Refund policy
Last updated: May 19, 2026
Thank you for shopping with House of Charis.
We want you to be happy with your purchase. Please read our Return & Refund Policy carefully before placing an order.
1. 30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
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in the same condition that you received it;
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unworn, unused, and undamaged;
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with tags attached, where applicable;
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in its original packaging;
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accompanied by proof of purchase, such as your order confirmation or receipt.
2. How to Start a Return
To request a return, please contact us first at:
Please include:
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your full name;
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your order number;
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the item you wish to return;
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the reason for the return;
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photos, if the item is damaged, defective, or incorrect.
Please do not send any item back without contacting us first.
If your return request is accepted, we will provide return instructions and the correct return address.
Items sent back without first requesting a return may not be accepted.
3. Return Address
For privacy and security reasons, our return address is provided only after a return request has been reviewed and accepted.
Please contact us at:
Once your return is approved, we will send you the correct return instructions.
4. Return Shipping Costs
Customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect, or the issue was caused by us.
If the return is due to our error, such as receiving the wrong item or a damaged/defective item, we will advise you on the return process and may provide a return label or suitable return instructions.
We recommend using a tracked delivery service and keeping proof of postage, as we cannot be responsible for items lost or damaged during return shipping.
5. Damaged, Defective, or Wrong Items
Please inspect your order as soon as you receive it.
Contact us immediately at:
if your item is:
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defective;
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damaged;
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incorrect;
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missing parts;
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not as described.
Please include your order number and clear photos of the item and packaging so we can review the issue and make it right.
6. Non-Returnable Items
Certain items cannot be returned unless they are faulty or incorrectly supplied.
Non-returnable items may include:
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personalised or custom-made items;
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perishable goods, such as food or fresh products;
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opened or used personal care, beauty, skincare, fragrance, or hygiene products;
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earrings or jewellery items that cannot be returned for hygiene reasons once worn or removed from sealed packaging;
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sealed goods that have been opened and cannot be returned for health or hygiene reasons;
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gift cards;
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final sale or clearance items, where clearly stated at the time of purchase.
Please contact us before purchasing if you have questions about whether a specific item can be returned.
7. Sale Items and Gift Cards
Unfortunately, we cannot accept returns on gift cards.
Sale items or clearance items may be non-returnable where this is clearly stated at the time of purchase, unless the item is faulty, damaged, incorrect, or your statutory rights apply.
8. Exchanges
The fastest way to exchange an item is to request a return for the item you have.
Once the return is accepted, you can place a separate order for the new item you want.
9. UK and EU Cooling-Off Rights
For eligible online purchases, customers in the UK and European Union may have the right to cancel their order within 14 days of receiving the goods, without giving a reason.
After notifying us that you wish to cancel, you usually have another 14 days to return the item.
Returned items must be in the same condition that you received them, unless you have handled the item only in a way that would normally be allowed in a shop.
Some items are excluded from cooling-off rights, including personalised goods, perishable goods, and sealed hygiene or personal care items once opened.
10. Refunds
Once we receive and inspect your returned item, we will notify you by email to confirm whether your refund has been approved.
If approved, your refund will be processed to your original payment method.
We aim to process approved refunds within 10 business days, but banks and payment providers may take additional time to complete the refund.
Where required by law, refunds will be made within 14 days of receiving the returned item or proof that it has been sent back.
If more than 15 business days have passed since your refund was approved, please contact us at:
11. Contact Us
For return, refund, or exchange questions, please contact us at:
House of Charis
Operated by NmaCharis Limited
Company Registration Number: 16722357
Email: info@nmacharis.com
We currently provide customer support by email only.