Refund policy

Return Policy

We only accept returns on faulty items notified to us within 28 days of purchase. After this point our AQG scheme is available until 12 months from your purchase date (see here). Our products are quality checked at various points so should arrive to you perfectly fine but we know the odd instance can happen. If this is the case please let us know via Email Office@houseofACRA.com or any of our socials (@houseofACRA) and we will refund or attempt to exchange the item upon receipt of it back to our warehouse. You will have a further 14 days for us to receive the item. We also offer a collection service at no extra cost (UK only - this requires 8am-8pm availability on a day of your choice Mon - Sat. You'll receive a 1-hour collection window on your chosen collection day).

Once your return is received and inspected at our warehouse, we will send you an email to notify you that we have received your returned item. We will also notify you of the final approval or rejection of your refund and if successful your refund will be processed automatically to the original method of payment.

 

Late or missing refunds

If you haven’t received a refund 7 working days after getting notification it has been processed, first please double check your bank account for any payments in the region of the amount expected.

If you still can’t see the payment, give us an email at office@houseofACRA.com or message on any of our socials (@houseofACRA) and we’ll investigate from our side. We may then ask you to contact your credit card company or bank, it may be that there will be some delay to your refund getting to you.

 

Sale items

Sale items are eligible for refunds according to the same criteria above.