Refund policy

Our Promise to Customers

At Our Family House, customer satisfaction is our priority. We take pride in offering quality products and a smooth shopping experience. If something isn’t right with your order, we are here to help with an easy and transparent return or exchange process.

Faulty, Damaged, or Wrong Items

If your item arrives damaged, defective, or you received the wrong product, please contact us within 30 days after delivery at info@ourfamilyhouse.com .

To help us resolve the issue quickly, include:

Your order number
Clear photos showing the problem

Depending on the situation, we may offer:

A replacement item
Store credit
A full refund

For approved cases involving faulty or incorrect products, we will also reimburse the original shipping costs. No restocking fees apply. Return shipping costs are covered by the customer unless the mistake was on our side.

Exchanges

Need a different size, colour, or another product? Our support team will gladly assist you with the exchange procedure. Simply contact us and we will provide the necessary instructions.

30-Day Return Policy

If you changed your mind about your purchase, eligible products may be returned within 30 days of receiving the order.

Returned items must meet the following conditions:

Unused and unworn
In original condition
Returned with original packaging

Please make sure the order number is clearly written on the outside of the return parcel.

Customers are responsible for return shipping costs for standard returns. Original shipping charges are non-refundable.

After your return is received and inspected, refunds are generally processed within 7 business days. Depending on your bank or payment provider, additional processing time may apply.

Restocking Fees

Our Family House does not charge any restocking fees. Eligible returned items qualify for a full refund of the purchase amount.

Non-Returnable Situations

Unfortunately, returns cannot be accepted if:

The package does not include a valid order number or reference
The product does not meet the return conditions listed above

Starting a Return

Before returning any product, please contact us at info@ourfamilyhouse.com to receive return authorization and detailed instructions. This helps us process your return faster and track the shipment correctly.

Refund Timeline

Once your returned item has been received and inspected, we will notify you regarding approval of your refund. Approved refunds are sent back to the original payment method within 7 business days.

Please note that banks and card issuers may require additional time to complete the transaction.