The Haus of Noe Ltd Returns, Refunds & Exchanges Policy

Last updated: 20 October 2026

At The Haus of Noe Ltd, we take pride in the quality and craftsmanship of our products. We want you to be completely satisfied with your purchase.

If something isn't quite right, our returns and refunds policy explains how we can help, alongside your rights under UK consumer law.

1. Returns and cancellations

If you purchase from us online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, you must notify us of your decision to cancel within that 14-day period.

Once you have notified us, you have a further 14 days to return your items.

You may examine your purchase as you would in a shop. However, we may make a deduction from your refund if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, resulting in a reduction in value.

We ask that items are returned with their original packaging and tags wherever possible.

2. Items excluded from cancellation rights

Certain products may be excluded from the statutory right to cancel, including:

• Items made to your individual specifications or clearly personalised.

• Certain sealed goods that are unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.

These exclusions do not affect your statutory rights if an item is faulty, damaged or not as described.

Sale and discounted items: Your statutory cancellation rights also apply to sale and clearance items, unless a specific legal exception applies.

3. Faulty, damaged or incorrect items

Every Noe product is made with care. However, if something is not right with your order, please contact us as soon as reasonably possible.

We ask that you report any damage or delivery issues within 48 hours where possible, to help us investigate promptly. This does not limit your statutory rights.

Please provide:

• Your order number.

• A brief description of the issue.

• Photographs where possible.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Where goods do not meet these requirements, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and your statutory rights.

In particular, qualifying faulty goods may be rejected for a full refund within 30 days of delivery.

We will cover reasonable return costs where required by law for faulty, damaged or incorrectly supplied goods.

4. How to request a return

To request a return, please use the returns portal on our website.

Please include your order number and indicate whether you are cancelling your purchase, requesting an exchange or reporting an issue.

We will provide the relevant return instructions.

You do not need our approval to exercise your statutory right to cancel, provided you notify us within the applicable cancellation period.

5. Return shipping

For returns made under the 14-day change-of-mind cancellation right, customers are responsible for the direct cost of returning their goods.

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

Where goods are faulty, damaged or incorrect, we will cover reasonable return costs where required by law.

Please follow the return instructions provided to ensure your items reach the correct return address.

6. Refunds

Where you exercise your statutory right to cancel, we will refund the price paid for the returned goods, together with the original standard delivery charge where applicable.

If you selected a delivery service more expensive than our standard delivery option, we are not required to refund the additional cost.

We may withhold your refund until we have received the returned goods or you have supplied evidence of having sent them back, whichever is earlier.

Refunds will be issued within 14 days of receiving the returned goods or receiving evidence of their return, whichever is earlier.

Refunds will be made to your original payment method unless otherwise agreed.

For qualifying faulty or incorrectly supplied goods, refunds will be handled in accordance with your statutory rights.

7. Exchanges

We are happy to consider exchanges, subject to product availability.

To request an exchange, please use our exchange portal and follow the instructions provided.

Where an exchange is requested as a matter of preference, rather than because an item is faulty or incorrect, additional delivery charges may apply.

Our standard redelivery charge is £4.95, where applicable.

Exchanges involving faulty or incorrectly supplied goods will be handled in accordance with your statutory rights, without charges where the law requires us to provide a remedy free of charge.

8. Your consumer rights

Nothing in this policy excludes, restricts or affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable UK consumer protection legislation.

9. Contact us

If you have any questions about returns, refunds or exchanges, please contact us through the contact page on our website.

The Haus of Noe Ltd

124 City Road
London
EC1V 2NX

Registered Company Number: 17025249