Terms of service
General Terms
All purchases made through Haus are non-refundable. Refunds or replacements will only be processed if an item is found to be faulty or defective as a result of our own production or handling error.
Proof of fault or damage will be required for any claim to be processed.
Please note that all sales are final.
Artisanal Interior Décor Items
All artisanal décor pieces are handmade with care and quality-checked prior to dispatch.
If your order arrives damaged or defective, you must notify us within 24 hours of delivery with clear photographic evidence of the damage. Once verified, we will arrange for a replacement to be sent to you.
If damage or defect is reported after the 24-hour window, or if evidence suggests that the item was damaged through accidental or external factors after delivery, we will unfortunately be unable to offer a replacement or refund.
Please note that we cannot take responsibility for cosmetic or accidental damage caused after the item has been received.
Canvas Artwork
Each canvas artwork is created in close collaboration with our clients to ensure that every detail aligns with their vision and home environment.
We take every precaution to package all canvas pieces securely, using appropriate protective materials and completing all necessary customs documentation to ensure a safe delivery.
In the rare event that a canvas arrives damaged — due to courier mishandling, customs inspection, or other shipping-related factors — we will assist you through the appropriate claims process with the courier.
Depending on the nature and extent of the damage, we will discuss whether the piece can be restored, repaired, or recreated, ensuring that the client is fully supported and receives the artwork they ordered.
Haus Renovations
Haus renovation projects are detailed, long-term processes that can take from several months up to a year, depending on the scope of the work.
We work closely with our clients throughout every stage — from concept and colour selection to demolition and full rebuild — ensuring transparent communication at every step.
All expectations, design decisions, and agreed deliverables are confirmed in writing and signed prior to the start of each project. Should any issues or concerns arise, the client must communicate them promptly so that they can be addressed and resolved efficiently.
We offer a three-month post-renovation guarantee for all work completed.
If, within this period, a fault or malfunction is identified that can be traced to our workmanship or installation, we will repair or reinstall the affected element free of charge.
However, please note that accidental or cosmetic damage caused by the client or other external parties is not covered under this guarantee.
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Floral Preservation
Floral preservation is a delicate, intricate process in which each client is involved from start to finish — from drying, curing, and resin layering to gilding and final design.
Due to the natural qualities of flowers, variations in colour, shape, and vibrancy can occur during the drying process. While we take every care to preserve their natural beauty, this transformation is a normal part of preservation and beyond our control.
We offer the option to airbrush flowers to enhance or restore colour closer to their original shade. This option will be discussed prior to production. If the client declines airbrushing, they acknowledge and accept that natural discolouration or translucency may occur during the curing process, especially due to the heat generated by resin.
If your preserved floral piece arrives damaged or defective, you must contact us within 24 hours of delivery, providing photographic evidence.
If the damage is confirmed to have occurred during transit or through courier mishandling, we will assist in submitting a claim and ensure appropriate compensation or replacement is arranged.
Please note that accidental or cosmetic damage occurring after delivery is not covered, and we are unable to offer refunds or partial compensation in such cases.
All floral preservation items are packaged securely with multiple protective layers to minimise risk during transit.
At Haus, we understand the deep sentiment behind your preserved flowers. As part of our commitment to lasting craftsmanship, we offer a complimentary one-off top coat service within the first year of purchase. This refresh service restores the natural glossy finish of your preserved piece, reviving its original lustre if desired.
Please note that if a piece has not been handled or stored with care during its first year — resulting in damage, discolouration, or other conditions that make the top coat application unsuitable — Haus reserves the right to decline this complimentary service. However, each case will be assessed individually, and we are always happy to discuss possible solutions with our clients.
Care Guidelines
Avoid placing trays, coasters, or displays in direct sunlight, as prolonged exposure may cause the resin to yellow over time.
Resin can only take up to 50 degrees (Celsius) worth of heat, refrain from placing anything exceeding the heat limit as it can soften and damage the top layer of your tray/coaster.
Do not place in a dishwasher, as heat and water pressure can soften and deform the resin.
To clean, use a soft microfibre cloth and a mild, non-abrasive cleaner. Gently wipe the surface to maintain clarity and avoid scratches.
Each coaster and tray can be fitted with translucent protective pads on the underside (optional), helping to prevent scratching. If the client opts not to have these fitted, we will not be liable for any damage caused to the base of the piece after delivery.
Final Note
At Haus, every piece we create — whether a bespoke art commission, preserved floral heirloom, or home renovation — is crafted with care, integrity, and dedication to our clients’ satisfaction.
We appreciate your understanding and cooperation with these policies, which allow us to continue offering a high standard of craftsmanship and service.