Return policy

Return & Refund Policy

1. Overview

At House of Cardwell, your satisfaction is our priority. We understand sometimes an item may not be exactly what you hoped for. This Return & Refund Policy sets out the rules and processes for returning items purchased from our online store.

2. Return Period

  • You may request a return within 30 calendar days from the date your order was delivered.

  • Items returned after 30 days may not be eligible for a refund, though we may offer store credit at our discretion.

3. Eligibility for Returns

To qualify for a return:

  • The item must be unused, unworn (if apparel/footwear), unwashed, with original tags attached.

  • It must be in the original packaging and in the same condition in which you received it.

  • Sale or promotional items may have a different return condition — check the product page for any specific exclusion.

  • Items marked FINAL SALE or non-returnable will not be eligible for return unless there is a proven defect.

4. How to Initiate a Return

  1. Contact us at our support email (or via the Contact page) and include:

    • Your order number.

    • Item(s) you wish to return.

    • Reason for return.

  2. We will provide you with a Return Merchandise Authorization (RMA) number and return instructions.

  3. You must ship the item back to us within 7 calendar days of receiving RMA.

  4. We recommend using a trackable shipping method and retaining the shipping receipt until your return is processed.

5. Return Shipping Costs

  • Unless the return is due to our error (wrong item, damaged item, etc.), shipping costs for return are the customer’s responsibility.

  • We advise insuring the shipment since we cannot guarantee we will receive the return if it gets lost in transit.

6. Refunds & Store Credit

  • Once we receive and inspect the item, we will notify you of the status of your refund.

  • If approved, your refund will be processed within 5–7 business days and amount will be credited to your original payment method.

  • Please note that your bank or credit card company may take additional time to post the refund.

  • If you prefer, we may offer a store credit instead of refund — in which case the credit will be issued and valid for [e.g., 12 months] from issue date.

7. Exchanges

  • We do not automatically exchange items. If you need a different size, colour or item, please return the original item for a refund/store credit and place a new order for your desired item.

  • If the exchange is due to a defect or error on our part, please contact us and we will coordinate the process at no additional cost to you.

8. Defective or Wrong Items

  • If you receive a defective or incorrect item, please contact us within 7 calendar days of delivery.

  • Include photographic evidence of the defect or wrong item.

  • We will arrange a replacement or a refund and cover return shipping in these cases.

9. International Returns

  • If you are ordering from outside our domestic shipping region, you are responsible for any customs, duties or taxes associated with the return.

  • Returns must still meet the standard eligibility criteria above.

10. Non-Returnable Items

The following goods are non-returnable and non-refundable:

  • Gift cards or promotional codes once redeemed.

  • Items that have been washed, altered, or show signs of wear.

  • Products purchased as FINAL SALE (clearly indicated at purchase).

  • Items consumed or damaged due to misuse.

11. Contact Us

For all returns, questions or assistance, please contact:

  • Email: [your support email]

  • Contact page: [link to Contact Us page]

  • Please include your order number and description of the issue.

Additional Notes

  • We recommend placing the policy link in your website footer (as you already have for “Refund Policy”) and also linking it from product pages, checkout, and order communications so customers are fully informed.

  • You might want to align timeframes with your shipping + delivery expectations (e.g., if international shipping takes longer, consider extending the return window).

  • If you offer free returns for certain products or during special promotions, state that clearly here.

  • If you charge restocking fees (not recommended for fashion e-commerce), disclose them here.