Refund and Return Policy
At House of Highland, each piece is selected, printed, packed, or fulfilled with care. Our goal is for your order to arrive safely and beautifully. Because many of our items are made to order, produced in small batches, or fulfilled through specialty vendors, our return policy varies slightly by product type.
Please review the policy below before placing your order.
Returns
We accept returns on eligible unused items within 14 days of delivery.
To be eligible for a return, your item must be:
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Unused and in its original condition
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Returned in the original packaging when possible
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Free from damage, wear, or alteration
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Approved for return before being shipped back
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
To begin a return, please contact us at:
Please include your order number, the item you wish to return, and the reason for the return.
Non-Returnable Items
Because of the nature of certain products, we do not accept returns on:
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Made-to-order art prints
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Custom or personalized items
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Digital products or downloads
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Items marked final sale
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Gift cards
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Products damaged after delivery due to handling, installation, storage, or use
If you are unsure whether an item is returnable, please contact us before placing your order.
Damaged or Defective Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, or incorrect, contact us within 3 days of delivery at:
Please include:
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Your order number
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Clear photos of the damaged item
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Photos of the packaging
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A brief description of the issue
We will review the information and determine whether a replacement, store credit, or refund is appropriate.
For fragile goods, original packaging photos are especially important because they may be required for carrier or supplier claims.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
If approved, your refund will be issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Original shipping charges are non-refundable unless the return is due to our error, a damaged item, or a defective product.
Exchanges
We do not guarantee exchanges because inventory, print availability, and supplier stock may change.
If you need a different item, size, or replacement, please contact us and we will let you know what options are available.
Lost or Delayed Packages
Once an order has been shipped, carrier delays are outside of our direct control. If your package appears lost or significantly delayed, please contact us and we will assist with tracking or filing a claim when appropriate.
House of Highland is not responsible for packages marked delivered by the carrier but missing from the delivery location. Please check with neighbors, household members, building offices, or the carrier before contacting us.
Cancellations
Orders may be cancelled only if production or fulfillment has not yet begun.
Because many items are processed quickly or made to order, cancellation requests are not guaranteed.
Questions
For questions about returns, refunds, damage claims, or order issues, please contact:
House of Highland
thehouseofhighland@gmail.com