Returns Information for House of Trade NE LTD

At House of Trade NE LTD, we strive to ensure complete satisfaction with every purchase. However, we understand that there may be occasions where a return/exchange is necessary. Below is our policy regarding returns:

Returns Policy

We accept returns on most products within 30 days from the date of purchase, provided the following conditions are met:

  • The item must be in its original, unused, and resalable condition, including packaging, manuals, and all accessories.
  • Ensure the product packaging has not been damaged or written directly on in any way.
  • A receipt or proof of purchase must be provided to process the return. Items that have been fitted or installed cannot be returned under any circumstances.
  • Certain items, such as bespoke orders or products marked as "non-returnable," are excluded from the return policy
  • If all the above conditions are met, you can return your products directly to us at your own cost.
  • We also recommend using a recorded delivery service and taking pictures of the items in delivery packaging prior to posting. This is to ensure your carrier has not damaged your goods in transit. The onus is on you to insure your returned products in case of any problems.

Return Delivery Address

House of Trade

Unit 19k

Airport Industrial Estate

Kingston Park

Newcastle Upon Tyne

NE3 2EF

For Trade Customers:

  • A restocking fee of 25% of the item price will be applied for unwanted items. However, if 25% of the returned product value is less than £30, a minimum charge of £30 will apply. This charge will be taken in advance to your return and the full original value of your product will be refunded after inspection.

For General Public Customers:

  • Customers will only be responsible for their own return shipping costs for unwanted items. There is no restocking fee for returns.

Damaged Items

For trade customers, if your item arrives damaged, you must report the damage within 7 days of receiving the item. For general public customers this timeframe is 14 days and we must receive the products within 14 days after initiating the return.

Please retain all original packaging materials and photographs of the damage for our records. We will resolve the issue promptly and assist you with either a refund or replacement.

Exchanges

For Trade Customers:

From the Select Range, exchanges are free for like for like products. If the price of the exchange is higher, the difference will need to be paid before the exchange can be processed. If the price is lower, we will credit/refund your account once the product has gone back into stock. From all other ranges there may be restocking charges for sending an item back and reordering a new product in its place. For all trade customers the exchange must be made at the original delivery address and House of Trade will organise the transportation.

For General Public Customers:

Consumer Rights Under the UK Consumer Rights Act 2015, you have the right to return or exchange goods if they are faulty, not as described, or do not meet your expectations. You are entitled to an exchange or refund in these circumstances. This policy ensures compliance with your statutory rights.

Conditions for Exchanges

  • Faulty or Damaged Products: If your product is faulty or damaged upon arrival, you may exchange it for a like-for-like replacement or another product of equal value. We will cover the cost of return postage in this case.
  • Change of Mind: If you simply change your mind about the product, you may be entitled to exchange it within 14 days from the date of receipt. The product must be unused, in its original packaging, and in a resaleable condition.
  • Incorrect Order: If you have received the wrong product, we will happily exchange it for the correct one. You must notify us within 14 days of receiving the item.

Timeframe for exchange

  • Exchanges due to a fault or incorrect order must be initiated within 30 days of receiving your product.
  • Exchanges for reasons such as a change of mind must be initiated within 14 days from the day you receive your order.

Refund for Exchanged Products: If an exchange is not possible or you prefer a refund, we will refund you to the original method of payment. Please note that your refund will be processed within 14 days from when we receive the returned item, in accordance with UK consumer law.

How to Return/Exchange an Item

Via Our Website:

  • Log In To Your Account: Visit our website and log in to your account.
  • Click "My Account" or the "User Icon"
  • Find the appropriate order: Find the order containing the item you wish to return/exchange.
  • Select the Product: Click the return/exchange button for the corresponding product you wish to return/exchange.
  • Follow the Popup: Follow the prompts and select either email or phone
  • (Email) Provide a Description & Quantities: Include a brief description of the reason for the return/exchange.
  • Upload Photos Upload as many photos / angles as possible of the item in its original packaging to assist with the return process.

For Direct Orders or Alternative Method:

If your item was ordered directly from our showroom or you prefer assistance over the phone, please call us at 0330 043 5904 for guidance on how to return the product.

What Happens Next?

  • Upon receiving the returned product (in original packaging), we will inspect it and process a refund.
  • All exchanges are collected and replaced at the original delivery address.
  • Refunds will be processed and returned to your account within 14 days of receiving the returned item. If you encounter any issues with your refund, please contact us directly for assistance.
  • Refunds will be issued to the original payment method used at the time of purchase, minus any applicable restocking fees for trade customers

Contact Information

If you have any questions regarding returns or need assistance, please don’t hesitate to get in touch with us:

Thank you for choosing House of Trade!