Refund policy

HouseUp - Return & Refund Policy 

At HouseUp, we stand behind our patented products. Our goal is to ensure you are completely satisfied with your purchase. If for any reason you are not, we provide a transparent and local return process.

1. 30-Day Return Window

You have 30 days after receiving your item to request a return. Requests made after this period may not be eligible for a refund.

2. Eligibility Requirements

  • To ensure a successful return, please ensure:
  • The item is in its original condition: unworn, unused, and with all original tags attached.
  • The item is in its original packaging.
  • You have the receipt or proof of purchase (order confirmation email).

3. Return Shipping Address (Germany Local)

All returns are processed at our German logistics hub to ensure speed and reliability. Please do not send items back without first contacting our support team to receive a Return Authorization.

Authorized Return Address:

  • Recipient: HouseUp Returns (Attn: Mengnan Luo)
  • Address: Breitscheider Weg 168-170 T3
  • Postal Code: 40885
  • City: Ratingen
  • State/Province: North Rhine-Westphalia
  • Country: Germany
  • Contact Phone: +49 176 8607 4911

4. Return Shipping Fees

  • Damaged or Incorrect Items: If the product arrived defective, damaged, or we sent the wrong item, HouseUp covers 100% of the return costs. We will provide a pre-paid shipping label.
  • Customer Remorse (Change of Mind): If you wish to return an item because you changed your mind or ordered the wrong size/color, the customer is responsible for the return shipping costs to our Germany warehouse.

5. European Union 14-Day "Cooling Off" Period

In compliance with EU law, customers shipping to the European Union have the right to cancel or return their order for any reason within 14 days of receipt, no justification needed. The item must still meet the "original condition" requirements listed above.

6. Non-Returnable Items

For health, safety, and hygiene reasons, we cannot accept returns on:

  • Customized/Personalized items (specifically made for you).
  • Perishable goods (food, plants, etc.).
  • Personal care items (beauty products, sealed hygiene goods).
  • Hazardous materials (flammable liquids or gases).

Note: Standard sale items ARE eligible for returns; only Gift Cards are strictly non-returnable.

7. Refund Process

Inspection: Once your return is received at our Ratingen warehouse, our team will inspect it within 3 business days.

Notification: We will email you to notify you if the refund was approved.

Credit: Approved refunds will be applied to your original payment method automatically.

Timeline: Please allow 10 business days for the refund to appear in your account (processing times vary by bank).

If you have not received your refund after 15 business days of approval, please reach out to us at support@houseupshop.com.