Refund policy
At Houlte, we want you to be satisfied with your purchase. If you need to return an item, our policy provides a 14-day return period and aims to process eligible refunds within 3 business days after the returned item has been received and inspected.
1. 14-Day Return Period
You may request a return within 14 days of receiving your order.
To be eligible for a return, the product should generally:
Be unused and in its original condition
Be returned with its original packaging and accessories where reasonably possible
Include the original order or purchase information
Not have been damaged through misuse, improper assembly, modification, or negligence
Some products or circumstances may be subject to different requirements where required by applicable law.
2. How to Request a Return
To request a return, please contact us within 14 days of receiving your order.
Please provide:
Your name
Order number
Product name
Reason for the return
Photos or other information about the product, where relevant
Email: support@houlte.com
Phone: +44 122854-4560
Our team will provide instructions regarding the return process.
3. Damaged or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect product, please contact us as soon as possible.
We may request photographs or other information to help us assess the issue and determine the appropriate solution.
Depending on the circumstances, we may offer a replacement, repair, refund, or another remedy available under applicable consumer law.
4. Return Shipping
For returns due to a change of mind, return shipping arrangements and costs may depend on the circumstances and applicable law.
Where an item is defective, damaged on arrival, incorrect, or otherwise covered by a legal remedy, we will handle return arrangements in accordance with applicable law.
Please do not send a product back before contacting us and receiving return instructions.
5. Refunds
Once your returned product has been received and inspected, we will determine whether it qualifies for a refund.
For approved returns, we aim to process the refund within 3 business days after the return has been received and approved.
The time it takes for the refunded amount to appear in your account may vary depending on your bank or payment provider.
Refunds will generally be made using the original payment method.
6. Non-Returnable Circumstances
A return may not be accepted where an item has been:
Damaged through misuse or negligence
Modified or altered after delivery
Improperly assembled
Damaged through failure to follow product instructions
Used beyond what is reasonably necessary to assess the product
This section does not affect any statutory rights you may have under applicable consumer law.
7. Statutory Consumer Rights
Nothing in this Return & Refund Policy is intended to limit or exclude your legal rights as a consumer.
Where applicable, you may have additional rights under UK consumer protection legislation, including rights relating to faulty, damaged, or incorrectly described products.
8. Contact Us
For return or refund questions, please contact:
Houlte
15 Castle St
Carlisle CA3 8SY
United Kingdom
Email: support@houlte.com
Phone: +44 122854-4560
Return Period: 14 days from receipt
Refund Processing: Within 3 business days after an approved return is received and inspected
Thank you for shopping with Houlte.