Refund policy
Last updated: 8 October 2026
Seven days, sealed
You can return any House & Co. product within 7 days of delivery, as long as it is sealed and unopened, in its original packaging, with its label intact. After 7 days, or once a bottle has been opened or used, we cannot take it back.
This applies to concentrates, kits and spare refill bottles. A kit must be returned complete, with every bottle inside still sealed. The free refill bottle that came with a concentrate goes back with that concentrate.
How to start a return
Email customercare@houseand-co.com or use the contact page within 7 days of delivery, with your order number and the items you want to return. We will confirm the return and arrange a Bosta pickup from your address, or give you a drop-off option. Please do not send anything back before we confirm; unannounced returns cannot be accepted.
Refunds
Once the return reaches us and the seal is checked, we refund the price of the returned items within 10 working days. Orders paid by card are refunded to the same card; orders paid cash on delivery are refunded by bank transfer or InstaPay to the details you give us. Delivery charges are not refunded unless the return is due to our mistake. If a volume discount or free bottle depended on the returned item, the refund is adjusted so that the items you keep are charged at their correct price.
Damaged, leaking or wrong items
Please check your order on delivery. If anything arrives damaged, leaking, or is not what you ordered, tell us within 48 hours with a photo and your order number and we will replace it or refund it at no cost to you. This does not need the bottle to be sealed.
What cannot be returned
- Opened or unsealed bottles, and any product that has been used or diluted.
- Refill bottles that have been filled or used.
- Free gift bottles on their own, without the concentrate they came with.
- Items returned more than 7 days after delivery.
Exchanges
We do not exchange directly. Return the sealed item within 7 days and place a new order for what you want; we will refund the returned item as above.
Questions
Write to customercare@houseand-co.com. We reply within one working day.