Returns & Complaints

1. RIGHT OF WITHDRAWAL AT HOUSEOUL
As a consumer, according to the law on distance contracts and off-premises contracts, you have the right to cancel your purchase without reason within 30 days of receiving the goods. You have 30 days from the time you notify us that you want to cancel your purchase to return the goods. The product should be returned in its original packaging. Refunds are made via our partner Klarna.

For more information, see Klarna's and PayPals terms and conditions. Note that the return shipping is paid by you as a customer if you regret your purchase with the exception of bulky packages delivered to your door. Also note that if you go beyond what is required to determine the function and characteristics of the goods, HOUSEOUL has the right to charge a depreciation deduction upon return. HOUSEOUL may also charge a compensation for any optional delivery.

1.1 How to make a return
Step 1: Contact us at support@houseoul.com. Enter your order number and that you want the returns in the subject line.
(Example: Subject line: "Return Order Number #14596").

Step 2: Pack the item well. Always use the original packaging when returning a product, however, the packaging must not be the outer carton as it can damage the condition of the product. If the product is damaged during the return, we will make a value reduction deduction If possible, we ask you to use the packaging you received your product in. We assess the amount of the deduction for each unique return, but the minimum deduction is €20.

Step 3: We will help you with a return label and pay for your return shipping. Please contact us at
support@houseoul.com for help with your return. We will send a return label to your e-mail address, which you then attach to the package.

From the time you as a customer have reported the return / complaint, the product must be found with us within 30 days, in line with the European Consumer Agency. If you want to read more about what applies, you can do so on the European Consumer Agency's website here.

2. COMPLAINT OF GOODS
You have the right to complain about a product for three years after you have received it. During the first six months after the purchase, it is up to HOUSEOUL to prove that the defect did not exist from the beginning. When more than six months have passed, you as a customer must be able to prove that you did not cause the defect, in accordance with consumer law. The complaint must be made within 30 days of discovering the fault.

2.1 How to make a complaint about a product

Step 1: Contact us at support@houseoul.com before returning the product.
In the subject line, please state the following: "Complaint Order number #11006".

It is important that the following information is included in the complaint email:

  • Contact details
  • Order number
  • Name of the product to be complained about
  • Picture(s) and description of the damage
  • Pack the product well. The original packaging must be undamaged and no notes or shipping labels may be attached to the original packaging.
  • We will refund your purchase when the return has been received and approved after examination.

In case of a complaint, HOUSEOUL is responsible for the return shipping. If the complaint is not approved, you as a customer are responsible for the return shipping.

2.2 We offer a 2-year warranty on all products in our range.

We offer a 2-year warranty on all items in our range. Should your item break or become defective within 2 years from when you bought it from us, we ask you to contact us at email support@houseoul.com where we will then help you further.


Note that HOUSEOUL has the right, at its own expense, to remedy the error or exchange the product for a faultless product.

3. TRANSPORT RESPONSIBILITY FOR GOODS
If the goods are damaged or lost during transportation from us to you, HOUSEOUL is responsible. In case of a possible return to us, it is you as a customer who is responsible for the goods. Therefore, we always recommend that you use a traceable shipping when returning. We encourage everyone to check that the item is faultless as soon as possible after receipt.

If the item is damaged at the time of delivery, this should be reported immediately by e-mail to support@houseoul.com. Remember to always save the packaging so that the complaint can be handled correctly.

3.1 How to report transportation damage
Contact us at support@houseoul.com before making a return. Please provide us with the following information:

  • Contact details
  • Order number
  • Name of the product to be notified
  • Picture of the damage
  • Fill in the return form and indicate that it is a transport damage after we have confirmed that we have received your notification of transport damage. When we confirm that we have received your email about transport damage, we will send you a return shipping label.
  • Pack the product well and send it with the return slip. Do not attach any notes or shipping labels to the original packaging.


We will reimburse you when the return is received and approved after examination.