Refund policy

Last updated: 12th October 2026

This policy covers products bought directly from lionsabatier.co.uk, where HAUS Marketing & Distribution Ltd is your retailer. It also explains how HAUS handles Lion Sabatier manufacturer’s warranty claims for products bought from other UK retailers. Your statutory rights are unaffected.

1 Contact us and where to send returns

Email info@inthehaus.co.uk with your order number or other proof of purchase, the product details and whether you are changing your mind or reporting a problem. Photographs can help us assess damage or a fault. If photographs are not practical, contact us so we can discuss another way to assess the issue.

Returns address: LION SABATIER UK Returns, HAUS Marketing & Distribution Ltd, Unit 13, Crabtree Close, Fenton Industrial Estate, Stoke-on-Trent, Staffordshire, ST4 2SW. Telephone: 01782 572910

Please contact us first about faulty, damaged or incorrect goods so we can arrange next steps. For a change of mind, contacting us also helps us identify the parcel. No return authorisation number or returns slip is a condition of exercising statutory rights, and you do not need our permission to cancel.

2 Your legal right to change your mind

For most online purchases, you can cancel without giving a reason any time from ordering until the end of 14 days after the day you or a person you nominate receives the goods. If products in one order arrive separately, the period normally runs from receipt of the last item.

Send us a clear statement of your decision by email or post before the deadline. You may use the optional form included with your shipment. You then have 14 days after telling us to send the goods back. If you cancel before dispatch, we will stop dispatch where possible; if goods have already been sent, the return procedure applies.

You can open the packaging and inspect goods as you reasonably could in a shop. Original packaging and an unused condition are not absolute requirements for statutory cancellation. However, we may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Using, washing or sharpening a knife will usually go beyond shop inspection.

We will explain any deduction and its basis. We cannot make this deduction if we failed to provide the cancellation information required by law. There is no restocking or cancellation administration fee.

The change of mind right does not apply to goods genuinely made to your specifications or clearly personalised. A standard product obtained specially for you is not automatically exempt. We will tell you before ordering if a lawful exception applies. Faulty goods rights still apply. Sale and discounted goods have the same statutory rights as full price goods.

3 Our additional 30 day returns option

In addition to your legal rights, we accept change of mind returns of unused products within 30 days after the day of delivery. Tell us and send the goods back within that 30 day period. For this additional option, products must be unused, complete, in their original packaging and in a resaleable condition.

You pay the return postage. We refund the product price to the original payment method within 14 days of receiving the return. Under this additional option, original delivery charges are not refunded unless you are also exercising a statutory right that requires reimbursement.

This option does not restrict your legal cancellation rights, including your separate 14 day period to send goods back after a timely cancellation. It does not apply to personalised goods. If you prefer an exchange, contact us; the simplest route is usually a return and a separate new order. We will not impose store credit instead of a refund you are entitled to receive.

4 Return postage and packing

For a change of mind return, you pay the direct cost of returning the goods. This responsibility is disclosed before you order. If an item cannot normally be returned by post, we will disclose the return cost or a reasonable estimate before purchase.

For faulty, damaged or incorrect goods we supplied, we cover necessary return costs and will provide a suitable return method or agree reasonable postage reimbursement. Contact us before paying for a special or unusually expensive service.

Pack returns securely, preferably using the original packaging where available, and include information identifying your order. Keep proof of posting; a tracked service is recommended, not compulsory. If returning a knife, protect the blade and point securely and follow the carrier’s packaging and carriage requirements.

5 Refunds after statutory cancellation

When you cancel the whole order under your legal change of mind right, we refund the goods’ price and the cost of our least expensive standard delivery option. Any extra paid for an upgraded delivery service is not refundable. For a partial cancellation, we refund delivery charges attributable to the cancelled goods where required by law.

We will withhold reimbursement until we receive the goods back. We refund without undue delay and within 14 days of that event.

If no goods have been supplied, we refund without undue delay and within 14 days after you tell us you are cancelling. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. Your bank may take additional time to display a processed refund.

6 Faulty damaged or incorrect goods bought from this website

Your goods must be of satisfactory quality, fit for purpose and as described. Please contact HAUS if they are faulty, damaged on arrival or incorrect. Prompt reporting helps us investigate, but there is no requirement to report within 24 or 48 hours to preserve your rights.

Within the first 30 days, you will normally have a right to reject goods that fail to meet these requirements and receive a full refund. This period usually starts the day after delivery and transfer of ownership. If you request or agree to repair or replacement during this period, the clock pauses while you wait; the law provides additional protection if the goods still fail to meet the contract.

After the initial rejection period, you can normally require repair or replacement. You may choose either unless it is impossible or disproportionate compared with the other remedy. We bear necessary costs and must act within a reasonable time without significant inconvenience.

If goods still fail to meet the contract after one repair or replacement, neither repair nor replacement is possible or proportionate, or we do not complete a remedy within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or a final rejection and refund. A refund following final rejection will not normally include a deduction for use in the first six months; later deductions may be permitted by law.

For the repair, replacement and later remedies, a fault appearing within six months of delivery is generally presumed to have existed at delivery unless we show otherwise or that presumption is inconsistent with the goods or fault. After six months, you may need to show an underlying defect existed at delivery. Rights can continue beyond six months, depending on the circumstances; this is not a fixed guarantee of lifespan.

Normal wear or damage caused by misuse does not automatically amount to a product defect. We assess each case on the evidence. For a valid statutory claim, you do not need original packaging or manufacturer registration. An order record, receipt or other evidence establishing the purchase may be sufficient.

Where you are entitled to a statutory refund for goods that do not meet the contract, we refund without undue delay and within 14 days after agreeing that you are entitled to it. We use the original payment method unless you expressly agree otherwise, charge no refund fee and cover reasonable return costs.

7 LION SABATIER manufacturer warranty claims

HAUS is the sole UK distributor and administers Lion Sabatier manufacturer’s warranty claims for products purchased from any UK retailer, subject to valid proof of purchase and the applicable guarantee. Contact us directly with the retailer’s details, purchase date, product details and an explanation of the issue.

We may ask for photographs or arrange inspection. Before you send the product, we will explain the return arrangements and any costs under the applicable guarantee. We will explain the assessment and any remedy available, which may include repair, replacement or another remedy specified in that guarantee.

The guarantee’s duration, cover and exclusions vary by product. Please consult our Warranty and Information page or ask us for the applicable guarantee in a form you can keep. A warranty is an additional benefit: it does not replace statutory rights or make a valid statutory claim dependent on manufacturer approval.

For goods bought from this website, HAUS is responsible for your statutory remedies. For goods bought from another retailer, those rights remain against that retailer. A third party retailer’s change of mind policy is separate from this website’s returns policy; HAUS does not provide ordinary change of mind refunds for third party purchases under this policy.

8 Complaints

If you are unhappy with a return, refund or warranty decision, email info@inthehaus.co.uk with the purchase or claim reference and the outcome you are seeking. We will review the matter and explain our response. Our Terms and Conditions explain further dispute resolution options.