Refund policy

Returns & Exchanges
This Returns & Exchanges policy forms part of our Terms and Conditions and governs all returns, exchanges and withdrawal rights in connection with purchases made from Powder House Sweden AB ("PH", "we", "us", "our") through our website and any other sales channel. By placing an order you confirm that you have read, understood and agree to be bound by this policy in its entirety.
Our products are heavy, handmade, premium sanitaryware pieces — many of which are produced in limited runs or in custom colours specifically to order. Please read this policy carefully before purchasing. We encourage all customers to seek advice from our team before ordering to ensure the right product and colour is selected.

  1. No Returns Without Written Authorisation Under no circumstances will PH accept the return of any product without first issuing a written Return Authorisation (RA). Please do not ship any product back to us without first receiving an RA number from our team. Unauthorised returns will be refused and returned to the sender at their cost.
  2. Return Period We offer a 14-day return period from the date of delivery. The product must then be returned to us within a further 14 days at your expense. This is in accordance with Swedish consumer law (Konsumentkoplagen). Returns must be requested within this 14-day period. Any returns requested after this period will not be accepted.
  3. Condition of Products Products must be returned in their original condition, unused and in original packaging. Products that show signs of use, damage or wear will not be accepted for return. This includes minor scratches, chips or marks that may have occurred during use or installation.

  4. Exclusions
    The following items cannot be returned:

  5. Custom colours or bespoke products ordered under a trade or large-quantity agreement
  6. Products that have been installed or used
  7. Products with visible damage, chips, cracks or marks

  8. Products where the original packaging has been opened or damaged

  9. Return Shipping Customers are responsible for return shipping costs unless the return is due to our error or a faulty product. We recommend using a tracked shipping method. PH is not responsible for items lost in transit.
  10. Refunds Once we receive and inspect your returned item, we will process your refund within 14 days. A 20% restocking and handling fee applies to approved returns, reflecting the cost of inspection, repackaging and re-warehousing of heavy sanitaryware. Refunds will be issued to the original payment method. Please note that depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account.
  11. Exchanges We offer exchanges for faulty products or if you have received the wrong item. Exchanges must be requested within 14 days of delivery. Please contact our team to arrange an exchange.
  12. Faulty Products If you receive a faulty or damaged product, please contact us immediately with photos of the damage. We will arrange a replacement or refund at no cost to you, including return shipping.
  13. Right of Withdrawal Under Swedish consumer law, you have the right to withdraw from your purchase within 14 days of delivery without providing a reason. However, please note that this right does not apply to custom or bespoke products made to order, or to products that have been installed or used.
  14. Contact Us If you have any questions about this policy or wish to arrange a return, exchange or withdrawal, please contact us at [support@powderhouse.store](mailto:support@powderhouse.store).