Top Returns Questions

How do I arrange a return?

If you change your mind, you can return your product to us within 30 days of it being dispatched, unused and in its original retail packaging

If you wish to return an item, you must contact us to receive an authorisation number

You can contact us by email to arrange a return, support@vonhaus.com

Will I have to pay to return an item?

Yes you will be responsible for paying for return your item(s) unless the goods are faulty.

For unwanted items return charges are;

£3.99 - for a label to drop off at a Evri parcel shop

£6.99 - for home collections

For larger items such as furniture prices vary depending on the courier that will be collecting the goods from your home, item weight(s) and dimensions.

How long do I have to return an item?

You must return the item(s) within 30 days (from the date of dispatch of the product to you)

Can I receive a refund for my return?

We can only offer a refund if the item is unused and is returned in its original packaging with the seal and labels intact

Can I exchange my item?

We’re no longer offering exchanges on items. Once your item is returned in line with our returns policy, you will be refunded for the order and you’ll need to place a new order

What if the item is damaged or faulty?

All items receive a two-year guarantee, if your item is faulty by manufacturing defect and it is not related to misuse we will repair or replace the damaged item and cover the courier costs associated to sending the item back

Contact our Customer Service Team and they will guide you through the next steps

Please read our warranty policy for further details 

How will I be refunded?

The refund will go back onto the same card / account used at the time of purchase and will be paid back to you via a return transaction. By law, we are unable to refund to an alternative card / account.

If the refund was to be declined, we will then contact you within 14 days to obtain further information

How long will it take to receive a refund?

We will refund you within 30 days of receiving the returned item

Please ensure you include your 7 digit returns reference number so we can promptly process your refund

I paid Klarna, how will the refund work?

Once we have received the return (partial or full) and you have received confirmation of this, an updated statement will be sent to you by Klarna. If you returned a partial order, you’ll receive an adjusted payment schedule. With a full return, Klarna shall refund any payments collected and cancel any future scheduled payments

What happens if I forgot to include my returns slip?

If you forget to include your returns form our warehouse cannot match the return to your order and your refund may be delayed.  Please contact us as soon as you can, and we will do our best to help

Please read our returns policy for further details

Need more help?

Please read our full returns policy for more information