Warranty, Return, & Exchange Policy
To qualify for warranty, exchanges, returns, or refunds you must provide proof of purchase (ie: your order confirmation email).
Limited Lifetime Warranty:
Steel Jewelry/Accessories – All stainless steel and surgical steel jewelry has a limited lifetime warranty. At Haute Haus, we take pride in offering high-quality stainless steel jewelry. We carefully inspect each piece before it reaches your hands to ensure that it meets our rigorous standards.
What’s Covered
Our One-Year Limited Warranty covers any defects in materials or workmanship under normal use for one year from the date of purchase. If a product is found to be defective within this period, we will repair or replace the item at no additional cost.
What’s Not Covered:
This warranty does not cover damage caused by accident, misuse, neglect, improper care, or normal wear and tear. Jewelry products must be used and maintained appropriately. Any alterations or repairs made by third parties will void this warranty. Misuse of products will void the warranty.
How to Claim:
If you believe your item has a defect that is covered under this warranty, please contact our customer service team at hello@hautehaus.co.ke with your order number and a description of the issue. We may ask for photos of the defect or for the item to be returned for inspection. We would be happy to either repair your item or provide a replacement if a repair is not possible.
If a product was received faulty, a complaint should be raised within 24 hours of receiving the product, together with a photo or video showing the faulty item. Photographs of the defect must be provided in order to determine whether it can be repaired or must be replaced. If it cannot be repaired or replaced, we can offer a store credit.
Exclusions:
This warranty is limited to the original purchaser and is not transferable. It does not cover lost or stolen items.
This limited lifetime warranty covers stainless steel and surgical steel earrings, chains, bracelets, rings, body jewelry, and charms (including engraved charms). Items damaged due to normal wear and tear are not covered under this policy.
Non-Steel Jewelry/Accessories – Items not covered by the Limited Lifetime Warranty can still be sent back for repairs or have replacement pieces ordered.
Acrylic Earrings – Due to the delicate nature of acrylic earrings, warranty is available for 90 days from purchase. Acrylic earring care cards are sent with each purchase to ensure customers are familiar with how to care for and extend the life of acrylic earrings. After the 90 warranty period, if an acrylic earring is damaged they can be sent back for repairs or a replacement pair can be purchased at a discounted rate by contacting Haute Haus at hello@hautehaus.co.ke with your order number and a picture of the damaged/broken earring(s).
Returns & Exchanges:
Please contact hello@hautehaus.co.ke or WhatsApp at (+254) 0731 006 499 regarding returns and exchanges. Returned and exchanged items must be unused, in the original packaging, and in the same condition that you received it.
Enjoy a 30 day satisfaction guarantee on most jewelry and accessories! Earrings and body jewelry are not able to be returned/exchanged due to hygienic reasons, all other jewelry can be exchanged within 30 days of when your item was received for an item of equal value. Custom items (ie: custom engraving) cannot be returned/exchanged. Therefore, please cross check size, style, color or any other variation, before placing an order with us.
If you’re returning an item, you will have to cover the cost of return shipping for the item you’re returning. If you are receiving a refund, shipping costs are non-refundable. The original cost of shipping will be deducted from your refund.
If you are exchanging an item, we will cover the cost of shipping the new item to you, but you will have to cover the cost of return shipping for the item you’re exchanging.
If you are returning/exchanging an item, we are unable to guarantee that we will receive the item if you are not using a trackable shipping service.
If your order is missing a product or any other concern, please contact us immediately through WhatsApp at (+254) 0731 006 499. We will always do our best to accommodate your concern as efficiently as possible.
Haute Haus monitors return activity for abuse and reserves the right to limit returns or exchanges in all instances. Your ultimate satisfaction with Haute Haus is our goal.
Order Cancellation:
Your order will be fully refunded if it’s cancelled within 24 hours of purchase (less any Mpesa & Pesapal will have transaction fees). Please Contact Us if you decide to cancel the order. For orders cancelled after 24 hours of purchase but before shipment, a 20% cancellation fee is applied. We will NOT accept order cancellation request if the order have already been shipped.
Final Sale & Promotional Items:
Sale, clearance, custom, promotional, and free items are not eligible for exchange, return, or refund. Items purchased in a mystery bag are not eligible for exchange, return, or refund. The use of a discount code (ie: an affiliate or party code) does not make the items in your order “sale items” and the above policies do apply to any items that were regular price prior to the discount code.
REPORT A PROBLEM
You've Got 24 Hours!
Please raise your complaint with us immediately through WhatsApp at (+254) 731 006499. It would be our pleasure to assist you.
Warranty
All stainless steel and surgical steel jewelry has a limited lifetime warranty.
Returns
We gladly accept a return of any item purchased in the event the item is faulty or broken.
Refunds
We do not provide refunds.
Exhanges
Due to hygiene reasons, we do not offer exchanges on our products.
