Returns and Refunds

At housenumber.store, we strive to ensure that every customer is delighted with their handmade ceramic products. However, as a business registered in the EU (Spain), our return and refund policy complies with the EU Consumer Rights Directive and relevant Spanish legislation. Please read the following terms carefully.

Personalized and Made-to-Order Products

All of our ceramic items are personalized and made to order. According to Article 16(c) of the EU Consumer Rights Directive, such goods are exempt from the 14-day right of withdrawal. This means that all orders are final, and returns are not accepted, except in very limited circumstances outlined below.

Exceptions: Returns and Refunds

We accept returns or refunds only in the following cases:

1. Item Significantly Different from Order: If the product you receive is significantly different from what you ordered, please provide clear photo evidence showing the discrepancy.
   • Note: Colors may vary slightly due to differences in screen displays and lighting conditions. Such variations are not considered defects.
2. Damaged Items: While we take great care in packaging our fragile ceramics, breakages can occur during transit. If your item arrives damaged:
   • Report the damage to us within 24 hours of receiving the package.
   • Provide photo evidence of the damage, along with proof that you reported it to the delivery company.
   • As all packages are registered, tracked, and insured, we will cover losses or damages caused during delivery.

Process for Returns or Refunds

To initiate a return or refund process:

1. Contact our customer care team using the contact form on our website.
2. Provide all required documentation (e.g., photos of damage or discrepancies, proof of delivery report).
3. Wait for written confirmation from us approving your return or refund request.

Refunds will only be processed once:

• We have confirmed acceptance of your claim in writing.
• The returned product has been received at our premises in its delivered condition.

Important Notes

• Refunds will be issued using the same payment method used for the original purchase.
• Customers are responsible for ensuring that returned items are securely packaged to avoid further damage during transit.

We appreciate your understanding of these policies, which allow us to continue offering high-quality, handcrafted products while adhering to EU regulations. Should you have any questions or require assistance, please don’t hesitate to reach out to us!