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Refund Policy

Last updated: 20th Aug 2025
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At House Victoria, we want every celebration to be magical. If, for any reason, you are not completely satisfied with your purchase, this Refunds & Exchanges Policy explains your rights and how we handle returns.

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1. Returns Eligibility

You may return items purchased from us if they meet the following conditions:

  • The item is unused, unopened, and in its original packaging.

  • The return is requested within 14 calendar days of receiving your order.

  • The item is not excluded under our non-returnable items list (see Section 2).

To initiate a return, please contact us at 📧 info@housevictoria.co.uk with your order number. We will provide instructions on how to send your item back.

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2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on the following:

  • Opened or used tableware, cups, cutlery, napkins, plates, bunting, straws, popcorn boxes, cupcake sleeves, table covers, and party sets.

  • Customised or personalised products.

  • Sale or clearance items (unless faulty).

 
3. Refunds

  • Once we receive and inspect your returned item, we will notify you by email.

  • If approved, refunds will be processed within 14 days to your original payment method.

  • Shipping costs are non-refundable (unless the item was faulty or we sent the wrong product).

 
4. Exchanges

  • If you wish to exchange an item, please return it following the process above and place a new order for the replacement product.

  • Exchanges are processed as refunds followed by a new purchase to avoid stock delays.

 
5. Faulty, Incorrect, or Damaged Items

We take care to ensure your order arrives safely. If you receive a faulty, damaged, or incorrect item:

  • Contact us within 48 hours of delivery with your order number and photographs of the issue.

  • We will arrange a replacement at no extra cost, or a full refund if the item is no longer available.

  • In some cases, we may request the faulty item to be returned before issuing a refund/replacement.

 
6. Return Shipping Costs

  • Customers are not responsible for return postage costs.

  • We recommend using a tracked service, as we cannot be responsible for items lost in transit.

 
7. How to Return

Please:

  1. Email us at info@housevictoria.co.uk with your order number and reason for return.

  2. Carefully repackage the item(s) to avoid damage in transit.

  3. Post to the address provided upon your request for a return or exchange.

 
8. Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law. You are entitled to a full refund if goods are faulty, not as described, or do not meet legal standards.

 
9. Contact Us

For questions about returns, refunds, or exchanges:
📧 info@housevictoria.co.uk
📍 Unit 2, Maple Grove Business Center, Lawrence Road, Hounslow, Middlesex, TW4 6DR

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