Returns & Refund Policy


If you choose to cancel an order that you have not yet received this must be done before the Goods have been dispatched. After the items have been dispatched, you have the right to contact the courier to request that they return the Goods to the Company or refuse the delivery.

We reserve the right to refuse to refund any shipping charges if cancelled once dispatched. There may be a 25% restocking fee applied to all cancellations in this manner.

You have the right to change your mind and return your order up to 14 days following delivery. There are some exclusions to this, which include:

  • Bespoke products
  • Personalised products
  • Pre-drilled doors including custom
  • Made to measure products
  • Samples
  • Made to order products
  • Used, not in perfect condition, including products not in its original packaging, original labels removed and missing original documentation;
  • Assembled or built;
  • Lubricated, oiled, inflated or had any liquid in the product;
  • Modified, cut or amended; and
  • Other products indicated on the listings.

In the unlikely event of goods being received damaged or short, see paragraph 8 of these terms and conditions.

You have the right to return faulty goods within 30 days from the date that you receive the Goods, if a fault is discovered within this time you should contact us immediately to report this. We will endeavour to fix any faults over the telephone and where spare parts are required to rectify the fault these may be sent free of charge within the first six months from delivery. In all cases, we are within our right to request images and/or inspect the Goods to verify the fault. It is within our rights to attempt one repair to fix any fault before any return is accepted.

Please note there are some Goods that will require regular maintenance and will suffer general wear and tear. The Company shall not be liable for defects in goods (or parts of Goods) arising as a result of fair wear and tear. For example:

  • Recoil Starters;
  • Carburettors;
  • Spark Plugs;
  • Air and Fuel Filters;
  • Blades and Cutting Tools;
  • Bulbs and Lighting;
  • Electrical Connections;
  • Hinges;
  • Edging; and
  • Leather and Leatherette Materials, Zips, Studs, Buckles and Stitching.

All warranties and guarantees are non-transferable and are only valid for the original purchaser of the Goods. The Company will not be responsible for any purchases from a re-seller.

For faulty products, it is your responsibility to establish that any such fault is a manufacturing fault. The Company will not be liable for any additional costs or compensation associated with this.

Please do not send back products without contacting us in advance and getting a returns approval and the delivery address. We use a third-party logistics warehouse (our returns address is not the same as our office address).

Returns sent to any other address could cause a delay in you receiving your refund.

All returns will be inspected and if they comply with our returns terms and conditions will be refunded within 5 working days of receipt. Any returns that are not within our terms will be refused a refund and you will be charged for return shipping.

For faulty and damaged returns you will be refunded your shipping costs. Any postage costs agreed to be refunded will be to a maximum of £10.00 in all circumstances. 

The Company will not be liable for delivery and return shipping costs in any other circumstances (including the right to change your mind) and you must pay for the costs of return.

It is your responsibility to return Goods including all the parts and pay the return postage costs. It is your responsibility to ensure that the Goods are returned new, unused, damage-free and in a resaleable condition in their original packaging. If items are damaged on return they will be refused a refund and you will be charged the return shipping. It is advisable to ensure your returns due to this reason.

It may be possible to arrange a collection for an item however there will be a charge for this service.

 All returns must be received within 30 days. Any returns outside of this timescale may be refused and returned to you.

Kitchen and Bathroom returns may be subject to a 25% restocking fee.

Additional packaging for returns is not available. All goods should be returned in such a way as to prevent any further damage to the product.

Please note due to the personalised nature of Moniker Haus products we do not accept returns unless your item is faulty. All Moniker Haus products are quality inspected before being sent to you.