Refund policy

Return & Refund Policy

Last updated: July 2026

At Houseyy, we carefully inspect and package every order before dispatch.

This Return & Refund Policy applies to purchases made through the Houseyy website and delivered to:

  • The United Arab Emirates

  • Saudi Arabia

  • Qatar

  • Kuwait

  • Bahrain

  • Oman

  • Europe

For orders delivered to Spain, this policy is subject to applicable Spanish and European Union consumer protection laws. Nothing in this policy limits any mandatory consumer rights available under those laws.

1. Right of Withdrawal for Orders Delivered to Spain

Customers purchasing as consumers and receiving their orders in Spain generally have the right to withdraw from their online purchase within 14 calendar days, without providing a reason.

The withdrawal period expires 14 calendar days after the date on which:

  • You, or a person nominated by you other than the shipping carrier, receives the product; or

  • For an order containing multiple products delivered separately, you receive the final product.

To exercise your right of withdrawal, you must inform Houseyy of your decision before the withdrawal period expires by sending a clear statement to:

houseyycustomersupport@gmail.com

You may use the withdrawal form provided at the end of this policy, but its use is not mandatory.

After notifying us of your withdrawal, you must return the product without undue delay and no later than 14 calendar days after notifying us.

2. Return Period for GCC Orders

For orders delivered within the Gulf Cooperation Council, including the UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, and Oman, customers may request a return within 14 days of receiving the order, subject to the conditions stated in this policy and any mandatory local consumer protection rights.

3. Condition of Returned Products

Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics, and functioning, in the same way that they would normally be permitted to inspect it in a physical shop.

Returned products should be:

  • In the same general condition in which they were received

  • Complete with all accessories, manuals, components, protective materials, and tags

  • Returned in the original packaging wherever reasonably possible

  • Accompanied by the order number, receipt, or other proof of purchase

The absence of original packaging does not automatically remove a customer’s statutory rights. However, the customer may be responsible for any reduction in the product’s value caused by handling beyond what was reasonably necessary to inspect it.

Products that have been installed, drilled, mounted, altered, extensively used, or damaged after delivery may have suffered a reduction in value. Houseyy may deduct an appropriate amount from the refund where permitted by applicable law.

4. How to Request a Return

To begin a return, contact:

houseyycustomersupport@gmail.com

Please include:

  • Your order number

  • Your full name

  • The email address used to place the order

  • The product you wish to return

  • The reason for the return, where applicable

  • Photos or videos of the product and packaging, particularly where the product is damaged, defective, incomplete, or incorrect

For a standard withdrawal or change-of-mind return in Spain, you are not required to provide a reason.

Houseyy will provide return instructions and the applicable return address. Please do not send products to a supplier, manufacturer, warehouse, or any address displayed on the shipping package unless Houseyy has specifically instructed you to do so.

Sending a product to an unauthorised address may delay the return or prevent Houseyy from receiving it.

5. Return Shipping Costs

Change-of-Mind Returns and Withdrawal

For returns resulting from withdrawal, change of mind, customer preference, an incorrect size selection, or another reason not caused by Houseyy, the customer is responsible for the direct cost of returning the product, unless Houseyy confirms otherwise in writing.

The customer should use a trackable shipping method and retain the shipping receipt and tracking information until the return has been completed.

Houseyy is not responsible for returned products lost or damaged during return transportation where the customer arranged the shipping, except where liability cannot legally be excluded.

Defective, Damaged, Incomplete, or Incorrect Products

Where a product is defective, damaged on arrival, incomplete, incorrect, or otherwise does not conform to the order, Houseyy will bear the reasonable return or collection costs where required by applicable law.

Houseyy may provide a prepaid return label, organise collection, reimburse reasonable return costs, or provide another suitable solution depending on the circumstances and delivery country.

Customers should not arrange unusually expensive return shipping without first obtaining Houseyy’s written approval.

6. Damaged, Defective, Incomplete, or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery.

If the product arrives visibly damaged, defective, incomplete, or different from what you ordered, please contact us promptly at:

houseyycustomersupport@gmail.com

Whenever possible, contact us within 48 hours of delivery so that we can investigate the issue with the shipping carrier or fulfilment partner.

