Refund and Returns Policy
Effective Date: October 9, 2025 Last Updated: October 9, 2025
Overview
At CAPSULE HOUSE, we are committed to your complete satisfaction with our modular housing solutions. This Refund and Returns Policy outlines the terms and conditions for returns, exchanges, and refunds for all products purchased through our platform.
Important Notice
Due to the custom nature of our capsule houses and modular building products, standard return policies may not apply to all items. Each case is evaluated individually based on the specific circumstances and stage of the order process.
Return Eligibility
Eligible for Returns
Manufacturing Defects: Products with confirmed manufacturing defects
Shipping Damage: Items damaged during transit (must be reported within 48 hours)
Wrong Product: Items that do not match your confirmed order specifications
Non-Delivery: Orders that fail to arrive within the agreed timeframe
Non-Eligible for Returns
Custom/Personalized Products: Once production has commenced on customized units
Installation Issues: Problems arising from improper installation by third parties
Change of Mind: After production has begun or for completed standard units
Normal Wear and Tear: After extended use or exposure
Return Process
Step 1: Contact Us
Before initiating any return, contact our customer service team: – Email: contact@capsulehouse.store – WhatsApp: +44 7451 267069 – Response Time: Within 24 hours
Step 2: Return Authorization
Provide the following information: – Order number and purchase date – Detailed description of the issue – Supporting photographs or documentation – Preferred resolution (refund, exchange, or repair)
Step 3: Evaluation
Our team will: – Review your request within 2-3 business days – Coordinate with Industry Limited if necessary – Provide a return authorization number if approved – Send detailed return instructions
Refund Options
Full Refund
Available in the following circumstances: – Order Cancellation: Before production begins (within 7 days of order confirmation) – Manufacturing Defects: Confirmed quality control failures – Non-Delivery: When alternative delivery cannot be arranged
Partial Refund
May apply for: – Minor Defects: That can be resolved with compensation – Shipping Delays: Significant delays beyond agreed timelines – Specification Variations: Minor deviations from agreed specifications
Store Credit
Offered for: – Future Purchases: When immediate refund is not feasible – Exchange Scenarios: For different models or specifications – Goodwill Gestures: To maintain customer satisfaction
Refund Timeline
Processing Time
Review Period: 3-5 business days from return authorization
Inspection Period: 5-10 business days upon receipt of returned items
Refund Processing: 7-14 business days after approval
Payment Method
Refunds will be processed to the original payment method: – Credit/Debit Cards: 5-10 business days – Bank Transfers: 3-7 business days – PayPal: 2-5 business days – Other Methods: As per payment provider terms
Special Circumstances
Pre-Production Cancellations
Full Refund: Available within 7 days of order confirmation
Cancellation Fee: May apply after design work has commenced (up to 10% of order value)
Custom Design Fees: Non-refundable if design work is completed
Production Stage Cancellations
25% Refund: If production is 0-25% complete
No Refund: If production is more than 25% complete
Alternative Solutions: Exchange for different specifications may be possible
Shipped Orders
Return Shipping: Customer responsibility unless item is defective
Inspection Required: All returned items subject to quality inspection
Restocking Fee: 15% may apply for items returned due to change of mind
Quality Guarantee
Manufacturing Warranty
All CAPSULE HOUSE products come with: – Structural Warranty: 10 years on main structure – Component Warranty: 2 years on electrical and mechanical components – Finish Warranty: 1 year on interior and exterior finishes
Defect Resolution
For warranty claims: 1. Document the issue with photos and descriptions 2. Contact our support team immediately 3. We will arrange inspection and resolution 4. Repairs, replacements, or refunds as appropriate
Shipping and Handling
Return Shipping
Defective Items: We cover return shipping costs
Customer Error: Customer responsible for return shipping
International Returns: Subject to customs and import duties
Packaging Requirements
Original packaging preferred
Protective packaging for all components
All accessories and documentation included
Clear labeling with return authorization number
Dispute Resolution
Internal Resolution
We strive to resolve all issues through: – Direct communication with our customer service team – Escalation to management when necessary – Involvement of technical experts for complex issues
External Mediation
If internal resolution fails: – Mediation through recognized consumer protection agencies – Arbitration as per purchase agreement terms – Legal recourse as provided by applicable law
Contact Information
For all return and refund inquiries:
CAPSULE HOUSE Customer Service – Email: contact@capsulehouse.store – WhatsApp: +44 7451 267069 – Business Hours: Monday – Friday, 9:00 AM – 6:00 PM GMT – Emergency Contact: Available for urgent shipping damage reports
Policy Updates
This policy may be updated to reflect: – Changes in manufacturing processes – New product lines or services – Regulatory requirements – Customer feedback and experience
Customers will be notified of significant changes via email and website announcements.
Legal Compliance
This policy complies with: – UK Consumer Rights Act 2015 – EU Consumer Protection Regulations – International sales and warranty laws – Industry Limited partnership agreements
We appreciate your understanding that modular housing products require specialized handling and evaluation. Our goal is to ensure your complete satisfaction while maintaining fair and practical policies for all customers.