Effective Date: September 21, 2024

At Unique House Collection, customer satisfaction is our top priority. We want you to be completely happy with your purchase, which is why we offer a straightforward Refund and Returns Policy. Please read the following terms carefully to understand how to return items and request refunds.

By making a purchase on our website, you agree to the terms of this Refund and Returns Policy.

1. Returns

1.1 Eligibility for Returns

We accept returns for most items within 24hours of the delivery date. To be eligible for a return, the item must meet the following conditions:

Unopened and unused in its original packaging.
Undamaged and in resalable condition.
Accompanied by proof of purchase (order confirmation or receipt).

1.2 Non-Returnable Items

Certain products are not eligible for return, including:

Personalized or custom-made products
Final sale items

1.3 How to Initiate a Return

To initiate a return, please follow these steps:

Contact us: Email our customer service team at uniquehousecollection@gmail.com with your order number, a description of the item(s) you wish to return, and the reason for the return.
Receive return authorisation: We will provide you with a return authorisation and detailed instructions on how to return the item(s).
Package and ship the item: Safely package the item(s) and ship it back to us using the return address provided. You are responsible for return shipping costs unless the return is due to an error on our part (e.g., incorrect or defective item).

1.4 Return Shipping Costs

Customer responsibility: Unless the product is defective or we made a mistake with your order, you are responsible for the shipping costs associated with returning the item.
Original shipping costs: Shipping charges from the original order are non-refundable unless the return is due to an error or a defective product.

2. Refunds

2.1 Refund Process

Once we receive and inspect your returned item, we will notify you via email that we have received your return. If the return is approved, we will process your refund, and it will be applied to your original payment method. Refunds may take 5-10 business days to appear on your account, depending on your payment provider.

2.2 Refund Amount

The refund will include the price of the returned item(s), excluding any original shipping charges (unless the return is due to an error or defective product). If the item is found to be used, damaged, or not in its original condition, we may deduct an appropriate amount from your refund as compensation.

2.3 Partial Refunds

In certain situations, only partial refunds may be granted, such as:

Items not returned in their original condition or missing parts.
Items returned after the lapse 24hrs after delivery.

2.4 Refund for Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us within 24hrs of receiving the item. We will arrange for a replacement or issue a full refund, including any shipping charges incurred.

3. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please return the original item by following our return process and place a new order for the item you want.

4. Cancelling an Order

4.1 Order Cancellation Before Shipping

If you wish to cancel your order, please contact us as soon as possible at uniquehousecollection@gmail.com. If the order has not yet been shipped, we will cancel it and issue a full refund.

4.2 Cancellation After Shipping

If your order has already been shipped, you will need to follow our return process once you receive the item. Please note that original shipping charges are non-refundable unless the order was cancelled before shipment.

5. Damaged or Lost Items

5.1 Damaged Items

If your order arrives damaged, please notify us within 24 hours of delivery. Send an email to uniquehousecollection@gmail.com with photos of the damaged packaging and item(s), and we will arrange for a replacement or refund.

5.2 Lost Shipments

If your order is marked as delivered but you have not received it, please contact our customer service team. We will assist you in tracking the package or provide a solution if the package is determined to be lost.

7. Contact Us

If you have any questions or need further assistance with your return or refund, please contact us at:

Unique House Collections
Email: uniquehousecollection@gmail.com

Phone: +254706273438

This Refund and Returns Policy is designed to ensure a smooth and transparent process. We aim to provide you with a positive shopping experience, and your satisfaction is important to us!