Refund policy
Your House Collective is a small business that operates on an on-demand fulfilment model. This means we don’t hold inventory, every item is made for you once your order is placed through our trusted fulfilment partner. We take great pride in ensuring the quality of your purchase and will gladly assist if there’s a problem with your order.
Damaged, Defective, or Misprinted Items
If your item arrives misprinted, damaged, or defective, please contact us within 30 days of receiving your order at n.nare@yourhousecollective.com with:
- Your order number
- Clear photos of the affected item(s)
Once verified with our fulfilment partner, we’ll replace or refund the affected item at no additional cost to you. We’ll also cover any shipping costs associated with verified quality-related issues. Claims submitted after 30 days from delivery will not be eligible for review.
Lost Packages
If your package hasn’t arrived and appears lost in transit, please report it within 30 days after the estimated delivery date. We’ll work with our fulfilment partner and shipping carrier to resolve the issue. If the package is confirmed lost, we’ll send a replacement or issue a full refund, including shipping, at no cost to you.
Returns & Exchanges
Because all our products are custom-made, we do not accept returns or exchanges due to buyer’s remorse, wrong size, or colour preference. Please double-check your size and details before placing an order. If you’re unsure about sizing, feel free to contact us first before purchasing.
Note: We also cannot accept returns for sealed items (e.g., face masks) that have been opened after delivery, for hygiene reasons.
Incorrect or Unclaimed Addresses
If a shipment is returned due to an incorrect or insufficient address provided by the customer, or because it was unclaimed, you will be responsible for reshipment costs once a new address is confirmed.
Unclaimed returns that remain at our fulfilment partner’s facility for over 30 days will be donated to charity.
Please ensure your shipping details are entered correctly at checkout to avoid delays or additional shipping charges.
Important Information for EU Customers
Under EU law (Article 16(c) and (e) of the Directive 2011/83/EU), customers normally have the right to cancel an online purchase within 14 days of receiving it for any reason. However, this right doesn’t apply in certain cases, including the following:
- Made-to-order or personalised items - Since each item in our store is custom-made once an order is placed, it cannot be returned or cancelled simply because you change your mind.
- Sealed products opened after delivery - For health or hygiene reasons, any items that were sealed and have been opened after delivery (e.g., face masks, underwear, or similar items) cannot be returned.
We share this information to remain transparent and compliant with EU consumer protection laws.
Important Information for Brazil Customers
In accordance with Brazil’s Consumer Protection Code (Law No. 8.078/1990, Article 49), customers in Brazil may cancel an online purchase within 7 consecutive days of receiving it, even if there’s no issue with the product. The item must be unused and in its original condition. Please contact us at n.nare@yourhousecollective.com within this period to arrange your return.
We share this information to remain transparent and compliant with Brazil consumer protection laws.
Need Help?
If you have any questions or need help with all return or refund inquiries, please contact us at: n.nare@yourhousecollective.com.