Refund Policy

Last Updated: January 2025

1. Your Consumer Rights

Under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have statutory rights when purchasing goods online.

1.1 Cooling-Off Period (Distance Selling)

You have the right to cancel your order within 14 days of receiving your product without giving any reason. This is known as your "cooling-off period."

1.2 Faulty or Misdescribed Products

If a product is faulty, not as described, or not fit for purpose, you have additional rights under the Consumer Rights Act 2015.

2. 14-Day Cooling-Off Period

2.1 Eligibility

You may cancel your order and receive a full refund within 14 days of receiving your product if:

• You have simply changed your mind
• The product does not meet your expectations (and is not faulty)
• You ordered the wrong product

2.2 How to Cancel

To exercise your right to cancel, you must inform us of your decision by:

• Email: support@whitehouseappliances.com
• Phone: +44 2586764581
• Written Notice: Studio 41 Stewart Lake, Sophiaborough, GU1 2PB, United Kingdom

Please include your order number, name, and the product(s) you wish to return.

2.3 Return Conditions

To be eligible for a refund under the cooling-off period:

• Products must be unused and in their original condition
• Products must be in their original packaging with all accessories and documentation
• Products must not show signs of installation or use
• Protective seals and wrapping must be intact

2.4 Return Shipping

For returns under the cooling-off period:

• You are responsible for the cost of returning the product unless the product is faulty or misdescribed
• You are responsible for ensuring the product is adequately packaged
• You bear the risk of loss or damage during return shipping
• We recommend using tracked and insured shipping services

2.5 Refund Timeline

Once we receive and inspect the returned product:

• We will notify you of the approval or rejection of your refund
• If approved, your refund will be processed within 14 days
• Refunds will be issued to your original payment method
• You will receive an email confirmation when the refund is processed

3. Faulty or Defective Products

3.1 Your Rights

If a product is faulty or defective, you have rights under the Consumer Rights Act 2015:

3.2 Reporting Faults

If you believe your product is faulty, please contact us immediately:

• Provide your order number and purchase date
• Describe the fault in detail
• Provide photographs or videos if possible
• Explain how and when the fault occurred

3.3 Assessment Process

When you report a fault:

• We may ask you to provide additional information or diagnostic tests
• We may arrange for inspection or collection of the product
• We will assess whether the fault is covered under warranty
• We will inform you of the outcome and available remedies

3.4 Faulty Product Returns

For faulty or defective products:

• We will provide a prepaid return label or arrange collection at no cost to you
• You will receive a full refund including original delivery charges
• Refunds will be processed within 14 days of receiving the returned product

4. Damaged in Transit

4.1 Inspection Upon Delivery

Please inspect your product immediately upon delivery. If the product or packaging is visibly damaged:

• Note the damage on the delivery receipt
• Photograph the damage
• Contact us within 48 hours of delivery
• Do not discard the packaging

4.2 Reporting Transit Damage

To report damage that occurred during transit:

• Contact us at support@whitehouseappliances.com or +44 2586764581
• Provide your order number and delivery date
• Send photographs of the damaged product and packaging
• Describe the damage in detail

4.3 Resolution

For products damaged in transit, we will:

• Arrange collection of the damaged product at no cost to you
• Offer a replacement product or full refund, including delivery charges
• Process replacements or refunds as quickly as possible

5. Wrong or Incomplete Orders

5.1 Incorrect Product Delivered

If you receive the wrong product:

• Contact us within 7 days of delivery
• Do not open or use the product if it is clearly not what you ordered
• We will arrange collection and send the correct product at no cost to you
• Alternatively, we will provide a full refund

5.2 Missing Items

If your order is incomplete or items are missing:

• Check all packaging carefully, including boxes within boxes
• Contact us within 7 days of delivery
• We will send the missing items at no additional cost
• If items cannot be supplied, we will refund the missing items

6. Non-Refundable Items

6.1 Exclusions

The following cannot be returned or refunded unless faulty:

• Products that have been installed or built into fixtures
• Products that have been modified or altered
• Products damaged due to misuse or negligence
• Products with removed or damaged serial numbers
• Clearance or final sale items (clearly marked as such)

6.2 Hygiene Products

For hygiene reasons, certain products cannot be returned once opened or if protective seals are broken unless faulty.

7. Refund Methods

7.1 Original Payment Method

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Cards: 5-10 business days (depending on your bank)
• PayPal: 3-5 business days
• Other Methods: Processing times vary by provider

7.2 Refund Components

Refunds include:

• Full product price
• Original delivery charges (if product is faulty or we made an error)
• VAT (if applicable)

7.3 Non-Refundable Charges

The following are not refunded for cooling-off period returns:

• Original delivery charges (unless product is faulty)
• Return shipping costs
• Installation or removal costs

8. Exchanges

8.1 Product Exchanges

We do not offer direct product exchanges. To exchange a product:

• Return the original product for a refund following this policy
• Place a new order for the desired product

8.2 Replacement for Faulty Products

For faulty products, we will offer a like-for-like replacement if:

• The same product is in stock
• The fault is confirmed within 30 days of delivery
• You prefer a replacement over a refund

9. Manufacturer Warranties

9.1 Warranty Coverage

All products are covered by manufacturer warranties. Warranty periods vary by product and manufacturer (typically 1-5 years).

9.2 Warranty Claims

For warranty claims:

• Contact us first; we will facilitate the warranty claim process
• Provide proof of purchase and warranty documentation
• Describe the fault or defect
• We will coordinate with the manufacturer on your behalf

9.3 Warranty Limitations

Manufacturer warranties typically do not cover:

• Normal wear and tear
• Damage from misuse or accidents
• Improper installation
• Unauthorized repairs
• Commercial use of domestic products

10. Return Process

Step-by-Step Guide:

1. Contact Us: Email support@whitehouseappliances.com or call +44 2586764581
2. Provide Information: Order number, reason for return, and product condition
3. Receive Authorization: We will provide a Return Authorization Number (RAN)
4. Package Product: Securely pack the product in its original packaging
5. Include Documentation: Include RAN, order confirmation, and any accessories
6. Ship or Arrange Collection: Follow the return shipping instructions provided
7. Track Return: Keep tracking information for your records
8. Await Inspection: We will inspect the returned product
9. Receive Refund: Refund will be processed upon approval

11. Partial Refunds

Partial refunds may be issued in the following situations:

• Product shows signs of use beyond inspection
• Product is returned without original packaging
• Product is damaged after delivery (not during transit)
• Parts or accessories are missing
• Product is returned after the standard return period (at our discretion)

12. Cancellations Before Delivery

12.1 Order Cancellation

You may cancel your order before dispatch by contacting us immediately. If your order has not been dispatched, we will cancel it and provide a full refund.

12.2 After Dispatch

Once an order has been dispatched:

• You cannot cancel the order before delivery
• You must refuse delivery or return the product after delivery
• Standard return procedures will apply

13. Special Circumstances

13.1 Goodwill Refunds

In exceptional circumstances, we may offer refunds outside the standard policy at our sole discretion as a gesture of goodwill.

13.2 Force Majeure

If we cannot deliver or you cannot return products due to circumstances beyond our control (e.g., natural disasters, pandemics), we will work with you to find a reasonable solution.

14. Contact Us About Returns

15. Dispute Resolution

If you are not satisfied with how we have handled your return or refund:

• Contact our customer service team to escalate your concern
• We will investigate and respond within 7 business days
• If still unsatisfied, you may contact Citizens Advice or your local Trading Standards office
• You may also use Alternative Dispute Resolution (ADR) services

16. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Your statutory rights are not affected by changes to this policy.