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Terms & Conditions

Effective Date: August 31, 2025
Last Updated: August 31, 2025

At Tale House (www.tale-house.com), operated by Victoria Henderson from our UK base, we cherish the unique stories behind each antique and painting we curate. Because our items are one-of-a-kind, we strive to ensure every purchase meets your expectations. This Refunds Policy outlines the conditions under which refunds or returns are possible, ensuring clarity and fairness for both you and our small business. Please read this alongside our Shipping Policy for full details on delivery and handling.
 

1. All Sales Are Final

Due to the unique, one-of-a-kind nature of our antiques and paintings, all sales are final unless the item arrives damaged or is eligible for a return under the conditions below. We encourage you to review product descriptions, images, and dimensions carefully before purchasing, as each piece is irreplaceable. If you have questions about an item, contact us at hello@tale-house.com before ordering.
 

2. Returns for Damaged Items

We take great care to package your treasures securely, but accidents can happen during shipping. If your item arrives damaged:

  • UK Orders: Notify us within 24 hours of delivery by emailing hello@tale-house.com with your order number, clear photographs of the damaged item, and the packaging. This helps us process your claim quickly.

  • International Orders: Notify us within 48 hours of delivery with the same details.

  • Resolution: We’ll work with you to resolve the issue, either by filing an insurance claim with our carrier (DHL Express Worldwide or DPD, via Shippo, with a 25% deductible) or arranging a refund or replacement (if a comparable item is available). Refunds are processed within 5-7 business days of approving the claim.

  • Packaging: Keep all original packaging until the claim is resolved, as carriers may require inspection.
     

Failure to report damage within these timeframes may limit our ability to process a claim, as insurance terms are strict.
 

3. Change-of-Mind Returns

While we hope you love your purchase, we understand you may change your mind. For non-damaged items, returns are accepted under the following conditions:

  • Timeframe:

    • UK and EU customers: Within 14 days of delivery, as required by UK/EU consumer rights laws.

    • Other regions (e.g., Canada, Australia, New Zealand, Japan, Singapore): Within 30 days of delivery.

  • Condition: Items must be unused, in their original condition, and securely repacked in the original or equivalent packaging to prevent damage during return transit.

  • Return Shipping: You are responsible for arranging and paying for return shipping with a tracked, insured service (e.g., DHL Express or equivalent). We recommend insuring the item for its full value.

  • Restocking Fee: A restocking fee may apply to cover our original shipping and courier costs (e.g., 10-15% of the item’s price or actual costs incurred). You’ll be informed of the fee before processing.

  • Refund Process: Refunds (minus the restocking fee and original shipping costs) are issued within 5-7 business days of receiving and inspecting the returned item. Refunds are processed to the original payment method (via PayPal, Stripe, or Klarna).
     

To initiate a return, email hello@tale-house.com with your order number and reason for return. We’ll provide instructions and confirm any applicable fees.
 

4. Non-Returnable Items

Refunds or exchanges are not available for items that have been:

  • Amended, altered, restored, reframed, or otherwise modified at your request.

  • Damaged by the buyer after delivery (e.g., during unpacking or display).

  • Not reported as damaged within the 24-hour (UK) or 48-hour (international) window.
     

Due to the one-of-a-kind nature of our inventory, replacements are rarely possible. In such cases, we’ll offer a refund for approved returns.
 

5. Lost Shipments

If your order is lost in transit (not delivered within the estimated timeframe per our Shipping Policy), contact us at hello@tale-house.com with your tracking number. We’ll file a claim with DPD UK or DHL Express Worldwide (international) and offer a refund or replacement if available. Refunds are processed within 5-7 business days of claim approval.
 

6. International Returns

For international customers (e.g., Europe, Canada, Australia, New Zealand, Japan, Singapore):

  • You are responsible for return shipping costs and any customs duties or taxes incurred during the return process.

  • Ensure compliance with your local customs regulations when returning items.

  • Refunds exclude original shipping costs and any import fees paid at checkout.
     

7. How to Request a Refund or Return

To request a refund or return:

  • Email hello@tale-house.com with your order number, details of the issue (e.g., damage with photos), and your preferred resolution (refund or return).

  • For damages, include clear photos of the item and packaging.

  • For change-of-mind returns, confirm the item’s condition and arrange tracked, insured shipping.

  • We’ll respond within 5 business days with instructions and any applicable restocking fees.
     

8. Contact Us

We’re here to help ensure your experience with Tale House is as delightful as our antiques. For refund or return inquiries, reach out to:

Thank you for choosing Tale House. We’re committed to making your purchase a cherished addition to your home, and we’ll work with you to resolve any issues with care.

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