Refund policy
Returns and refunds
Klub Haus does not offer an extended change-of-mind returns policy beyond your statutory rights. If something is not right, please contact us at hello.klubhaus@gmail.com with your order number.
Standard, non-personalised items
For eligible standard items bought online, you may cancel your order without giving a reason by contacting us within 14 days beginning the day after the item is delivered. After telling us that you wish to cancel, you must return the item within a further 14 days.
Requests made outside this statutory return period may be considered at our discretion on a case-by-case basis, but acceptance is not guaranteed.
Condition of returned items
Returned items must be securely packaged and returned in the condition in which they were received, allowing only the handling reasonably necessary to inspect them as you would in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary.
- Prints and framed artwork must be unmarked, undamaged and securely repackaged to prevent damage in transit.
- Clothing may be tried on but must not have been worn beyond trying on, washed, altered, marked or damaged, and should retain its original tags.
- Original packaging should be used where reasonably possible, particularly where it protects the product. Carefully opening packaging solely to inspect an item does not by itself remove your statutory return rights.
If an item is returned in a condition that shows use or handling beyond what is reasonably necessary to inspect it, we may make a lawful deduction from the refund to reflect the reduction in value.
Return postage
Unless an item is faulty, damaged or incorrect, you are responsible for the cost and safe return of the item. We recommend using a tracked and appropriately insured service. Please contact us before returning anything so that we can provide the correct return instructions and address.
We will refund the item price and the cost of our least expensive standard delivery option within 14 days of receiving the returned item, or receiving evidence that it has been sent back, whichever is earlier. Any additional amount paid for express delivery is not refundable beyond the standard-delivery cost. Refunds are made to the original payment method.
Personalised and custom-made items
Products made to your specifications or clearly personalised, including personalised names, dates, birth details, colours or other custom information, cannot be cancelled once production has begun and are not eligible for change-of-mind returns. Please check all personalisation details carefully before ordering.
This does not affect your rights if a personalised item is faulty, damaged, not as described or made incorrectly.
Faulty, damaged or incorrect orders
If your order arrives faulty, damaged or incorrect, contact us as soon as reasonably possible at hello.klubhaus@gmail.com. Include your order number, a description of the issue and clear photographs where appropriate. We will arrange a suitable remedy, which may include a replacement, repair, price reduction or refund, in accordance with your legal rights. We will cover reasonable return costs where a return is required because the item is faulty, damaged or incorrect.
Exchanges
We do not currently offer direct exchanges. For an eligible standard item, please arrange a return and place a new order for the preferred item.
Cancellations before dispatch
If you need to cancel, contact us promptly. Standard orders can usually be cancelled before dispatch. Personalised orders may enter production quickly and cannot be cancelled once production has begun.
Your statutory rights
Nothing in this policy limits or excludes your statutory rights under UK consumer law.