This refund and returns policy is a shortened version of our “Cancellations, returns and refunds” section in our Terms of Service that apply here.
CANCELLATIONS
As a consumer, you have the right to cancel your order within 14 days from the day you receive your goods. To meet the cancellation deadline, please notify us via email contact[at]11thhouse.co.uk or via our Contact page before your cancellation period has expired.
The right to cancel does not apply to products that are made to your specification or are clearly personalised. This is usually stated in the description of corresponding products in our Shop.
Returns
Upon receiving your cancellation request, we will provide you with a return label if the product we delivered to you is damaged, defective or had been delivered in error. In all other cases, you must send the products back to us at your own cost. Please use the following address for your return: 11th House Limited, 64B/6 Restalrig Road South, Edinburgh EH7 6LE. We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.
ReFUND
For products that were not sent before your cancellation, the refund will be issued within 1-3 days upon receiving your cancellation notice, provided that the products were not except for refund on our Website (personalised products) and the reason for the cancellation is not related to the product’s production quality. For products that you have to return to us, the refund will be issued within 1-3 days upon receiving or retrieving those products from you, subtracting any additional charges connected to the retrieval process as stated above. There is no fee for restocking the product.
The funds will be returned to You using the payment details provided by you at checkout. Please allow for additional 1-3 days for the bank transfer of your refund.