Politique de remboursement

Refund Policy

Last updated: August, 2026

We want you to feel confident when shopping with WillaHaus. Please review our return, refund, and cancellation policy carefully before placing an order.

Nothing in this policy excludes or limits any return, withdrawal, refund, repair, replacement, or other right that cannot lawfully be excluded under the consumer-protection laws applicable to your purchase.

1. Return Eligibility

You may request a return within 30 days of delivery if the item is unused, unassembled, in its original condition, and in its original packaging.

Return requests must be approved by our customer service team before the item is sent back. Please do not return an item until you have received written return instructions from us.

Any mandatory statutory withdrawal or return right that applies to your purchase remains available even where its requirements or timeframe differ from this voluntary return policy.

2. Non-Returnable Items

To the extent permitted by law, the following items are not eligible for a voluntary return unless they arrive damaged, defective, or incorrect:

• made-to-order items;
• custom or personalized items;
• clearance or final-sale items;
• used, assembled, modified, or customer-damaged items;
• items without their original packaging; and
• oversized furniture items that cannot be safely returned through standard shipping.

These exclusions do not apply where applicable law requires us to accept the return or provide another remedy.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 5 days of delivery where reasonably possible at support@willahaus.com. A failure to report within 5 days does not remove any mandatory legal right you may have.

Please include:

• your order number;
• clear photos or videos of the issue;
• photos of the outer packaging; and
• a brief description of the problem.

If the issue is confirmed, we will offer an appropriate remedy, which may include a replacement, repair solution, replacement part, or refund, depending on the circumstances and any remedy required by applicable law.

For a confirmed damaged, defective, or incorrect item, WillaHaus will cover the necessary return shipping cost if a return is required.

4. Customer-Preference Returns

For an eligible voluntary return due to customer preference, including a change of mind, an incorrectly selected size or color, or an item no longer being needed, the customer is responsible for the return shipping cost unless applicable law requires otherwise.

Original shipping fees, expedited shipping fees, and special freight fees are non-refundable except to the extent that applicable law requires their reimbursement.

A reasonable restocking fee may apply to large furniture items to cover inspection, repackaging, and freight-handling costs, but only where the fee is disclosed, permitted by law, and not inconsistent with a mandatory statutory right.

5. Cancellation Policy

Orders may be cancelled within 24 hours of purchase if the order has not entered production, packing, or shipping preparation.

After an order has entered production, packing, or international freight processing, cancellation under this voluntary policy may no longer be possible. If you need to cancel an order, please contact us as soon as possible at support@willahaus.com.

This operational cancellation policy does not limit any cancellation or withdrawal right that applicable law gives you.

6. Refund Processing

Once a returned item is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 5–7 business days. Your bank or payment provider may require additional time to post the refund.

7. Delayed, Lost, Misdelivered, or Undeliverable Orders

Non-delivery cases are handled under Section 8, “75-Business-Day Non-Delivery Protection,” of our Shipping Policy. That section explains when the 75-business-day review applies, how split shipments and carrier delivery scans are handled, the available remedy for an affected item or package, and the circumstances that may be attributable to the customer or recipient.

The 75-business-day threshold is not a mandatory waiting period and does not postpone any earlier cancellation, refund, replacement, or other remedy available under mandatory consumer-protection law.

8. Refused Delivery or Failed Delivery

If a package is refused, returned, delayed, stored, or destroyed because the customer or recipient provided an incorrect or incomplete address, refused delivery without a legally valid reason, missed an agreed delivery appointment, failed to collect the package, failed to cooperate with the carrier, failed to respond to reasonable delivery contact attempts, or did not provide required customs information or pay customer-responsible destination charges, the customer may be responsible for actual and reasonable shipping, return, storage, redelivery, or related costs where permitted by law.

Any deduction from a refund will be limited to amounts that are permitted by applicable law. This section does not affect mandatory rights where the refusal or failed delivery resulted from our breach, a defect, damage, an incorrect item, or another legally valid reason.

9. Contact

For return or refund requests, please contact:

Email: support@willahaus.com

We aim to respond within 1–2 business days.