At NuuHaus, we pride ourselves on the quality of our services and customer satisfaction. Due to the bespoke and significant nature of our projects (such as custom home design and construction), our refund policy is designed to be fair and transparent, while accounting for the considerable resources and planning that go into each project. This page outlines the circumstances under which refunds may be provided for payments made to NuuHaus, and the process for requesting a refund.

Consultation Fees and Initial Deposits

If we offer initial consultation services for a fee (for example, a paid design consultation or feasibility study), those fees are generally non-refundable once the service has been provided. If you schedule a consultation and need to cancel or reschedule, please contact us as early as possible. We may offer a refund or credit for a canceled consultation provided you give sufficient advance notice (e.g., 48 hours) before the scheduled meeting. Missed appointments or last-minute cancellations may not be eligible for a refund.

For new home projects or bespoke design/build services, we typically require an initial deposit or retainer to secure our engagement and begin work. This deposit signifies your commitment to the project and allows us to allocate time and resources to your custom home design or construction planning. Once work has commenced on your project, this initial deposit becomes non-refundable, as it covers preliminary work, site assessments, design drafts, and other preparations done in good faith on your behalf. If you choose to withdraw from the project (for instance, shortly after signing a contract but before any work has begun), we will evaluate the situation and may return part of the deposit at our discretion, after deducting any reasonable costs already incurred.

Payments for Ongoing Services or Milestones

Our bespoke projects are often structured in phases or milestones (e.g., design completion, planning approval, construction phases). Payments are typically tied to these milestones as outlined in our contract with you. We strive to maintain transparency about progress and costs at each stage.

If you have made a payment for a specific phase of work that has not yet been started, and you decide to cancel the project or a particular service, you should notify us immediately in writing. We will discuss with you the possibility of a partial refund. Any refund for unused work will generally exclude costs already incurred for preparatory work, design services rendered up to that point, administrative expenses, or third-party commitments made on your behalf (for example, planning permission fees, surveys, or materials ordered).

If a phase of work has already been completed (or substantially completed) by the time of cancellation, payments associated with that phase are non-refundable. We will provide you with any deliverables or work product completed up to the cancellation point.

Products or Merchandise (if applicable)

In the event that NuuHaus offers physical products or merchandise (for example, home fixtures, furniture, or smart home devices as part of a package), standard return and refund terms will apply as required by consumer law. Generally, unopened and undamaged items can be returned within 14 days of delivery for a full refund, unless they were custom-made or specially ordered for you. You would be responsible for safely returning the items to us in their original condition. Please note that custom-made items or materials (such as bespoke cabinetry or tailor-made furniture for your project) are not typically eligible for return or refund once production has started, due to their personalized nature.

Change of Mind

We understand that commissioning a luxury home project is a significant decision. If you change your mind about proceeding with a service before signing a contract or paying a deposit, you are under no obligation and will not incur any fees. However, once a contract is signed and a deposit paid, our mutual obligations begin. Deciding not to proceed after work has commenced will generally not entitle you to a refund beyond what is outlined in the contract or this policy.

For any smaller services or products that might be purchased directly via our website (if any, such as event tickets, gift items, etc.), you may have a legal right to a cooling-off period or refund under consumer protection laws. We will honor all statutory rights in such cases. Details would be provided at the point of purchase if relevant.

Cancellation by NuuHaus

In the unlikely event that NuuHaus must cancel or cannot complete a project or service that you have paid for (for example, due to unforeseen circumstances on our end), we will inform you as soon as possible. You will be entitled to a refund of any payments made for portions of the work that were not delivered or completed. We will also make reasonable efforts to assist you, such as providing any work product completed up to the cancellation and, if feasible, referring you to other professionals or solutions to help you meet your needs.

How to Request a Refund

To inquire about or request a refund, please contact our team at info@nuuhaus.co.uk or through your project liaison (if you have one). In your request, provide your name, contact information, details of the payment or service in question (e.g., invoice number, date, amount), and the reason for requesting a refund.

Our team will review your request in line with this Refund Policy and any specific terms of our contract with you. We may reach out for additional information if needed. Refund determinations will be made on a case-by-case basis, considering factors such as the amount of work completed, costs incurred, reason for cancellation, and any contractual terms agreed upon.

If a refund is approved, we will process it as soon as possible. Refunds are typically issued via the same method of payment you used (for example, if you paid by bank transfer, the refund will be sent to your bank; if by credit card, the refund will be credited to that card). Please note that it may take several business days for the refunded amount to appear in your account, depending on your bank or payment provider.

Your Statutory Rights

This Refund Policy is intended to outline our general approach to refunds and cancellations in a fair and transparent manner. It does not affect any statutory rights you may have under consumer protection laws. If you are a consumer, you may have certain rights (such as under the UK Consumer Contracts Regulations or the Sale of Goods Act) to cancel orders or return goods and receive refunds within specified timeframes. We will always comply with such applicable laws.

In situations where your contract with NuuHaus is governed by specific terms (for instance, a detailed design/construction agreement), those terms will also address cancellation and refunds and may take precedence over this general policy in the event of any inconsistency.

Changes to This Refund Policy

We may update or modify this Refund Policy from time to time. Reasons for updates might include changes in our services, feedback from clients, or updates to legal requirements. When we make changes, we will update the "Effective Date" at the top of this policy. For significant changes, we may also notify clients directly or post a notice on our website.

We encourage you to review this page periodically to stay informed about our refund and cancellation practices. By engaging our services or making a purchase after a policy update, you will be deemed to have accepted the revised Refund Policy.

If you have any questions about our Refund Policy or wish to discuss a specific situation, please do not hesitate to contact us. We value our clients and will make every effort to address your concerns and reach a satisfactory resolution.