Refund policy

Our Commitment to You

At Our Family House, we want you to be satisfied with every order. If something is not as you expected, we have kept the process of returning or exchanging an item simple and straightforward.

Damaged, Defective, or Incorrect Items

Furniture occasionally takes a knock in transit. If an item arrives damaged, defective, or is not what you ordered, please contact us within 30 days of delivery at contact@ourfamilyhouse.com. Include your order number along with clear photographs of the item, the damaged area, and the outer packaging.

Depending on the issue, we will send a replacement part, arrange a replacement item, or provide a full refund. We cover the original shipping cost in these cases. No restocking fee applies, and you will not be asked to pay return shipping.

If the outer packaging is visibly damaged on arrival, please photograph it before opening.

Exchanges

If you would like to exchange an item for a different size, colour, or product, please get in touch with our customer service team and we will walk you through the exchange process.

Standard Returns – 30-Day Policy

Changed your mind? Eligible items may be returned within 30 days of receipt, provided they are:

unused and in their original condition;
fully disassembled where the item was supplied flat-packed;
returned in their original packaging, with all fittings, hardware, and instructions included.

Please write your order number clearly on the outside of the return parcel. Return shipping costs for standard returns are your responsibility, and original shipping charges are non-refundable. Because furniture is bulky, return shipping can be significant — please check the dimensions listed on the product page before ordering.

Once we have received and inspected the returned item, refunds are normally issued within 7 business days. Your bank or card issuer may require additional time before the refund appears on your statement.

Restocking Fee

We do not charge restocking fees on returned items. When you return an eligible product, you receive a full refund of the purchase price.

Items Not Eligible for Return

We are unable to accept a return where:

the return parcel does not include a valid order reference number;
the item has been assembled and shows signs of use or wear;
the item is not in a returnable condition as set out above;
the original packaging, fittings, or hardware are missing.

How to Start a Return

Please contact us at contact@ourfamilyhouse.com before sending anything back, so that we can issue return authorisation and instructions. Return instructions and the return address will be sent to you by email once your return has been approved. This allows us to track your parcel and process your refund without delay.

Refund Process

Once your return has been received and inspected, we will let you know whether your refund has been approved. Approved refunds are credited to the original payment method within 7 business days. Processing times may vary depending on your financial institution.