Return & Exchange Policy

Our return policy is designed to ensure customer satisfaction. If for any reason you are not satisfied with your purchase, you can request a refund within a certain timeframe. 

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Last updated: 2025

At Hausgem, we curate every piece with care, and we want you to feel confident in your purchase. If something isn’t quite right, here’s how returns and refunds work:

Eligibility

  • Returns are accepted within 30 days of delivery.
  • Items must be unused, in the same condition you received them, and in the original packaging.
  • Proof of purchase is required.

Return Shipping & Fees

  • Customers cover return shipping unless the item is defective or incorrect.
  • A 20% restocking fee applies to non-defective returns.

Damages & Defects

  • Please inspect your order upon arrival.
  • Defects or damages must be reported within 72 hours (3 days) of delivery with photos attached.
  • Claims made within this period are fully covered (replacement, refund, or repair). 
  • We do not accept returns or exchanges for damages reported after the 72-hour defect window, as this timeframe allows us to resolve shipping-related issues quickly and helps prevent misuse of the policy for damages caused by improper installation or customer handling.

Exchanges

We do not process direct exchanges. Please return your item for a refund and place a new order.

Refunds

  • Once your return is received and inspected, you’ll receive an email update.
  • Approved refunds are issued within 10-20 business days to your original payment method or as store credit.

Non-Returnable Items

  • Gift Cards
  • Warranty Purchases
  • Customized or Made-to-Order Items
  • Accessories & Parts
  • Shipping Costs & Protection
  • Items marked Final Sale

European Union Customers

  • You are entitled to a 14-day cooling-off period by law.
  • You may cancel your order within 14 days of delivery for a refund (excluding customized or final sale items).
  • Customers cover return shipping unless the item is faulty or incorrect.

NOTE: Hausgem does not issue prepaid return labels. To ensure your return arrives safely, please use a trackable and insured carrier. While we’ll gladly assist if issues arise, we cannot accept responsibility for carrier delays, lost shipments, or items damaged in transit.

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Return Process

1.

Return requests must be submitted within 30 days of delivery.

2.

Items must be unused, in original packaging, and accompanied by proof of purchase.

3.

To start a return, contact us at hello@hausgem.com, use the contact us form below, or use the Support Chat at the bottom-right corner of our website.

4.

Once your return request is approved, we’ll provide shipping instructions. Unauthorized returns will not be accepted.

How do I start a return?

You can request a return by emailing hello@hausgem.com, Contact Us form below, or using the Support Chat in the bottom-right corner of our website.

How long do I have to return my order?

You have 30 days from delivery to request a return.

Do you provide return labels?

No. Customers arrange their own return shipping using a carrier of choice. We recommend trackable and insured service.

What if my item arrives damaged?

Please report damages with photos within 72 hours of delivery so we can arrange a replacement, repair, or refund. We do not accept returns or exchanges for damages reported after the 72-hour defect window, as this timeframe allows us to resolve shipping-related issues quickly and helps prevent misuse of the policy for damages caused by improper installation or customer handling.

Are there fees for returns?

Yes. A 20% restocking fee applies to non-defective returns. Damaged or incorrect items are not subject to this fee.

Which items cannot be returned?

Gift cards, warranties, customized items, accessories/parts, shipping costs, shipping protection, and final sale items are non-returnable.

Contact Us

Email:

hello@hausgem.com
Thanks for contacting us. We'll get back to you as soon as possible.