Refund policy


Last updated: 12/12/2025

At Mudhaus, we specialise in curated pre-loved, ex-display, returned, and surplus furniture. Each piece is selected for its design, quality, and character — and many items are not brand new.

Because of the nature of what we sell, we recommend reading this policy carefully before purchasing.

Condition of Items

  • Most Mudhaus items are not new in box
  • Minor cosmetic marks, light wear, handling signs, or patina may be present
  • These characteristics are expected and are not considered faults

Any significant defects, damage, or structural issues will always be clearly photographed and described in the product listing.

By placing an order, you acknowledge and accept the condition of the item as described.

Change of Mind Returns

If you purchase from us online, you have the legal right to cancel your order within 14 days of delivery, including for a change of mind.

To do so:

  • You must notify us in writing within 14 days of receiving your item
  • You then have a further 14 days to return the item to us

Please note:

  • Items must be returned in the same condition as received
  • You are responsible for arranging and covering the cost of return transport
  • Original delivery charges are refundable; return delivery charges are not

We strongly recommend checking measurements, access, and suitability before purchase.

 

Faulty or Misdescribed Items

You may be entitled to a return, repair, replacement, or refund if:

 

  • The item is significantly not as described, or
  • The item arrives damaged in transit

This does not include:

  • Minor cosmetic wear consistent with ex-display or pre-loved items
  • Characteristics that were clearly shown or described in the listing
  • Variations in colour, tone, grain, or texture due to lighting or screen settings

All items are assessed in line with the Consumer Rights Act 2015, taking into account the nature and condition of the item.

Reporting an Issue

  • Please contact us as soon as reasonably possible after delivery if you believe there is an issue
  • We recommend reporting within 48 hours so we can resolve matters quickly
  • Include your order number and clear photographs where relevant

Reporting timeframes do not affect your statutory rights.

Assessment & Resolution

  •  All claims are reviewed on a case-by-case basis

  • If a return is approved, we will confirm the next steps

  • Refunds are issued to the original payment method only

Change of mind (14-day cancellation): We will refund the item price and the cost of our standard (lowest-cost) delivery option. If you selected an upgraded delivery service, we refund the standard delivery amount only. Return transport/collection costs are the customer’s responsibility.

Faulty or misdescribed items: Where an item is confirmed as faulty or significantly not as described, we will refund the item price and delivery costs, and we will cover reasonable return/collection costs.

Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015.

If you have any questions before purchasing, please get in touch — we’re always happy to help you make the right choice.