Refund policy

REFUND POLICY

Effective Date: 8 January 2026
Last Updated: 8 January 2026

At Walker House, we want you to shop with confidence. If your purchase isn’t quite right, we offer a clear, fair, and transparent returns process in line with UK consumer protection laws.

1. 30-DAY RETURN WINDOW

You may request a return within 30 days from the date you receive your order.

To be eligible for a return, items must be:

  • Unworn, unused, and in original condition

  • Returned with all original tags, labels, and packaging

  • Complete with any accessories, instructions, or documentation

  • Accompanied by proof of purchase (order number or receipt)

2. FREE RETURNS

We offer free returns on all eligible items within 30 days of delivery.

  • We will provide a prepaid return label or reimburse reasonable return shipping costs

  • A trackable delivery service must be used

Additional notes:

  • Original outbound shipping costs (if any) are non-refundable for change-of-mind returns

  • Original outbound shipping costs are refunded for defective, damaged, or incorrect items

3. HOW TO START A RETURN

STEP 1 — CONTACT US

Email support@walkerhouseco.com within 30 days of receiving your order.

Please include:

  • Your order number

  • The item(s) you wish to return

  • The reason for return

  • Photos (required for damaged or defective items)

STEP 2 — RETURN AUTHORISATION

We’ll respond within 1–2 business days with:

  • Return approval confirmation

  • A prepaid return label or shipping instructions

  • The correct return address

  • Step-by-step guidance

⚠️ Do not return items without authorisation.
Unauthorised returns may not be processed.

STEP 3 — PACKAGE YOUR RETURN

  • Use the original packaging or suitable protective packaging

  • Include your name and order number inside the parcel

  • Attach the prepaid return label (if provided)

STEP 4 — SEND YOUR RETURN

Ship the parcel using the provided label or to the address supplied in your authorisation email.

If you arrange your own shipping, we’ll reimburse the cost after inspection.

4. RETURN ADDRESS

Return addresses vary depending on the product and return reason.
We will provide the correct return address after approval.

Do not send returns to our registered office.
Walker House remains fully responsible for processing all approved returns and refunds.

5. REFUNDS

REFUND TIMELINE

  • Inspection: 2–3 business days after arrival

  • Approval Notification: Sent via email

  • Refund Issued: Within 5–7 business days after approval

  • Bank Processing: 3–5 additional business days

Typical total timeframe: 10–15 business days from receipt of return.

WHAT WE REFUND

  • Full product price

  • Return shipping costs (if you arranged your own return)

  • Original outbound shipping costs for defective, damaged, or incorrect items

PARTIAL REFUNDS MAY APPLY IF:

  • The item shows signs of wear or use

  • Tags or original packaging are missing

  • The return is received after the 30-day window

You will be notified before any partial refund is processed.

6. EXCHANGES

We do not offer direct exchanges.

To receive a different size, colour, or item:

  1. Return your original item

  2. Place a new order once your refund is issued

This ensures faster delivery and availability.

7. NON-RETURNABLE ITEMS

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

  • Underwear, intimate apparel, or swimwear (if hygiene seal is removed)

  • Pierced jewellery and earrings

  • Personalised or custom-made items

  • Gift cards

  • Items marked Final Sale or Non-Returnable

These exclusions are clearly stated on applicable product pages.

8. DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged, defective, or incorrect, contact us immediately at support@walkerhouseco.com with:

  • Your order number

  • Clear photos of the issue

  • A brief description of the problem

We’ll arrange a free return and offer either:

  • A replacement (subject to availability), or

  • A full refund, including original shipping costs

This policy does not affect your statutory rights under the Consumer Rights Act 2015.

9. LATE OR MISSING REFUNDS

If you haven’t received your refund:

10. REFUSED OR UNDELIVERED RETURNS

If an order is refused at delivery or returned as undeliverable:

  • Refunds may be reduced by outbound and return shipping costs

  • We’ll contact you to arrange reshipment or issue a refund minus applicable fees

11. CONTACT INFORMATION

Email: support@walkerhouseco.com
Phone: +44 7564 428800

Customer Support Hours:
Monday–Friday, 9:00 AM – 5:00 PM (GMT/BST)

Typical Response Time: 1–2 business days

Business Name: Walker House
Legal Entity: JP Global Goods Limited
Company Number: 16147616

Registered Office:
Grosvenor House
11 St Paul’s Square
Birmingham
B3 1RB
United Kingdom