At Manor House, we want customers to have a clear understanding of our return, refund, and exchange process. This policy explains the general conditions that apply to purchases made through our ecommerce store. For case-specific help, please contact our support team at [email protected].
Items may be eligible for return if they are received in unused condition, with original tags, packaging, accessories, and proof of purchase, and if the return request is made within a reasonable period communicated by our support team or stated at the time of sale. Returned items must be in a condition suitable for inspection.
If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible at [email protected]. To help us review the issue quickly, we may ask for your order number, a description of the problem, and clear photos of the item and packaging.
After review, we may offer a replacement, exchange, store credit, partial refund, or full refund, depending on the nature of the issue and product availability.
Certain items may not be eligible for return or exchange due to hygiene, customization, clearance status, or other practical reasons. Unless defective or incorrectly supplied, the following are commonly non-returnable:
To start a return, exchange, or refund request, contact [email protected] with your order details and reason for the request. Please do not send items back without contacting support first, as return instructions may vary depending on the product and issue.
Once a returned item is received, we will inspect it to confirm its condition and whether it meets the requirements of this policy. Approval of refunds, replacements, or exchanges depends on the inspection result and the circumstances of the order.
If a return does not meet the stated conditions, we may decline the request or offer an alternative resolution where appropriate.
If a refund is approved, it will generally be issued to the original payment method where possible. In some cases, another suitable refund method, store credit, or adjustment may be used depending on the payment channel and operational limitations.
Original shipping charges may be non-refundable unless the return is due to our error, a defective item, or an incorrect item sent by us.
Where stock is available, we may offer an exchange for the same item or another suitable item of equal value. If the requested replacement is unavailable, we may offer an alternative solution such as a refund or store credit.
Customers may be responsible for return shipping costs if the item is being returned for preference-based reasons such as a change of mind, where such returns are accepted. If the item is defective, damaged on arrival, or incorrectly delivered, we may review and cover reasonable return shipping costs or provide another suitable remedy.
Return review and refund processing times may vary based on the product, the reason for return, payment method, and courier timelines. After approval, please allow a reasonable processing period for the refund or exchange to be completed.
If you need to cancel an order, please contact us immediately at [email protected]. We may be able to cancel the order if it has not yet been processed or dispatched. Once shipped, the order may need to follow the standard return process instead.
If you are unsure whether your item is eligible for return, refund, or exchange, please contact Manor House at [email protected] for case-specific assistance.
