Terms of service

Below are our standard terms and conditions, please read them carefully. By using our site you are accepting these terms and conditions.

OVERVIEW

1. Guarantee
   
1. 30 Days money back guarantee
2. 30 Days exchange guarantee
3. Product manufacturer guarantees
2. Payment
   
3. Delivery
   
1. Delivery procedure
2. Delivery Couriers
3. Shortages & Damage in transit
4. Please Note

All items are sold with the following guarantee for domestic use and does not affect your statutory rights under "The Sale of Goods Act 1979"


All items are backed by our 30 days no quibble money back guarantee. Just email us within 30 days of delivery with your reason and request for a refund, your name, order number and contact telephone number. We will then email you a returns form and returns reference number. You will be required to complete the returns form and send your item back for a refund. It is your responsibility and cost to send goods back to us on a recorded and insured service. If the goods don't reach us you can raise a claim through your opted delivery service as we are not liable for items lost on the way back to us. We will then check your item upon arrival and refund you within approximately 7 working days. All goods must be returned to us in their original packaging and in original unused condition. Please be aware that we will not accept any goods back that have been fitted unless a fault has been reported. If the item has been fitted and there is not fault we will not be able to refund your money.


All items are also backed by our 30 days no quibble exchange guarantee. Just email us within 30 days of delivery with your reason and request for an exchange, your name, order number, contact telephone number and details of your preferred item. We will then email you a returns form and returns reference number. We will advise you at this time of the availability of your newly chosen item, cost of redelivery, price difference and ways you can pay. All you will then need to do then is to complete the returns sheet and send your item back for an exchange (we do not cover return postal cost in any way). Once your item arrives back at our premises, we will then resend your preferred item to you within approximately 7 working days. All goods must be returned to us in their original packaging and in original condition.


In the unlikely event that damage or a fault does occur, we will either:

1. Refund
   
2. Provide replacement part
   
3. Repair the product
   
4. Exchange 
   
5. International customers (Non UK)
   

Firstly please email our customer support team at support@houseofenki.com or https://houseofenki.com?chat to log the damage or fault so we can open your case. The more information you provide on the fault, the quicker we will be able to assist in resolving your query. Unfortunately, merely stating that a product is ‘faulty’ is not sufficient for us to be able to act swiftly. This will delay us in providing a solution for you. Please email us initially with your name, order number, date of purchase, payment method and contact telephone number, along with details of the fault or damage. It is most beneficial to us if you can submit photographic evidence with your email of the fault/damage. This enables our customer support team to locate the best solution as quickly as possible.

Our guarantee does not cover replacement parts purchased from a third party. By doing so, this will void your guarantee.


If your purchase is within 30 days of delivery and you are unsatisfied with our customer support's solution to solve the issue, then we can offer you a full refund on the item including your initial postal costs. Just reply to our customer support's initial solution email with an explanation and we will then email you a returns form and returns reference number. Please complete the returns form and send your item back for a refund (we do not cover return postal cost in any way). Please ensure the item is returned in its original packaging and condition. We will then check your item on arrival and refund you within approximately 14 working days of receipt. If your purchase is outside the 30 days of delivery, we do not refund in any circumstances.


If your item is within 6 months of purchase, we can send you a replacement part and instructions on how to replace the part. This is the most efficient way to solve the majority of issues. After confirmation with your help to identify the problem, your replacement part will be dispatched within 2-3 working days, although most are dispatched same day.

Should we request any parts or the original back from you, then we will cover any postal cost.


If your item is within 6 months of purchase and requires a repair, we can repair the item should a fault occur that we are responsible for. Just email us for a returns form and returns reference number, then complete the returns sheet and send the item back to us. Upon receipt we will process your item to be repaired. Once repaired, we will repost your item back to you. This whole process can take up to 21 working days depending on the nature of the return. The majority of repairs are very straightforward and can be solved without returning the goods to us. Returning the goods to us is a lengthily process and not advisable in most circumstances; however the option exists should it be relevant to take this route.


You also have the option to exchange your item for a different item once you have received the goods. To take advantage of this option you will be liable for both return and redelivery costs of your newly chosen item (only available within our 30 day exchange policy period).

Just email us within 30 days of delivery including your order number and details of your preferred item. We will then email you a returns form and a returns reference number. At this time we will advise you of availability, cost of redelivery, price difference and ways you can pay for your newly chosen item. All you need to do then is to complete the returns sheet and send your item back for an exchange (we do not cover return postal cost in any way). We will then resend your preferred item to you within approximately 7 days of receipt.

PLEASE NOTE: WE DO NOT OFFER COMPENSATION OR COVER 3RD PARTY COSTS IN ANY WAY.


For non UK customers, we guarantee all goods as above but we cannot cover postage costs for replacement parts to be sent if required.


The following payment methods are accepted by HOUSE OF ENKI:

• Credit or debit card payments through Shopify payments
  
• PayPal Express
• Amazon Pay
• Apple Pay
• Google Pay
• Shop Pay
• Klarna Buy Now Pay Later
• Bank Transfer

Payment transactions will appear as SP * HOUSEOFENKI.COM on your statement.

KLARNA

In cooperation with Klarna Bank AB (publ), Sveavagen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

• Pay Later
• Pay in 3
• Slice It

Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

 

Exact delivery prices are displayed after adding product(s) to basket and prior to payment. Valid contact telephone number is required before dispatch.


We endeavour to send out all goods within 1 working days of payment being received; this is usually within 24 hours, Sunday, public holidays or stated holidays. Once your goods have been paid for in full, they will be dispatched in the following way.


Goods delivered by Royal Mail may require a signature upon delivery.

The couriers will attempt delivery at your address, if no-one is available to sign for the goods, a card will be left for you to contact the couriers to collect from the local depot. The couriers may attempt delivery the following day, but they do not guarantee this second attempt. Goods delivered by courier will require a signature upon delivery.

Pallet delivery company will contact you and a arrange a suitable day for delivery for you. Please note pallet delivery is a 'kerb delivery' only, you will therefore need to be able to carry goods in to your property. If no-one is available to sign for the goods, a card will be left for you to contact the couriers to re-arrange for a suitable day for delivery.


All Goods delivered within UK and Ireland are insured against damage in transit. We cannot consider any claims for shortage or damage after 7 days of delivery.

Please ensure all items are checked in full by yourself before signing for them. Any shortages or damages will need to be notified to us within 24 hours of delivery either by contacting customer support by telephone or email. If customer support is not notified regarding shortage or damage within 24 hours of delivery, we are unable to claim from either Transport Company or the manufacturer.

By accepting to purchase from HOUSE OF ENKI, you agree to indemnify us in full for any losses HOUSE OF ENKI suffer as a result of your failure to notify us within 7 days of delivery.


It is your responsibility to ensure that you are available to sign for your goods that you have ordered. HOUSE OF ENKI customer support will email you once we have processed your order to advise you your goods have been dispatched.

HOUSE OF ENKI strongly advises you not to book any contractors, plumbers until full receipt of all your items in satisfactory condition, if goods are out of stock, one of our customer support personnel will contact you with an expected delivery date or alternative item. As we use 3rd party for delivery of our goods and we cannot be held liable for lost labour costs due to delay delivering your order. We do offer express delivery option on some products; however this does not guarantee that your order will be delivered on time.

Questions about the Terms of Service should be sent to us at support@houseofenki.com or https://houseofenki.com?chat.