Refund policy

Last updated: 02.12.25

1. Change of mind (consumer returns)

If you are a consumer, you have the legal right to cancel your order within 14 days of receiving your items (the “cooling-off period”), unless an exception applies. To cancel, notify us in writing (email is fine).

·        You then have a further 14 days to return the item(s) to us.

·        Items must be unused, unopened and in a resaleable condition with original packaging.

·        You are responsible for return postage costs unless the item is faulty, damaged, or incorrect.

2. Refunds

·        Once we receive and inspect your return, we aim to process refunds within 5–10 working days.

·        Refunds are issued to the original payment method.

·        Original delivery charges are refunded only where required by law.

3. Faulty, damaged or incorrect items

If your item is faulty, damaged or incorrect, please contact us within 48 hours of delivery with your order number and photos where possible. We will arrange a replacement or refund in line with your consumer rights.

4. Non-returnable items

For hygiene and safety reasons, we cannot accept returns on:

·        Items that have been used, burned or opened (unless faulty).

·        Gift cards (if offered).

5. How to return

1.      Email contact@houseofintent.co.uk with your order number and reason for return.

2.      We will confirm the return address and provide instructions.

3.      Package the item securely (glass is fragile) and include your order reference.

4.      Send via a tracked service and keep your proof of postage.