The 48-hour notification request helps us process shipping-related claims efficiently. It does not remove or reduce any mandatory legal rights relating to defective or non-conforming products.

Please provide clear photos or videos showing:

  • The product and the reported issue

  • The outer shipping packaging

  • The internal protective packaging

  • The shipping label

  • Any visible damage

  • All items and accessories received

Houseyy may request additional reasonable information necessary to investigate the claim.

Depending on the circumstances and applicable law, the available solution may include:

  • Repair

  • Replacement

  • Completion of missing parts

  • A price reduction

  • Store credit, where accepted by the customer

  • A full or partial refund

  • Cancellation of the contract where legally applicable

7. Legal Guarantee for Orders Delivered to Spain

Products delivered to consumers in Spain are covered by the applicable legal guarantee of conformity.

For new products, the legal guarantee period is generally three years from delivery, subject to Spanish consumer law.

A product may be considered non-conforming where, for example, it:

  • Does not match its description

  • Does not possess the advertised features

  • Is not suitable for its ordinary intended purpose

  • Is not supplied with the required accessories or instructions

  • Does not provide the quality or performance that a consumer may reasonably expect

Where a product is non-conforming, the customer may be entitled to repair or replacement free of charge. Where repair or replacement is impossible, disproportionate, unsuccessful, or not completed within a reasonable period, the customer may be entitled to a price reduction or termination of the contract, depending on the circumstances and applicable law.

The legal guarantee does not cover damage caused after delivery by misuse, accidental damage, improper installation, unauthorised alteration, normal wear and tear, or failure to follow the supplied instructions.

Any commercial warranty offered by Houseyy is additional to, and does not replace or restrict, the customer’s statutory legal guarantee.

8. Products Excluded from the Right of Withdrawal

The statutory right of withdrawal may not apply to certain products where an exception is recognised under applicable law, including:

  • Products made to the customer’s specifications

  • Clearly personalised or customised products

  • Sealed products that are not suitable for return for health-protection or hygiene reasons after the seal has been removed

  • Products that, after delivery, have become inseparably mixed with other items

  • Other products specifically excluded from the withdrawal right by applicable law

An item is not excluded from return merely because it was purchased during a sale, promotion, or discount campaign.

Clearance, promotional, and discounted products remain subject to applicable withdrawal rights and legal guarantees unless a lawful exception applies.

Products excluded from the change-of-mind withdrawal right may still be eligible for a remedy if they are damaged, defective, incorrect, or otherwise non-conforming.

9. Installation and Customer Responsibility

Some Houseyy products, including wall clocks, lighting products, shelves, and decorative items, may require assembly, drilling, wall mounting, electrical connection, or careful installation.

Customers are responsible for:

  • Following the supplied instructions

  • Checking the product and included components before installation

  • Using suitable fixtures for the relevant wall or surface

  • Confirming that the installation location is safe and appropriate

  • Using a qualified professional where specialist installation or electrical work is required

To the extent permitted by law, Houseyy is not responsible for damage caused by:

  • Incorrect installation

  • Incorrect drilling or wall mounting

  • Use of unsuitable screws, anchors, tools, or fittings

  • Installation on an unsuitable wall or surface

  • Electrical work carried out by an unqualified person

  • Misuse, negligence, accidents, or improper handling

  • Alteration or attempted repair by the customer or an unauthorised third party

  • Failure to follow the product instructions

This section does not exclude Houseyy’s responsibility for a defect or lack of conformity that existed when the product was delivered.

10. Exchanges

Houseyy does not guarantee direct exchanges.

Where legally permitted, the fastest way to obtain another product, colour, model, or size is usually to return the original product and place a separate new order.

Where a product is defective, damaged, incomplete, or incorrect, Houseyy may offer a replacement as the appropriate legal remedy.

11. Refunds for Withdrawal and Change-of-Mind Returns

For valid withdrawals relating to orders delivered in Spain, Houseyy will refund the payments received from the customer, including the cost of the least expensive standard delivery method offered for the order.

Additional delivery costs resulting from the customer selecting an express, premium, scheduled, or more expensive delivery method are not refundable beyond the cost of standard delivery.

