Step 01
Start through Live Chat
Tell us what happened and include your order number.
SH
SickHaus / Returns
60 days to decideReturns without the runaround
Not quite right?
No hard feelings.
You have 60 days from delivery to start an eligible return. Tell us what happened and we’ll guide you through the rest — clearly, calmly and one step at a time.
60 days
Our extended return window
Human help
Support when something is unclear
Original method
Approved refunds go back where they began
Return route / SH–R01Journey preview
One parcel.
Four clear steps.
The exact route depends on what happened. Choose your situation below and we’ll show only what matters.
60
Days to start an eligible return
Start with the situation
What happened?
A change of mind is different from a product arriving damaged or incorrect. Choose the closest match and we’ll give you the right route without making you decode the entire policy.
Route 01
A straightforward return.
Start through Live Chat within 60 days of delivery. The item should be unused, with its original packaging and proof of purchase. Once approved, we’ll send the correct return instructions.
Have nearby
Your order number and the item name
Return postage
Paid by the customer for change-of-mind returns
1
Tell us first
Open Live Chat and share your order number.
2
Wait for approval
We’ll confirm eligibility and send the correct address.
3
Send it safely
Use a tracked service and keep your proof of postage.
Route 02
Let us see what went wrong.
Contact us before arranging a return. Share clear photographs of the item, the issue, the packaging and the shipping label where relevant so we can confirm the appropriate remedy.
Have nearby
Order number, photographs and packaging
Return postage
Eligible faulty or damaged returns are handled at no return cost to you
1
Keep everything
Hold onto the product, parts and packaging.
2
Show the issue
Send clear photographs through Live Chat.
3
Follow our route
Wait for the confirmed remedy and return instructions.
Route 03
We’ll put the order right.
Tell us what arrived and what you expected to receive. Keep the product and packaging together until we confirm whether it should be collected, returned or resolved another way.
Have nearby
Order number and a photo of what arrived
Return postage
An incorrect item should not leave you paying the return cost
1
Check the order
Confirm the product, colour, size or quantity expected.
2
Send a photo
Show the item and its product or shipping label.
3
Wait for the fix
We’ll confirm the correct next step.
Route 04
Return first. Reorder second.
The quickest exchange route is to return the original item through the appropriate process, then place a new order for the product you would prefer once the return is accepted.
Have nearby
Your order number and preferred replacement
Return postage
Normal return conditions apply to the original item
1
Start the return
Tell us which item you want to send back.
2
Receive approval
Follow the confirmed return instructions.
3
Place a new order
Order the replacement once the return is accepted.
The return journey
Four steps.
No mystery.
Returns should feel like a process you can follow, not a conversation you have to keep chasing.
Step 02
Receive the right instructions
We’ll confirm the route and where the item needs to go.
Step 03
Send or hand it back
Pack it securely and retain proof that it has been returned.
Step 04
Inspection and refund
We’ll email the outcome and send any approved refund back to the original payment method.
Approved returns only
Pack it like you still love it.
Original packaging
where possible
where possible
Return-ready checklist
What can come back?
Our 60-day policy is designed for items that can return to us in resalable condition. Damage, faults and incorrect items follow a separate route — contact us before sending anything.
✓
Return requested within 60 days of delivery
Eligible window
✓
Unused and in the condition received
Change of mind
✓
Original packaging, tags and proof of purchase
Keep together
?
Made-to-order, personalised or hygiene-sensitive items
Ask us first
?
Gift cards and products with special return conditions
Check before sending
Do not send a return without approval. The correct address and process can depend on the product and the reason for return.
A different route
Something actually went wrong?
Damage, faults and incorrect items are not treated like a normal change-of-mind return. Contact us as soon as possible and let us see what happened before arranging postage.
1
Keep the packaging
It can help us understand transit damage and may be needed for the return.
2
Take clear photographs
Include the item, the issue, the outer packaging and the shipping label where relevant.
3
Wait before sending it
We’ll confirm the appropriate remedy and return arrangement.
Refunds, clearly explained
Back to where it began.
After your return reaches the approved destination, it is checked and you are emailed with the outcome. Approved refunds are sent to the original payment method.
Your bank or payment provider may take additional time to show the funds after SickHaus has issued the refund.
01
Return received
Arrived
Your tracked return reaches the approved return destination.
02
Item inspected
Review
We check the item against the approved return reason and condition.
03
Outcome confirmed
Email sent
You receive an email confirming whether the refund has been approved.
04
Refund issued
Complete
The approved amount is returned to the payment method used for the order.
Two layers of protection
Our promise.
Your rights.
The extended SickHaus return policy sits alongside — and never replaces — the consumer rights that apply to your order.
Our 60-day promise
We give customers extra time to request an eligible change-of-mind return. This voluntary policy applies subject to the return conditions shown on this page.
- Request the return within 60 days of delivery.
- Items should be unused and returned in the condition received.
- Customers normally cover change-of-mind return postage.
- Returns must be approved before they are sent.
Your statutory rights
UK and EU consumer law may provide separate cancellation rights and remedies for online purchases, faulty goods and products that are not as described.
- UK online customers generally have 14 days after delivery to notify the retailer that they are cancelling, followed by 14 days to return the goods.
- EU online customers generally have a 14-day right of withdrawal, subject to statutory exceptions.
- Faulty, damaged or incorrect goods follow different rules from a simple change of mind.
- Nothing in this policy limits rights that cannot legally be excluded.
The practical details
Still deciding?
Here are the questions most likely to matter before you start. Live Chat is there when your order needs a more specific answer.
Customers normally pay the direct return cost when they simply change their mind. When an item is faulty, damaged or incorrect, contact us first so we can arrange the appropriate solution and return method.
For an approved change-of-mind return, you may normally choose a suitable courier. Use a tracked service, package the item securely and keep your proof of postage. Large or fragile products may need specific instructions.
Keep the original packaging until you are sure the product is right. Our extended 60-day policy expects items to be returned in the condition received, with their original packaging, tags and included components wherever applicable.
The clearest route is to return the original item. Once the return is accepted, place a new order for the product you would prefer.
Gift cards cannot be returned. Made-to-order, clearly personalised and certain sealed hygiene-sensitive products may also be excluded from change-of-mind returns. Contact us before sending any item with special conditions.
Where a statutory cancellation right applies, the refund may include the cost of the least expensive standard delivery option offered for the order. Extra amounts paid for an enhanced delivery service may not be refundable.
Contact us as soon as possible. A parcel already in transit may still need to be delivered before it can be returned through the correct process.
Returns are handled through the approved address provided by the SickHaus team. Do not send anything to an address found elsewhere without receiving return instructions first.
Have your order number nearby
Start through Live Chat
Ready when you are.
Tell us what happened and we’ll point you towards the correct return route.
Policy wording, return addresses, operational timings and market-specific rights should be reviewed before publication.
Start a return