Return & Refund Policy

Last Updated: January 7, 2025

At Charm House, customer satisfaction is our top priority. We aim to deliver high-quality products and a smooth shopping experience. If you are not completely satisfied with your purchase, this Return & Refund Policy explains how returns, refunds, and exchanges are handled.

1. Overview

Charm House offers a transparent and customer-friendly return and refund process. Returns are accepted for both defective and non-defective items within the defined return period, subject to the conditions outlined below.

Key Highlights

• Return Window: 30 days from delivery date
• Refund Processing Time: Within 10 business days after inspection
• Restocking Fee: None
• Eligible Returns: Defective and non-defective items
• Exchanges: Allowed under specified conditions

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• The return request must be made within 30 days of receiving the product
• Items must be unused, in original condition, with all packaging, tags, and accessories
• Products must not be damaged due to misuse or improper handling after delivery

Items returned in poor condition or outside the return window may be refused or partially refunded.

3. Types of Returns

A. Defective or Damaged Items

If your item arrives defective or damaged, please contact us within 48 hours of delivery.

Contact Details:
Email: info@charmhouse.co.uk
Phone: 07438803876

Please include:

• Order number
• Item name
• Description of the issue
• Clear photographs of the damage or defect

Resolution Options

• Full refund to the original payment method
• Exchange for the same or similar item (subject to availability)

B. Non-Defective Items (Change of Mind)

Non-defective items may be returned if:

• The item is unused and in original packaging
• The return is initiated within 30 days of delivery
• The customer covers the return shipping cost

Refunds are processed after the item has been received and inspected.

4. Return Process

Step 1: Contact Customer Support

Reach out to us with your order number and reason for return.

Step 2: Receive Return Instructions

Our team will provide the return address and shipping guidelines.

Step 3: Ship the Item

Items must be securely packaged and shipped using a trackable courier service.

Step 4: Inspection & Confirmation

Returned items will be inspected upon arrival to confirm eligibility.

5. Return Shipping & Label Responsibility

Shipping Responsibility by Case

• Change of mind: Customer pays return shipping
• Wrong color/style ordered by customer: Customer pays return shipping
• Damaged item received: Charm House covers shipping cost
• Incorrect item sent: Charm House provides return label

Customers are required to print and attach return labels unless otherwise stated.

6. Refunds

Refund Processing

• Refunds are issued to the original payment method
• Processing time is up to 10 business days after inspection

Refund Amount

• Includes product price only
• Original shipping charges are non-refundable unless the item was defective or incorrectly shipped
• Refund Delays

Refund timing may vary depending on your bank or payment provider. Please contact us if delays exceed 10 business days.

7. Exchanges

• Exchanges are permitted for the same or equal-value items
• Exchange requests follow the same process as returns
• Customers are responsible for shipping costs related to exchanges
• Exchanges are processed only after inspection approval

8. Customer Responsibilities

Customers are responsible for:

• Providing accurate return information
• Ensuring secure packaging of returned items
• Paying return shipping costs unless otherwise stated
• Charm House is not responsible for items lost in transit due to incorrect addresses or poor packaging.

9. Special Cases

• Partial returns are refunded only for returned items
• Each item in a multi-item order must meet return criteria
• Processing times may be longer during peak or holiday seasons

10. Policy Updates

Charm House reserves the right to update this Return & Refund Policy at any time. Any changes will be posted on our website and will apply to orders placed after the update date.

Contact Information