Returns & Refunds

Returns & Refunds

Last updated: 2 August 2026

Most Who House Collective products are made to order, but our standard catalogue designs are not treated as personalised simply because they are produced after you order. This policy applies alongside—and does not limit—any mandatory consumer rights that apply where you live.

Change of mind or incorrect sizing

UK and EU/EEA customers

You may cancel a standard catalogue order within 14 days after the day you receive it, without giving a reason. Email whohousecollective@gmail.com with your order number and a clear statement that you wish to cancel. You then have a further 14 days to send the item back.

We do not currently offer direct exchanges. If you would like a different size or colour, please return the original item and place a new order.

You are responsible for the cost of returning a non-faulty item, unless applicable law requires otherwise. We will refund the item price and, where required, the cost of our least expensive standard outbound delivery option. Any extra cost for express or upgraded delivery is not refundable. We may reduce the refund if the item has been handled beyond what is reasonably necessary to inspect it.

We will issue the refund to your original payment method within 14 days after we receive the returned item or you provide evidence that it has been sent back, whichever is earlier.

Other destinations

We do not currently offer voluntary returns for change of mind or incorrect sizing where local law does not require them. If the law where you live gives you a cancellation or return right, we will honour it. Any longer or more favourable mandatory local right takes priority over this policy.

Faulty, damaged, misprinted or incorrect items

Please contact us as soon as possible—ideally within 30 days of delivery—at whohousecollective@gmail.com. Include your order number, a description of the problem and clear photographs where helpful. The 30-day request is not a cutoff and does not limit your statutory rights.

We will assess the issue and provide the remedy required by the law that applies to you, which may include a repair, replacement, price reduction or refund. If we ask you to return an affected item, we will cover reasonable return costs where required by law.

  • UK: consumers generally have a 30-day short-term right to reject faulty goods, with further repair, replacement, price-reduction or refund rights after that period.
  • EU/EEA: consumers have a minimum two-year legal guarantee for goods that are faulty or not as described; some countries provide longer protection.
  • Australia and New Zealand: mandatory consumer guarantees and remedies apply and are not replaced or restricted by this policy.
  • Elsewhere: all mandatory consumer guarantees and remedies available under local law remain in force.

Genuinely personalised products

If we later offer a product made to your individual specification—such as custom wording, artwork or another personal choice—the change-of-mind cancellation right may not apply where the law permits that exception. This does not affect your rights if the product is faulty, damaged, incorrect or not as described. Standard Who House Collective catalogue designs are not considered personalised merely because they are made to order.

Order cancellations

Contact us as soon as possible if you want to cancel or change an order. Production can begin quickly, so we may not be able to stop fulfilment. If we cannot stop the order, any mandatory cancellation or cooling-off right that applies where you live remains unaffected.

How to make a return

  1. Email whohousecollective@gmail.com with your order number and reason for the return.
  2. Wait for return instructions before sending anything. Returns may need to go to a specific address, and you should not send an item to a production partner or to the address on the parcel unless we tell you to.
  3. Package the item securely and keep proof of postage.

Unauthorised returns may be delayed or may not reach us.

Model cancellation form

UK and EU/EEA customers may copy and email the following form, although you do not have to use it:

To: Who House Collective — whohousecollective@gmail.com

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Order number:
Ordered on / received on:
Name:
Address:
Date:

Contact

Questions about a return or refund? Email whohousecollective@gmail.com or use our contact page.