Refund policy

Pre-Orders:

There are NO REFUNDS on pre-orders.  Pre orders are an ETA (Estimated time of arrival) and sometimes arrival may be earlier or later than ETA given.  Times are out of our hands and will be shipped at the earliest convenience once they arrive.

Backorders:

Backorder furniture pieces may be ordered and a lead time estimate is given.  Backorder dates and lead times estimates however are subject to change.  High demand, production delays, and port congestion are the most common reasons for changes in backorder lead times and dates.  An approximate backorder date will be given (generally 8-12 weeks or more), customers will be notified if the manufacturer's current ETA is longer.  Once you place your order, the order will be non-refundable, regardless of any further delays. 

It is advisable that you contact us via email to houseofsutton@outlook.com to get lead times before placing an order.

Refunds:

- We do not offer returns, refunds or exchanges for change of mind, so please choose carefully.

- If we are unable to fulfil an order due to an item being out of stock after you have placed an order, we will advise you, cancel your order and provide you with a full refund.

Faulty Items:

- Before leaving our store, all products are carefully checked and packaged securely.  However, if you find your item is faulty, please contact us within 48hrs of receipt of the item(s).  Do this via sending an email to houseofsutton@outlook.com along with a photograph of the damage, your name and order number.  If agreed, once the item is returned to us in original packaging at customers expense and once assessed, we will contact you and arrange a replacement/refund if approved.  We reserve the right to refuse a return on any product that does not deem itself faulty or damaged.

Damaged Items from Shipping:

- Once the package/parcel leaves us and is collected via a courier, it is then their responsibility on how it is handled.  We ensure that packages are well packed for handling, but in the case where an item arrives damaged (in transit) then you will need to contact us within 24hrs of receiving the item.  We can assist in helping lodge a claim and providing information on what is required to open an investigation/claim with the courier.  Photos of damage(s) and packaging along with your order number, must be emailed to us to help open an investigation/claim with the courier.  If we do not receive the photos of any damage(s) caused during transit within 24hrs of receiving delivery, no insurance claim can be made.  If a claim is rejected from a courier, House of Sutton is not liable for loss or damages caused by couriers.  We reserve the right to refuse a return on any product that does not deem itself faulty or damaged.