Refund policy

REFUND POLICY

Last updated: May 16, 2026
At SICKHAUS LTD, we want you to be completely satisfied with your purchase [SICKHAUS LTD overview - Companies House - GOV.UK]. Please review our comprehensive refund and cancellation terms below.

1. 60-Day Return Window
We offer an extended 60-day return policy, which means you have 60 days after the date you receive your item to request a voluntary return for a refund.
To be eligible for a return, your item must be in the exact same condition that you received it: unworn or unused, with tags attached, and in its original packaging. You will also need to provide the receipt, order number, or proof of purchase.

2. How to Start a Return
To initiate a return, please contact our customer support team using the Live Chat button directly on our storefront or by visiting our returns portal here
  • Approval Process: If your return request is accepted, we will send you an email confirmation containing specific shipping instructions and the designated return address.
  • Unauthorized Returns: Items sent back to us without first requesting a return through our Live Chat will not be accepted or refunded.
  • Return Processing Location: All authorized customer returns are processed at our office facility located in Aberdeen, United Kingdom.
3. Return Shipping Costs
  • Customer Responsibility: The customer is liable for all shipping costs to return the item to our facility. You may choose any tracked courier service of your preference.
  • Faulty or Incorrect Items: If the item you received is inherently faulty, defective, or incorrect, SICKHAUS LTD will cover the return shipping costs or provide a pre-paid label at no charge to you [SICKHAUS LTD overview - Companies House - GOV.UK].
4. Damages, Defects, and Order Issues
Please inspect your order immediately upon arrival. Contact us via our Live Chat function the moment you notice any defects, damage, or if you receive the wrong item. We will evaluate the issue right away and arrange a replacement, repair, or full refund to make it right.

5. Exceptions / Non-Returnable Items
Certain types of items cannot be returned due to health, hygiene, or customization reasons:
  • Perishable goods (such as food, flowers, or plants).
  • Custom products (such as special custom orders or personalized items).
  • Personal care goods (such as opened beauty or cosmetic products).
  • Hazardous materials, flammable liquids, or gases.
  • Gift cards.
Note: In strict alignment with the UK Consumer Rights Act 2015, standard sale items or discounted goods are fully eligible for returns and refunds within our standard 60-day window, provided they meet our basic return conditions.
6. Exchanges
The fastest way to ensure you get the exact item you want is to return the original product you have. Once your return is received and accepted at our Aberdeen facility, you can make a separate, new purchase for the alternative item on our storefront.

7. European Union & United Kingdom Statutory Cooling-Off Rights
Notwithstanding our voluntary 60-day return policy, consumers residing in the UK and the European Union possess a statutory right to cancel or return any online order within 14 days of delivery for any reason and without justification. To exercise this legal right, the merchandise must be in its original condition, unworn, with all tags and original packaging intact.

8. Processing Timelines for Refunds
We will send you an email notification once we have received and physically inspected your returned item at our facility. We will notify you whether your refund has been officially approved or declined based on the condition of the item.
If approved, you will be automatically refunded via your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional processing time to post the funds to your account. If more than 15 business days have passed since your return was approved and you have not received your funds, please contact us immediately via our Live Chat button or email support@sickhaus.com.