Refunds will be issued without undue delay and no later than 14 calendar days from the date on which Houseyy is informed of the customer’s decision to withdraw.

For physical products, Houseyy may withhold the refund until:

  • The returned product has been received; or

  • The customer provides satisfactory evidence that the product has been sent back,

whichever occurs first.

Refunds will normally be issued using the same payment method used for the original transaction, unless the customer expressly agrees to another method that does not result in additional fees.

12. Refunds for GCC Orders

For eligible returns delivered within the GCC, Houseyy will inspect the returned product and notify the customer whether the refund has been approved.

Where approved, the refund will normally be initiated to the original payment method within 10 business days after inspection.

The customer’s bank, card provider, payment service provider, or cash-on-delivery provider may require additional processing time before the refunded amount appears.

13. Non-Refundable Charges

For change-of-mind returns, the following costs may be non-refundable where permitted by applicable law:

  • Express, premium, or upgraded shipping costs exceeding the cost of standard delivery

  • Cash-on-delivery service fees

  • Return shipping costs

  • Installation or assembly services already completed

  • Customs duties or import charges that cannot be recovered by Houseyy

  • Any reduction in product value caused by unnecessary or excessive handling

For products that are defective, damaged, incorrect, or non-conforming, Houseyy will not impose costs on the customer where doing so would conflict with applicable consumer law.

No unlawful refund or restocking fee will be charged for exercising a statutory right of withdrawal.

14. Refused and Undeliverable Orders

Where an order is refused without an approved cancellation, or cannot be delivered because of an incorrect or incomplete address, repeated failed delivery attempts, failure to respond to the carrier, or failure to collect the parcel, Houseyy may deduct the reasonable shipping, return, handling, customs, or carrier charges incurred, where permitted by law.

This does not affect the customer’s statutory rights where delivery failed because of an error by Houseyy or the carrier acting on Houseyy’s behalf.

15. Refund Delays

After Houseyy confirms that a refund has been issued, your bank or payment provider may require additional time to process it.

For Spain orders, please contact us if the refund has not appeared after the legally applicable processing period and any reasonable banking time.

For GCC orders, if more than 15 business days have passed since Houseyy confirmed approval of your refund, contact:

houseyycustomersupport@gmail.com

16. Return Address

Do not return a product to the address shown on the original shipping label unless instructed to do so by Houseyy.

The correct return address may depend on the product, warehouse, fulfilment partner, and country of delivery. Houseyy will provide the applicable return address after receiving the return request.

This operational return address may be different from Houseyy’s registered business address.

17. Proof of Return

Customers are responsible for retaining proof that a returned product was sent.

We recommend using a tracked shipping service and retaining:

  • The shipping receipt

  • The tracking number

  • A photo of the packaged return

  • Any customs or carrier documents

Houseyy may be unable to issue a refund for a return that cannot be located and for which no evidence of dispatch is provided.

18. Statutory Rights and Applicable Law

Nothing in this policy excludes, restricts, or replaces any mandatory consumer right available under the laws applicable in the country where the order is delivered.

For customers in Spain, mandatory Spanish and European Union consumer protection laws will apply to the extent required.

Where any provision of this policy conflicts with a mandatory legal right, the mandatory legal right will prevail.

Houseyy reserves the right to refuse a return or make a lawful deduction where the return does not satisfy this policy, provided that doing so does not limit the customer’s mandatory statutory rights.

19. Contact Information

For returns, refunds, damaged products, legal-guarantee claims, or questions about this policy, contact:

Houseyy Customer Support
Email: houseyycustomersupport@gmail.com

Please include your order number in all correspondence.

Model Withdrawal Form for Customers in Spain

Complete and send this form only if you wish to withdraw from your purchase. You may also exercise your withdrawal right by sending any other clear and unambiguous statement.

To: Houseyy
Email: houseyycustomersupport@gmail.com

I hereby give notice that I withdraw from my contract for the purchase of the following product or products:

Product or products:

Order number:

Ordered on:

Received on:

Customer’s full name:

Customer’s address:

Customer’s email address:

Signature, only if this form is submitted on paper:

Date: