Refund Policy

Last Updated: May 2026

At HOUSENT, we supply customised and made-to-order digital products. By placing an order through housent.shop, you agree to the policy outlined below. This policy is designed to comply with applicable UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Digital Products

All products sold by HOUSENT are delivered electronically and are classified as digital content. No physical items are shipped.

Because our products are customised and/or made to order, special refund conditions apply once delivery or access has started.

2. Your Cancellation Rights

Under UK law, customers purchasing digital content normally have a 14-day cancellation right. However, this right ends once:

- the digital content has been delivered, downloaded, accessed, activated, or used; and
- you expressly consent to immediate delivery and acknowledge that your cancellation rights will be lost.

By purchasing from HOUSENT, you agree that delivery begins immediately after payment confirmation and acknowledge that your statutory cancellation rights may end once the product is accessed or activated.

3. Refund Eligibility

A refund may be approved in the following situations:
- The product was not delivered to your provided email address;
- The file or digital product is corrupted or unusable;
- The delivered product is materially different from the product description;
- A technical issue caused by HOUSENT prevents proper access to the purchased product.
Where appropriate, we may first attempt to repair, replace, or re-send the product before issuing a refund.

4. Non-Refundable Situations

Refunds, reversals, or chargeback claims will not be accepted in the following cases:
- You changed your mind after purchase;
- You no longer need the product;
- You purchased the wrong item by mistake;
- You dislike the design, style, or features after delivery;
- You failed to read the product description before purchase;
- The product has already been downloaded, accessed, activated, customised, or used;
- You are unable to use the product due to third-party software, device, account, or platform restrictions outside our control.
Due to the nature of digital goods, once access or activation occurs, the product is considered fully delivered and consumed.

5. Chargebacks & Payment Disputes

Customers agree to contact HOUSENT before initiating any chargeback or payment dispute.
We maintain delivery logs, activation records, download confirmations, IP records, and order verification data for fraud prevention and dispute resolution purposes. Fraudulent chargebacks may be challenged with supporting evidence provided to the payment processor or financial institution.

6. Customised & Made-to-Order Products

Products created specifically for a customer’s request, personalisation, or configuration are non-refundable once production or delivery has begun, except where required under UK consumer law.

7. Processing Time for Approved Refunds

If a refund is approved, the payment will be returned to the original payment method within 5–10 business days, depending on your bank or payment provider.

8. Contact Information

If you require assistance regarding an order or refund request, please contact:
HOUSENT

Email: support@housent.shop

Website: housent.shop

Address: Colindeep Lane, Colindale, London, United Kingdom, NW9 6BX