Refund policy
Effective Date: October 1, 2026
At HAUSGEMX, we want customers to shop with confidence. This Return and Refund Policy explains the conditions and procedures for returns, refunds, exchanges, damaged or incorrect items, and order cancellations.
30-Day Return Window
We accept eligible return requests within 30 days of delivery.
To request a return, please contact us at:
Email: info@hausgemx.shop
Please include your order number, the item you wish to return, and the reason for your return.
This 30-day return policy is in addition to any statutory rights you may have under applicable UK consumer law.
Return Eligibility
To be eligible for a return, an item must generally:
- Be returned within 30 days of delivery
- Be unused and unworn
- Be in its original condition
- Include original tags and packaging, where applicable
- Show no signs of wear, washing, alteration, damage, or misuse after delivery
- Include any accessories or components originally supplied with the item
- Be accompanied by proof of purchase
For footwear, we recommend trying items on a clean indoor surface to avoid signs of wear.
Non-Returnable Items
Subject to applicable consumer law, returns may not be accepted for:
- Items returned outside the applicable return period
- Items that have been worn, washed, altered, or damaged after delivery
- Footwear showing signs of outdoor wear
- Items missing original tags or packaging, where applicable
- Certain sealed or hygiene-sensitive products once opened, where a lawful exception applies
- Items clearly identified as non-returnable where such a restriction is permitted by law
These restrictions do not affect your statutory rights regarding faulty, damaged, misdescribed, or incorrectly supplied goods.
How to Start a Return
To request a return:
- Contact info@hausgemx.shop within the applicable return period.
- Provide your order number and identify the item you would like to return.
- Explain the reason for your return.
- Wait for our customer service team to review your request and provide return instructions.
- Package the approved return securely and follow the return instructions provided.
Please contact us before sending any item back.
Do not send returned items directly to our business address unless our customer service team specifically confirms that it is the appropriate return destination.
Change-of-Mind Returns
For eligible voluntary returns resulting from customer preference, such as choosing the wrong size, style, or changing your mind, the customer may be responsible for applicable return shipping costs where permitted by law.
Any return-shipping responsibility will be communicated as part of the return instructions.
This does not affect any statutory cancellation or return rights that may apply to qualifying online purchases under UK consumer law.
Damaged, Faulty, or Incorrect Items
If you receive an item that is damaged, faulty, not as described, or different from what you ordered, please contact us at:
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the affected item
- Photographs of the packaging, where applicable
We will review the information and provide an appropriate remedy in accordance with applicable UK consumer law. Depending on the circumstances, this may include a repair, replacement, return, price reduction, or refund.
Where required by law, HAUSGEMX will bear reasonable return costs for faulty or incorrectly supplied goods.
Exchanges
If you would like to exchange an eligible item for another available size or product, please contact info@hausgemx.shop.
Exchanges are subject to product availability.
If the requested replacement is unavailable, an eligible item may instead be returned for a refund in accordance with this policy and applicable law.
Refunds
Once an eligible returned item has been received and reviewed, we will process the applicable refund in accordance with this policy and applicable legal requirements.
Approved refunds will generally be issued to the original payment method used for the purchase.
The time required for funds to appear in your account after a refund has been issued may vary depending on your bank, card issuer, or payment provider.
Original Shipping Charges
For voluntary returns outside statutory cancellation rights, original shipping charges may be non-refundable where permitted by law.
Where applicable UK law requires the refund of standard outbound delivery charges following a valid cancellation, those charges will be handled in accordance with the applicable legal requirements.
Additional costs resulting from a customer choosing a more expensive delivery method than the standard delivery option may not be refundable where permitted by law.
Online Purchase Cancellation Rights
Customers purchasing online may have statutory cancellation rights under applicable UK consumer law.
For qualifying purchases, consumers generally have the right to notify the retailer of cancellation within 14 days after receiving the goods, subject to applicable exceptions. After notifying us of a valid cancellation, the goods generally need to be returned within the period required by law.
These statutory rights operate separately from our 30-day return policy and are not reduced by this policy.
Order Cancellations Before Shipment
If you need to cancel an order before it has shipped, please contact us as soon as possible at:
We will make reasonable efforts to accommodate cancellation requests before fulfillment or shipment.
If an order has already been shipped, please contact us regarding the applicable return or statutory cancellation procedure.
Sale and Promotional Items
Eligible sale and promotional items may be returned subject to this policy unless a lawful restriction or exception has been clearly disclosed.
Any designation such as “final sale” does not remove statutory rights that cannot legally be excluded, including applicable rights concerning faulty or misdescribed goods.
UK Consumer Rights
Nothing in this Return and Refund Policy is intended to exclude, restrict, or modify rights or remedies that cannot lawfully be excluded under applicable UK consumer protection law.
This includes applicable rights under the Consumer Rights Act 2015 and statutory rights relating to qualifying distance or online purchases.
Where goods are faulty, not as described, or otherwise fail to meet applicable legal requirements, customers may have remedies independent of HAUSGEMX's voluntary 30-day return policy.
Contact Us
If you have questions about a return, exchange, refund, cancellation, or damaged or incorrect item, please contact us:
Store Name: HAUSGEMX
Website: hausgemx.shop
Email: info@hausgemx.shop
Phone: +44 7832176073
Business Address:
9 Comet Way
Aylesbury, ENG HP18 1AP
United Kingdom
- Choosing a selection results in a full page refresh.