This Refund Policy applies to merchandise purchased through Parsons Haus and to general expectations around artwork and commission enquiries.

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Please read this page before placing an order or making an enquiry.

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1. Merchandise orders

 

Merchandise sold through Parsons Haus may be fulfilled by a third-party print-on-demand or dropshipping provider.

 

Because many items are made to order, returns and refunds may be limited in some cases.

 

If a separate checkout provider is used, that provider’s terms may also apply.

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2. Faulty, damaged, or incorrect items

 

If your item arrives:

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• damaged

• faulty

• misprinted

• incorrect

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please get in touch as soon as possible with:

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• your name

• order details

• photos of the issue

• a short description of what’s wrong

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Contact: contact@parsonshaus.com

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Where appropriate, Parsons Haus will work with the fulfilment partner to help arrange a replacement or refund.

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Under UK law, customers are entitled to remedies where goods are faulty, not as described, or unfit for purpose.

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3. Change of mind

 

If you’ve changed your mind about a standard merchandise order, you may have cancellation rights under UK distance selling law.

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In many cases, customers buying online have 14 days from delivery to cancel and then a further 14 days to return the goods, with a refund due within 14 days of the return being received. Standard delivery costs must usually also be refunded.

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However, there are important exceptions.

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4. Made-to-order / personalised items

 

Some Parsons Haus items may be:

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• made to order

• produced on demand

• personalised or custom in nature

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In those cases, returns for change of mind may not be accepted where the item falls within legal cancellation exceptions.

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GOV.UK states that personalised or custom-made items are among the categories where sellers do not have to offer a refund for a simple change of mind unless the item is faulty.

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If an item is clearly described as custom, personalised, or made specifically for you, please assume it may be non-returnable unless faulty.

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5. Artwork and commission enquiries

 

Enquiries submitted through the website do not create a confirmed order or sale by themselves.

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If a custom artwork or commission is agreed separately, refund or cancellation terms may be discussed and confirmed at that time depending on:

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• the stage of the work

• whether design/development has started

• whether materials or production have already been committed

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Deposits for custom work may be non-refundable once work has begun, unless otherwise agreed in writing.

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6. What cannot be refunded

 

Refunds may not be offered for:

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• incorrect sizes selected by the customer

• incorrect shipping details provided by the customer

• change-of-mind returns where the item is exempt from cancellation rights

• minor variations in print placement, colour, or finish that are within normal production tolerance

• custom or personalised commission work, unless otherwise agreed

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7. How to request a refund

 

To request a refund or report an issue, please contact:

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Email: contact@parsonshaus.com

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Please include:

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• your full name

• order number (if applicable)

• details of the issue

• supporting images where relevant

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8. Processing refunds

 

If a refund is approved, it will usually be processed back to the original payment method.

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Timeframes may vary depending on the payment provider or fulfilment platform used.