Refund policy
RETURNS & EXCHANGES
At House of Ellory, we take great care in the design, craftsmanship, and presentation of every piece. We want you to be entirely satisfied with your purchase.
Eligible items may be returned within 30 days of delivery, provided they are unused, unaltered, and returned in their original condition with all original packaging, components, accessories, and documentation.
To initiate a return, please contact House of Ellory Customer Care at enquiries@houseofellory.com with your order number and the item(s) you wish to return. Where available, customers may also initiate an eligible return request through their House of Ellory customer account.
Return authorization and instructions must be obtained before merchandise is sent back to House of Ellory or a designated return location. Please do not return merchandise without first receiving return authorization and instructions from House of Ellory.
RESTOCKING FEE
Eligible discretionary returns are subject to a 25% restocking fee, calculated on the purchase price of the returned merchandise. The restocking fee reflects the inspection, handling, processing, repackaging, and administrative costs associated with returned merchandise and will be deducted from the approved refund.
The restocking fee does not apply to an accepted return resulting from a House of Ellory fulfillment error, an incorrect item, or a qualifying defect or damage claim for which House of Ellory has authorized a return.
Payment of a restocking fee does not make otherwise ineligible merchandise returnable. Merchandise that has been used, installed, altered, damaged, or otherwise fails to satisfy the return conditions stated in this policy is not eligible for return, even when it appears to be in new or unused condition.
Made-to-order, bespoke, personalized, customized, and merchandise otherwise designated as final sale is non-returnable and non-refundable, except where otherwise required by applicable law.
REFUNDS
Once an eligible return has been received and inspected, we will notify you of its status. Approved refunds, less any applicable 25% restocking fee and other non-refundable charges, will be issued to the original method of payment unless otherwise required or agreed in accordance with applicable law.
Approved refunds will generally be issued within 10 business days following completion of the return inspection. Additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.
Original shipping, delivery, freight, white-glove delivery, installation, and other service charges are non-refundable except where otherwise stated in this policy or required by applicable law.
Nothing in House of Ellory's voluntary 30-day return policy limits any statutory rights available to consumers under applicable law.
RETURN SHIPPING
For standard eligible returns, customers are responsible for return shipping unless otherwise stated by House of Ellory or required by applicable law.
We recommend using an insured and trackable shipping service appropriate to the nature and value of the merchandise. Customers are responsible for following the return instructions provided by House of Ellory and for packaging merchandise appropriately for return transit.
For furniture, oversized pieces, fragile merchandise, or items originally delivered by freight or specialized carrier, please contact House of Ellory Customer Care before arranging a return shipment. Specialized packing, crating, collection, freight, or other handling arrangements may be required.
Where House of Ellory is responsible for the cost of return transportation under applicable law, appropriate return arrangements will be provided.
EXCHANGES
Eligible merchandise may be exchanged within 30 days of delivery, subject to product availability.
Because many House of Ellory pieces are produced in limited quantities or individually sourced or produced, we cannot guarantee that the same item, finish, color, size, material, or variation will remain available.
Where a direct exchange is unavailable, the original eligible item may be returned in accordance with this policy and a new order placed separately.
Made-to-order, bespoke, personalized, customized, and Final Sale merchandise is not eligible for exchange except where required by applicable law.
EXCLUSIONS
Unless otherwise required by applicable law, the following merchandise is not eligible for return or exchange:
- Made-to-order, bespoke, or clearly personalized items;
- Furniture made to customer-selected specifications;
- Merchandise produced with custom upholstery, fabrics, finishes, dimensions, trims, or configurations;
- Personalized or monogrammed merchandise;
- Commissioned or customized artwork;
- Custom rugs and floor coverings;
- Custom architectural elements;
- Final Sale merchandise; and
- Items that have been used, installed, altered, damaged after delivery, or otherwise returned in a condition materially different from that in which they were received.
An item is not necessarily considered personalized or custom merely because it is manufactured after an order is placed. Where statutory consumer rights apply, any exclusion for custom goods will apply only to merchandise that meets the applicable legal requirements for goods made to the consumer's specifications, clearly personalized, or otherwise lawfully excluded from return or withdrawal rights.
FURNITURE & OVERSIZED ITEMS
Certain House of Ellory furniture and oversized pieces may be made to order, bespoke, customized, or produced according to individual customer selections and therefore may not be eligible for return.
Where a furniture or oversized item is eligible for return, the customer must contact House of Ellory before arranging shipment or collection. Specialized packing, crating, freight, collection, or other handling services may be required.
Customers should inspect furniture and oversized merchandise promptly upon delivery and retain the original packaging and protective materials until the merchandise has been inspected.
Where the customer is responsible for the direct cost of returning eligible furniture or oversized merchandise, return transportation costs may be substantial and will depend upon factors including the item's size, weight, location, destination, packaging requirements, and required freight or specialized handling services.
Where applicable law requires House of Ellory to provide information or an estimate concerning such return costs before purchase, House of Ellory will do so.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, defective, incomplete, or incorrect, please contact House of Ellory Customer Care promptly after delivery.
Please include your order number and photographs of the merchandise, packaging, shipping carton, crate, or other relevant materials where applicable so that we can assist you.
Where House of Ellory is responsible for damaged, defective, incorrect, or otherwise non-conforming merchandise, we will provide an appropriate remedy in accordance with applicable law.
Natural variations in materials such as wood, marble, stone, leather, mother-of-pearl, handwoven fibers, metals, ceramics, natural textiles, and hand-applied or artisan finishes are inherent characteristics of these materials and do not necessarily constitute defects.
EUROPEAN UNION / EEA CUSTOMERS
If you are a consumer located in the European Union or European Economic Area and applicable consumer law governs your purchase, you may have statutory rights in addition to House of Ellory's standard return policy.
These statutory rights are not limited by House of Ellory's voluntary return policy.
EU RIGHT OF WITHDRAWAL
For eligible purchases made online or through another qualifying distance contract, consumers generally have the right to withdraw from the contract without giving a reason within 14 days.
For purchases of goods, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods, subject to applicable law and statutory exceptions.
To exercise the right of withdrawal, you must notify House of Ellory of your decision to withdraw before the applicable 14-day withdrawal period expires.
You may communicate your decision by contacting House of Ellory Customer Care at enquiries@houseofellory.com or by submitting an eligible return or cancellation request through your House of Ellory customer account at account.houseofellory.com.
Your communication must clearly indicate your decision to withdraw from the contract and should include sufficient information for us to identify your order.
RETURNING GOODS AFTER WITHDRAWAL
After notifying House of Ellory that you are exercising an applicable statutory right of withdrawal, you must send or return the eligible merchandise without undue delay and, in any event, no later than 14 days from the date on which you communicated your decision to withdraw.
The return deadline is met if you send the goods before the 14-day return period expires.
Unless House of Ellory has agreed to bear the return cost or applicable law provides otherwise, you are responsible for the direct cost of returning the merchandise, provided you were properly informed of that responsibility as required by applicable law.
For goods that, because of their nature, cannot normally be returned by standard post—including certain furniture and oversized pieces—House of Ellory will provide information concerning the direct cost of return or an estimate of that cost where required by applicable law. Current EU consumer guidance specifically addresses advance disclosure of estimated return costs for large goods such as sofas.
Please contact House of Ellory before arranging the return of furniture, oversized, fragile, freight-delivered, or specialized merchandise so that appropriate return instructions can be provided.
EU REFUNDS FOLLOWING WITHDRAWAL
Following a valid exercise of the statutory right of withdrawal, House of Ellory will reimburse payments received from you as required by applicable law, including the cost of the least expensive standard delivery method offered by House of Ellory for the applicable purchase.
If you selected an upgraded, expedited, premium, white-glove, or other delivery service costing more than the least expensive standard delivery method offered, House of Ellory is not required to reimburse the additional delivery cost to the extent permitted by applicable law.
House of Ellory will make the required reimbursement without undue delay and, in any event, no later than 14 days from the date on which we are informed of your decision to withdraw, subject to the rules below.
For sales of goods, House of Ellory may withhold reimbursement until we have received the merchandise back or until you have supplied evidence that you have sent the merchandise back, whichever occurs first, except where House of Ellory has offered to collect the goods or applicable law provides otherwise.
Unless otherwise expressly agreed, reimbursement will be made using the same means of payment used for the original transaction, and House of Ellory will not impose a fee for making the required reimbursement.
CONDITION OF RETURNED GOODS
You may inspect and handle eligible merchandise only to the extent reasonably necessary to establish its nature, characteristics, and functioning.
You may be responsible for any diminished value of the merchandise resulting from handling beyond what is reasonably necessary for that purpose, to the extent permitted by applicable law.
Exercise of the statutory right of withdrawal is not automatically lost merely because such diminished value has occurred, except where an applicable statutory exception provides otherwise.
CUSTOM & PERSONALIZED GOODS — EU/EEA
The statutory EU right of withdrawal is subject to certain exceptions, including for goods made to the consumer's specifications or clearly personalized.
Accordingly, the right of withdrawal may not apply to qualifying House of Ellory pieces individually produced according to customer specifications, including certain bespoke furniture, custom dimensions, customer-selected upholstery or finishes, monogrammed or personalized merchandise, commissioned pieces, custom architectural elements, and other genuinely customized products.
The fact that an item is produced or manufactured after an order is placed does not, by itself, necessarily mean that the statutory exception applies.
Where an exception does not legally apply, House of Ellory will not use this policy to restrict the customer's statutory right of withdrawal.
OTHER STATUTORY EXCEPTIONS
Other statutory exceptions to the right of withdrawal may apply depending upon the merchandise or service purchased and applicable law.
Where House of Ellory relies upon a statutory exception to the right of withdrawal, that exception will apply only to the extent permitted by applicable law.
LEGAL CONSUMER RIGHTS
Nothing in this policy is intended to exclude, waive, or restrict any consumer right or remedy that cannot lawfully be excluded, waived, or restricted.
Rights relating to defective, damaged, misdescribed, incorrect, or otherwise non-conforming goods are separate from House of Ellory's voluntary return policy and, where applicable, the statutory EU right of withdrawal.
Consumers in the EU are also generally protected by statutory legal-guarantee rights concerning goods that are faulty or do not conform to the contract; those rights are distinct from the 14-day change-of-mind withdrawal right.
Where mandatory consumer law provides greater rights or protections than this policy, the applicable mandatory consumer law will govern.
CONTACT US
To initiate a return, exchange, cancellation request, exercise an applicable right of withdrawal, or report a problem with an order, please contact:
House of Ellory Customer Care
Email: enquiries@houseofellory.com
Customer Account: account.houseofellory.com
Eligible return and cancellation requests may also be submitted through your House of Ellory customer account.
Please include your order number when contacting us.