Refund policy

We want you to be confident when ordering from Product House. This policy outlines your rights and our returns process.

1. Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact our customer support team as soon as possible. Once confirmed, a full refund will be arranged.

2. 14-Day Statutory Cooling-Off Period

In line with UK consumer law, you have the right to cancel your order within 14 days of receiving it, without providing a reason.

Conditions:

• Items must be returned unused, unopened and in a resalable condition

• You are responsible for return shipping costs

• We recommend using a tracked and insured courier service

Once the item is received and inspected, a full refund of the original purchase price will be issued.

3. Extended 30-Day Returns Policy

We also offer an extended returns period of 30 days from the purchase date.

Conditions:

• Items must be returned in full working order

• You must contact our support team to obtain a returns reference number before returning any item

• Returns sent without a valid reference may not be processed

Returned items will be inspected and graded before a refund is issued.

Product Grading Scale

• Used – Like New: Fully functional, minimal or no signs of use

• Used – Very Good: Minor cosmetic marks, fully functional

• Used – Good: Noticeable signs of use, fully functional

• Used – Acceptable: Heavy cosmetic wear, still functional

• Used – Not Functional: Not working or unsuitable for resale (no refund)

Refunds are issued based on the item’s resale value following inspection.

4. Refund Processing

• Refunds are issued to the original payment method

• Please allow up to 7 working days for funds to appear after approval

5. Important Notes

• A returns reference number is required for all returns

• Items must be securely packaged

• This policy does not affect your statutory rights