Refund policy

Thank you for shopping with Hausware. We stand behind every product we sell and want you to shop with complete confidence. Please read this policy carefully before making a purchase — it explains your rights, our process, and the timelines you can expect.

⚠️  Our 30-Day Money-Back Guarantee: If you are not satisfied with your purchase for any eligible reason, contact us within 30 days of delivery and we will work to make it right.

At a Glance

•       Return window: 30 days from delivery date

•       Damage / defect claim window: 7 days from delivery date (photo proof required)

•       Order cancellation: Within 2 hours of purchase only

•       Return shipping: Customer's responsibility

•       Refund processing: Within 10 business days of return receipt and inspection

•       Contact: info.hausware@gmail.com

1. Damaged or Defective Items

We take product quality seriously. If your item arrives damaged, defective, or materially different from what was described, we will send you a free replacement at no cost to you.

To be eligible, you must:

•       Contact us at info.hausware@gmail.com within 7 days of the delivery date.

•       Include clear photos showing the damage or defect and the outer packaging.

•       Include your order number in the message.

⚠️  Important: Claims submitted more than 7 days after delivery, or without photographic evidence of the damage, are not eligible for a free replacement or refund. No exceptions can be made once this window has passed.

Once we verify your claim, we will ship a replacement at no charge. If the item is out of stock, we will issue a full refund to your original payment method instead.

You do not need to return the damaged item unless we specifically request it.

2. Standard Returns (Change of Mind)

If you are not completely satisfied with your purchase, you may request a return within 30 days of your delivery date.

To be eligible for a return:

•       The item must be in its original, unused, and undamaged condition.

•       The item must be in its original packaging with all components included.

•       You must have proof of purchase (order number or confirmation email).

•       You must contact us before sending anything back — items returned without prior authorization will not be accepted and cannot be refunded.

To start a return, email us at info.hausware@gmail.com with your order number and reason for return. Our team will review your request and, if approved, provide you with a return authorization and the correct return address.

⚠️  Please do not return items to the address on your shipping label. Returns sent to an unauthorized address cannot be processed or refunded.

Return shipping costs are the full responsibility of the customer. We do not provide prepaid return labels for standard returns. Original shipping charges are non-refundable.

We strongly recommend using a trackable shipping method. Hausware is not responsible for return packages that are lost or damaged in transit.

3. Refunds

Once we receive and inspect your returned item, we will notify you by email of the approval status within 7 business days. If approved, your refund will be issued as follows:

•       Refunds are processed to your original payment method within 10 business days of receipt and inspection.

•       Your bank or credit card provider may require additional time to post the refund to your account — this is outside our control.

•       Original shipping costs are non-refundable.

•       If your return is not approved (e.g., item is used, damaged by customer, or outside the return window), we will contact you to arrange return of the item at your expense.

If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact us at info.hausware@gmail.com and we will investigate.

4. Order Cancellations

You may cancel your order within 2 hours of placing it by contacting us immediately at info.hausware@gmail.com with your order number and the subject line "Cancel Order."

After 2 hours, your order will have entered processing and we cannot guarantee cancellation. If your order has already been dispatched, you will need to follow the return process above once it arrives.

5. Items Not Eligible for Return

The following items cannot be returned or refunded under any circumstances:

•       Items returned without prior authorization from our team.

•       Items that are used, worn, washed, or not in original condition.

•       Items missing original packaging, tags, or components.

•       Sale items and items purchased with a discount code (unless defective).

•       Gift cards.

•       Items where the return request is made after 30 days of delivery.

•       Damage caused by misuse, improper handling, or normal wear and tear.

6. Incorrect Shipping Address

Please double-check your shipping address carefully before placing your order. Hausware is not responsible for orders delivered to an incorrect or incomplete address provided by the customer at checkout.

If a package is returned to us or the supplier due to an incorrect address you provided, you will be responsible for the cost of re-shipping. Original shipping fees are non-refundable in this case.

If you notice an error in your shipping address immediately after placing your order, contact us within 2 hours at info.hausware@gmail.com and we will do our best to correct it before dispatch.

7. Lost or Stolen Packages

If your tracking information shows your order as "Delivered" but you have not received it, please take the following steps first:

•       Check around your property and with neighbors or building management.

•       Check with your local post office or carrier facility — packages are sometimes held there.

•       Allow 2 additional business days, as carriers sometimes mark packages delivered slightly early.

Once a package is marked as delivered by the carrier, Hausware is not liable for lost or stolen packages. If you believe your package was stolen, we recommend filing a report with your local authorities and contacting your payment provider about buyer protection options.

If your tracking shows no movement for more than 15 business days after the expected delivery date and the carrier confirms non-delivery, please contact us at info.hausware@gmail.com and we will open an investigation with the carrier.

8. Exchanges

We do not offer direct exchanges at this time. If you would like a different item, please initiate a return for the original item (subject to our return conditions above) and place a new order separately. Once your return is received and approved, your refund will be processed within the standard timeframe.

9. European Union Customers

If you are located in the European Union, you have the right under EU consumer law to cancel or return your order within 14 days of delivery for any reason, without justification (the "cooling-off period"). This right applies regardless of the conditions stated elsewhere in this policy.

To exercise this right, you must notify us within 14 days of delivery by contacting info.hausware@gmail.com. Your item must be in the same condition as received — unused, with original packaging. Return shipping costs remain the customer's responsibility unless the item is defective or incorrect.

Refunds for EU cooling-off period returns will be issued within 14 days of us receiving the returned item or confirmation of return shipment, whichever is earlier.

10. Contact Us

For all return, refund, or exchange inquiries, please reach out to our customer support team:

•       Email: info.hausware@gmail.com

•       Subject line: include your order number and the nature of your request

•       Response time: We aim to respond within 1–2 business days

We are a small business and genuinely care about every customer's experience. If something went wrong, please give us the chance to make it right before opening a dispute with your bank or payment provider — we are almost always able to resolve issues quickly and fairly when contacted directly.