Refund policy

Return & Refund Policy

30-day returns

At House of Latte, you have 30 days from the date you receive your order to request a return under our voluntary return policy. This policy does not affect your statutory consumer rights.

Return conditions

To qualify for our voluntary 30-day return policy, products must be unused and in their original packaging, with any labels intact. Food products must be unopened, with their original seal intact.

Please provide your order number or another proof of purchase.

Opened or partially consumed food products are not eligible under this voluntary policy. This does not affect your rights if a product is faulty, damaged or not as described.

How to request a return

We will provide the return address and shipping instructions. Please contact us before sending your parcel so that it reaches the correct address. Exercising your statutory right of withdrawal does not require our prior approval.

Return shipping costs

You are responsible for return shipping costs, including international return shipping, unless the return is due to a faulty or damaged product, or an error on our part.

In those cases, House of Latte will cover the necessary return shipping costs and explain how to proceed.

We recommend using a tracked service and keeping your proof of postage.

Damaged, faulty or incorrect items

Please check your order when it arrives. If an item is damaged, faulty or incorrect, contact us as soon as possible at contact.houseoflatte@gmail.com, with your order number and, where possible, photos of the issue.

We will assess the problem and arrange an appropriate solution. This request to contact us promptly does not limit your statutory rights.

Promotional purchases and exchanges

Products purchased on promotion are subject to the same return conditions. Any refund is based on the amount actually paid, taking applicable discounts into account.

For an exchange, contact us first. The simplest option is usually to return the eligible item and place a separate order for the replacement.

EU statutory right of withdrawal

If you are a consumer entitled to the EU statutory right of withdrawal, you may cancel your online purchase within 14 days of receiving the goods, without giving a reason.

Notify us of your decision through a clear statement sent to contact.houseoflatte@gmail.com. You must then send the goods back within 14 days of notifying us.

Statutory exceptions may apply, including to goods that deteriorate or expire rapidly, and to sealed goods unsuitable for return for health protection or hygiene reasons once unsealed.

The conditions of our voluntary 30-day policy do not restrict this statutory right. Where applicable, you may be responsible for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Refunds

For returns under our voluntary policy, we will inspect the returned items and notify you of the outcome. Approved refunds will be issued to your original payment method within 10 business days of approval.

For a valid statutory withdrawal, we will refund the amounts due, including the cost of our least expensive standard delivery option when the entire order is withdrawn, within 14 days of being notified. We may withhold the refund until we receive the goods or evidence that they have been sent back, whichever comes first.

Your bank or payment provider may need additional time to display the refund.

If you have not received your refund within 15 business days of our confirmation, contact us at contact.houseoflatte@gmail.com.

Questions

For any questions about returns or refunds, contact us at contact.houseoflatte@gmail.com.