive handling, or the agreed cost of an optional prepaid return label, will be clearly accounted for when calculating your refund.

Please remember that your bank or card provider may take additional time to process and display the refund.

If you have not received an expected refund, please contact customerservice@houseofhades.uk.

Model Cancellation Form

Complete and return this form only if you wish to cancel your contract. You are not required to use this form to exercise your statutory right to cancel.

To:
House of Hades Ltd
Studio 309, 3 Edgar Buildings
George Street
Bath
BA1 2FJ
United Kingdom

Email: customerservice@houseofhades.uk

I hereby give notice that I cancel my contract of sale of the following goods:

Goods:

Ordered on / Received on:

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is submitted on paper):

Date:

If you have any questions about returns or refunds, please contact us at customerservice@houseofhades.uk.