Refund policy

Return and Refund Policy

Last updated: 23 October 2026

We hope you love your House of Ludo order. If something isn’t quite right, the following policy explains how cancellations, returns and refunds are handled.

Your Right to Cancel

If you purchase an item online, you have the right to change your mind and cancel your order within 14 days of receiving it, without providing a reason.

To exercise your right to cancel, please contact us at hello@houseofludo.co.uk within this 14-day period. Please include your name, order number and details of the item you wish to return.

After notifying us, you must return the item within a further 14 days. We will provide the correct return address when you contact us.

Return Conditions

Please take reasonable care of the item while it is in your possession and package it securely for its return.

You may inspect the item in the same way that you reasonably could in a shop. We reserve the right to make an appropriate deduction from the refund if handling beyond what is necessary to inspect the item has reduced its value.

Original packaging is helpful when returning prints safely, but its absence does not affect your statutory rights.

Return Postage

Unless an item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning it.

We strongly recommend using a tracked postal service and retaining proof of postage. Returned items remain your responsibility until they reach us.

If an item is faulty, damaged, incorrect or not as described, House of Ludo will cover reasonable return costs.

Refunds

Once your return has been received and inspected, we will confirm that your refund is being processed.

Refunds will be issued to the original payment method within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever occurs first.

Your original standard delivery charge will also be refunded. If you selected a delivery option that cost more than our least expensive standard service, the additional delivery cost will not be refunded.

Your bank or payment provider may require additional time to display the refund in your account.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, faulty, incorrect or not as described, contact us as soon as possible at hello@houseofludo.co.uk.

Please include your order number and clear photographs of the item and its packaging so we can resolve the issue promptly.

Where appropriate, we will offer a replacement, repair or refund in accordance with your statutory rights.

Personalised and Custom-Made Items

Personalised or custom-made products cannot usually be returned because you have changed your mind.

This exclusion does not apply where an item is faulty, damaged, incorrect or not as described.

Exchanges

We do not currently offer direct exchanges. If you would like a different item, please return the original item in accordance with this policy and place a new order.

Sale Items

Sale items are covered by the same statutory rights as full-price items.

International Returns

International customers should contact us before returning an order.

Unless an item is faulty, damaged, incorrect or not as described, international return postage is the customer’s responsibility. Customs duties, import taxes and handling charges paid to local authorities are not refundable by House of Ludo.

Customers outside the UK may also have additional rights under the laws that apply in their country.