Refund policy

Returns, cancellations and refunds

Last updated: 26 September 2026

This policy covers physical products and digital downloads bought from 243 House. Statutory consumer rights are not limited by this policy.

Cancelling a physical order

For eligible online purchases, tell us you wish to cancel within 14 days after delivery. You then have another 14 days to return the goods. You may inspect them as you would in a shop; a deduction may apply for handling beyond what is needed to check their nature, characteristics and functioning.

We refund the returned goods and standard outbound delivery charge where required. Extra costs of an upgraded delivery choice need not be refunded. Refunds use your original payment method and follow the statutory deadline; we may withhold a cancellation refund until the goods are returned or you provide evidence of return, whichever is earlier.

Contact us for the correct return destination. Contacting us is not a condition that removes your cancellation rights. We will not impose return-postage costs that were not disclosed before purchase. We cover reasonable necessary return costs for faulty or incorrectly supplied items.

The change-of-mind cancellation exception for genuinely personalised goods applies only where goods are made to your specifications or clearly personalised. Standard sizes, colours and designs are not treated as non-returnable merely because production begins after ordering.

Problems with physical goods

If an item is faulty, incorrect or not as described, contact us. Consumers normally have a 30-day right to reject faulty goods, with repair, replacement and other remedies available as the law provides. The personalised-goods exception does not remove rights concerning faults or misdescription.

Digital downloads

Consumers normally have 14 days after the contract is made to cancel a digital-content purchase. That right ends when supply starts only if, beforehand, you expressly agreed to early supply and acknowledged losing the cancellation right, and we supplied the required confirmation. If those requirements were not met, we do not treat downloading alone as a waiver of your cancellation rights.

For faulty, misdescribed or inaccessible digital content, contact us. We will investigate and provide the applicable remedy, such as restoring access, repair or replacement, or a price reduction/refund where required. A blanket “no refunds on downloads” rule does not apply.

How to contact us

Use 243 House Contact or the seller details in our Terms of service. Give your order number if available. You can cancel using any clear statement; this optional form may help:

“To 243 House: I give notice that I cancel my contract for [goods/digital content]. Ordered on [date], received on [date if applicable]. Name: [name]. Address: [address]. Order number: [if available]. Date: [date]. Signature: [only if sent on paper].”