At House Flex Shop, we take pride in offering premium European home improvement products including doors, flooring, and architectural elements. While we strive for your complete satisfaction, we understand that sometimes products may need to be returned or exchanged. Our policy is designed to make this process as straightforward as possible while maintaining our high standards of service.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in original, unused condition with all packaging intact
  • Request must be made within 15 days of receiving your order
  • Original proof of purchase must be provided

Non-Returnable Items

Due to the custom nature of some of our premium products, the following cannot be returned unless faulty:

  • Made-to-measure products (custom-sized doors, room dividers, or stair parts)
  • Special order ironmongery with specific finishes
  • Opened flooring materials (where quantity cannot be verified)

Return Process

Step 1: Initiate Your Return

Email our customer service team at [email protected] with the following information (or use our template below):

Subject: Return Request – Order #[Your Order Number] Dear House Flex Shop Team, I would like to request a return for the following item(s) from my order #[Your Order Number]: Product Name: Reason for Return: Preferred Resolution: [Refund / Exchange for (specify product)] I confirm the item(s) are in original condition with all packaging intact. [Your Full Name] [Your Contact Number] [Order Date]

Step 2: Receive Return Authorization

Within 2 business days, we’ll email you:

  • Return authorization number
  • Shipping instructions (including return address)
  • Any special packaging requirements

Step 3: Ship Your Return

For your convenience, we offer two return shipping options:

  1. Self-arranged return: Ship using your preferred carrier (must include tracking)
  2. Prepaid label: We can email a return label (deducted from your refund)

Note: Original shipping costs are non-refundable, except in cases of our error or faulty products.

Refund Process

Once we receive and inspect your return:

  • Refund method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Processing time: 3-5 business days after return approval
  • Bank processing: Additional 2-10 business days depending on your financial institution

Exchange Process

For exchanges of eligible products:

  1. Follow the standard return process above
  2. Clearly state your desired exchange item in your request
  3. We’ll process the exchange once the original item is received
  4. Any price differences will be charged/refunded accordingly

Note: For international exchanges, additional shipping charges may apply.

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us immediately at [email protected]
  • Include photos of the damage or incorrect item
  • We’ll arrange a replacement or refund at no additional cost

European Quality Assurance

As purveyors of premium European home improvement products, we maintain rigorous quality standards. Should any product fail to meet your expectations, our York-based customer service team is committed to finding an equitable solution that upholds our reputation for excellence.

For further assistance with returns or exchanges, please contact:

House Flex Shop Customer Service
Email: [email protected]
Phone: +44 (0)1904 123 456
Hours: Monday-Friday, 9am-5pm GMT