Refund & Returns Policy

Last updated: 27 April 2026

Introduction

This Refund & Returns Policy applies to all purchases made through thepullhouse.co.uk. The Pull House is a trading name of Higgins & Morris Ltd (Company No. 10589994), with registered office at 167-169 Great Portland Street, 5th Floor, London, W1W 5PF.

Your Statutory Right to Cancel

If you are a consumer based in the United Kingdom, you have the legal right to cancel your order within 14 days of receiving the goods, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right:

• Contact us at hello@thepullhouse.co.uk within 14 days of receiving your order, stating your decision to cancel.

• Return the goods to us within 14 days of telling us you wish to cancel.

• Goods must be in their original, unused condition and original packaging.

We will refund the cost of the goods, plus standard outbound delivery charges (if applicable), within 14 days of receiving the returned goods, or proof that you have sent them back.

Return postage costs are your responsibility unless the item is faulty, damaged, or incorrect.

Our 30-Day Return Policy

In addition to your statutory right to cancel, we offer an extended return window. You have 30 days from receipt of your order to request a return for any reason.

To be eligible for a return under this policy:

• Goods must be unused and in their original condition.

• Goods must be in their original packaging.

• You must have proof of purchase (order number or order confirmation email).

How to Return an Item

To start a return, please contact us at hello@thepullhouse.co.uk or use the contact form on our website. Within 24 hours, our team will respond with return instructions and the correct return address for your order.

Items sent back without first contacting us will not be accepted.

Return postage costs are the customer's responsibility unless the item is faulty, damaged, or incorrect, in which case we will cover return postage.

Damaged, Faulty, or Incorrect Items

Please inspect your order on receipt and contact us immediately at hello@thepullhouse.co.uk if your item is faulty, damaged, or incorrect. We will:

• Cover all return postage costs.

• Offer a replacement, repair, or full refund in accordance with your statutory rights under the Consumer Rights Act 2015.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this Returns Policy.

Items We Cannot Accept Back

Unfortunately, we cannot accept returns of:

• Custom or bespoke handles made to special order.

• Items that have been fitted, installed, or used.

• Items not in their original condition or packaging.

• Sale items (statutory rights still apply where the item is faulty).

• Gift cards.

If you have any questions about whether your item can be returned, please contact us before sending anything back.

Exchanges

The fastest way to get a different item is to return your original purchase and place a new order separately. Once the return has been received and approved, you will be refunded for the original item. To start an exchange, contact us at hello@thepullhouse.co.uk.

Refunds

Once we have received and inspected your returned item, we will let you know whether the refund has been approved.

If approved:

• Refunds are processed to the original payment method used for the purchase.

• You should expect to see the refund within 10 business days of approval.

• Please allow additional time for your bank or card issuer to process and post the refund to your account.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at hello@thepullhouse.co.uk.

Contact

If you have any questions about returns or refunds, please contact:

• Email: hello@thepullhouse.co.uk

• Higgins & Morris Ltd, 167-169 Great Portland Street, 5th Floor, London, W1W 5PF