Returns & Cancellations
Each piece we create at Haus Concrete is made just for you – crafted to order in our Cheshire studio, tailored to your space, and finished by hand with care. Because of this, most of our designs are classed as bespoke and fall outside the usual returns and cancellation policies.
That said, we want you to feel confident and reassured when you order from us. Below, you’ll find a clear breakdown of how cancellations and returns work – and what to do if something isn’t quite right.
If you’ve placed an order but haven’t yet received confirmation that we’ve accepted it, you’re free to withdraw it at any point – no questions asked and no charges applied. Just get in touch and we’ll take care of it.
Once your order is confirmed and the contract between us is made, you have a short window of 7 calendar days to change your mind – as long as we haven’t already started crafting your item.
If your order is not bespoke (e.g. from a ready-to-ship range), and you’d like to cancel within this timeframe, just let us know. You’ll need to return the item to us in its original condition, and we’ll refund the cost of the product (excluding delivery). Return postage is at your own expense.
However, for any made-to-order, tailored or personalised items – which covers most of what we do – this cancellation right no longer applies once production begins.
Because each item is designed specifically for you, cancellations and returns aren’t possible once we’ve begun crafting your piece.
We’re always here to help before you place an order – whether that’s confirming finishes, checking dimensions, or talking through design details. Just drop us a line and we’ll guide you through it.
Every piece is carefully inspected before it leaves our studio, but on the rare occasion something arrives damaged or faulty, please let us know within 48 hours of delivery. We’ll work quickly to put it right – whether that means a repair, a replacement, or another resolution that works for you.
Please include your order number, a brief description, and a few clear photos when you get in touch.
If you’re returning an eligible, non-bespoke item, please send it back to us at the address below within 7 days of your cancellation:
Haus Concrete
72 Worsley Road
Walton
Cheshire
WA4 6EH
You’ll need to cover the return cost, and make sure the item is in its original condition and packaging. Once we’ve received it, we’ll process your refund as soon as possible – typically within 14–30 days, depending on the circumstances.
We’re a small, detail-led studio that genuinely cares about what we make – and how it arrives in your home. If you’re ever unsure about anything, just reach out. We’ll always do our best to help.