Return & Refund Policy

Last updated: June 26, 2023

Thank you for shopping at London Houseware.

If, for any reason, You are not completely satisfied with a purchase, we invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

1. Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

2. Definitions

For the purposes of this Return and Refund Policy:

• Company refers to LONDON GIFT ZONE LIMITED, Unit 2M, Shambhav House, Harrow, London, United Kingdom, HA1 1NA.
• Product refers to the items offered for sale on the Service.
• Orders means a request by You to purchase Products from Us.
• Website refers to London Houseware, accessible from https://londonhouseware.com/.
• You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

3. Returns Policy

You have the right to return goods within 14 days from the date of delivery. Items must be returned unused, in their original packaging, and in the condition in which they were received.

4. Refunds

Refunds will be processed within 14 Days after we receive and inspect the returned goods. The refund will be issued to the original payment method.

5. Damaged or Faulty Goods

• 5.1 - If you discover a fault with any product you've received, please contact us as soon as reasonably possible. Our customer service team is available to assist you through online chat or by phone at 020 7870 3456. Do not attempt to repair the product yourself, as we do not cover accidental damage caused by the customer.
• 5.2 - If a fault is found within 30 days of purchase, you are entitled to a full refund or exchange (subject to stock availability). If the fault is discovered after 30 days but within the product's guarantee period, you should contact the manufacturer for assistance.
• 5.3 - If you notice any damage on delivery, please report it to our customer service team within 48 hours. To qualify for a full refund for damaged goods, you must not use, install, or input any data or software into the item.

6. Unwanted Items

• 6.1 - You may return your item within 14 days if it is unused and in its original packaging. If you have unwrapped the product and no longer have the original packaging, you may still be eligible for a partial refund. If the product has been used, a refund will not be granted unless it is faulty (see section 5).
• 6.2 - Please do not return any products until you have spoken with a customer service representative and confirmed your return.
• 6.3 - For smaller items, you can return them at your own cost. For larger items, such as washing machines, range cookers, or American fridge freezers, you can request a collection. Collection fees apply.
• 6.4 - You are responsible for the care of products while in your possession, and we reserve the right to charge for any damage that occurs.

7. Cancelling an Undelivered Order

• 7.1 - To cancel an order that hasn't yet been delivered, please contact our customer service team at 020 7870 3456 for assistance.
• 7.2 - You must contact us by 4 p.m. the day before delivery to cancel your order. Otherwise, a failed delivery charge may apply.

8.

Failed Delivery	Re-delivery(standard items)	£30 per item
	Re-delivery (for American-style fridges or range cookers)	£50 per item
	Cancellation Fees (Standard Items) - If cancelled after the order has been loaded onto our vans but before delivery is attempted	£35 per item.
	Cancellation Fees (American-style fridges or range cookers) - If cancelled after the order has been loaded onto our vans but before delivery is attempted	£75 per item.
	Cancellation Fees (Standard Items)	£70 per item
	Cancellation Fees (American-style fridges or range cookers)	£150 per item
Failed Installation or Connection		100% of the connection charge per appliance.

 

Returns
Within 14 Days (Boxed or Unboxed but Unused):	Standard items	£50 per item
	American fridge freezer or range cooker	£130 per item
Within 14 Days (Used or Installed):	Standard items	No returns allowed
	American fridge freezer or range cooker	No returns allowed

 

Exchange
Within 14 Days (Boxed or Unboxed but Unused):	Standard items	£25 per item
	American fridge freezer or range cooker	£50 per item
Within 14 Days (Used or Installed):	Standard items	No returns allowed
	American fridge freezer or range cooker	No returns allowed

 

Faulty or damaged
Faulty within 30 Days	Exchange	No charge
	Return	No charge
Damaged within 14 Days (Reported within 48 Hours)	Exchange	No charge
	Return	No charge
Damaged within 14 Days (Not Reported within 48 Hours)	Exchange	NO RETURN - PLEASE CONTACT THE MANUFACTURER.
	Return	NO RETURN - PLEASE CONTACT THE MANUFACTURER.

 

9. Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

• Call our helpful customer service team on 020 7870 3456 (Mon-Fri: 9 a.m. - 4 p.m.).
• Email us at support@londonhouseware.com
• Write to us at: London Houseware, Unit 2M, Shambhav House, Harrow, London, United Kingdom, HA1 1NA.