Return and refund policy

At House Villo, your satisfaction with every order is what we aim for. If something you have bought does not live up to what you hoped, we provide a clear and straightforward return process to put your mind at ease.

Return Window

From the day your order arrives, you have 30 days to ask for a return. For an item to qualify, it must:

• Be unused and still in its original, flawless condition
• Come with all the original tags and packaging
• Be free of any signs of wear, damage or use

How To Start A Return

To get a return underway, reach out to our customer service team at info@housevillo.com and include the following:

• Your order number
• The item or items you would like to send back
• The reason you are returning them

Our team will look over your request and send you the return instructions. Please hold off on shipping anything back before you have heard from us, as doing so beforehand can hold up the process.

Who Pays For Return Shipping

The cost of return postage is covered by the customer, except where the item you received was faulty, damaged or not what you ordered. We advise choosing a tracked delivery service, since we are unable to take responsibility for parcels that go missing on their way back to us.

How Refunds Work

After your returned item reaches us and has been checked, we will let you know whether your refund has been approved or turned down. If it is approved, we will issue the refund within 10 working days to the payment method you originally used. Bear in mind that, depending on your bank or payment provider, it may take a little longer for the refund to show up in your account.

Items We Cannot Accept

Returns are not possible for:

• Items that the customer has used or damaged
• Items sent back without prior approval
• Items missing their original packaging or tags

Damaged or Wrong Items

If what you receive is defective, damaged or incorrect, please get in touch within 48 hours of delivery at info@housevillo.com and attach photos showing the problem. We will sort things out as quickly as we can, either by sending a replacement or by issuing a refund.

Exchanges

For now, we are unable to offer direct exchanges. If you would prefer a different size or model, the best approach is to return the original item and place a fresh order.

Contact Us

If anything about returns or refunds is unclear, please don't hesitate to get in touch:

Email: info@housevillo.com
Phone: +44 20 7806 1832

Thank you for choosing House Villo.