Refund policy

We hope you love your House of Cullen purchase. If you change your mind, you may be entitled to return your order as set out below. This policy does not affect your statutory rights.

Online Returns

If you are a consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise your right to cancel, you must notify us within 14 days of receiving your order.

Please contact us at:

annabel@houseofcullen.co.uk

Once you have notified us that you wish to cancel, you must return the item to us within 14 days of notifying us.

How to Return an Item

Please return your item to:

House of Cullen
180 High St
Deal
CT14 6BQ
United Kingdom

Unless an item is faulty, incorrectly described, or we have agreed otherwise, you are responsible for the cost of returning the item to us.

We recommend using a tracked delivery service and keeping proof of postage until your return has been processed.

Condition of Returns

You may inspect an item in the same way you reasonably would in a shop.

Returned items should be sent back in the same condition in which they were received. If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics or condition, and this reduces its value, we may make an appropriate deduction from your refund.

Preloved Items

House of Cullen sells a selection of preloved and individually sourced pieces.

Preloved items may naturally show signs of previous wear, age or use. We aim to clearly describe and photograph any notable marks, wear, repairs or other condition details before purchase.

A characteristic or defect that was clearly disclosed before purchase forms part of the item’s description and is not, by itself, considered a fault.

Refunds

Where your statutory cancellation right applies, we will refund:

the price you paid for the returned item; and
the cost of our least expensive standard delivery option.

If you selected a more expensive or express delivery service, the additional delivery cost will not be refunded.

Refunds will normally be made using the same payment method used for your original purchase, subject to applicable law.

Faulty or Incorrectly Described Items

If an item is faulty, materially not as described, or otherwise does not meet your statutory rights, please contact us as soon as possible at annabel@houseofcullen.co.uk.

We will deal with the matter in accordance with applicable UK consumer law.

Your statutory rights are not affected by this policy.

Items That Cannot Be Returned

Certain items may be excluded from the statutory right to cancel where permitted by law. These may include:

goods made to your specifications or clearly personalised; and
sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

We will only apply an exclusion where it legally applies to the particular item.

Sale Items

Sale or reduced-price items are subject to the same statutory consumer rights.

Where an item has been reduced because of a specific defect or condition issue that was clearly disclosed before purchase, that disclosed issue forms part of the item’s description.