Refund policy
Return & Refund Policy
At Hawme, we are committed to providing high-quality housing solutions and transparent customer service. Because our homes are built to order, customized, or specially sourced, please read this Return & Refund Policy carefully before placing an order.
By purchasing from Hawme.com, you agree to the terms outlined below. Nothing in this policy affects any rights you may have under applicable consumer protection laws.
Order Cancellation
Our homes are generally made to order, customized, or specially sourced. Once an order has been confirmed, payment has been processed, or production or sourcing has begun, cancellation may not be available.
If you wish to cancel an order, contact Hawme as soon as possible. We will review the order status and advise whether cancellation is possible and whether any costs have already been incurred.
Where applicable law provides a cancellation or refund right, that right will apply.
Returns and Refunds
Due to the size, custom nature, manufacturing process and international transportation of our homes, standard change-of-mind returns are generally not accepted after production or sourcing has begun.
This includes, where applicable:
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Custom-built or customized homes
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Customer-selected models, sizes, layouts or configurations
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Products specially sourced for the customer
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Products that have entered production
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Products that have been dispatched or delivered
Nothing in this policy excludes or limits any mandatory rights available to consumers under applicable law.
Customer Responsibilities
The customer is responsible for ensuring that the purchased home is suitable for the intended site and complies with applicable:
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Local building codes
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Zoning regulations
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Permit requirements
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Site preparation requirements
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Utility connection requirements
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HOA or property restrictions
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Applicable state, federal or local regulations
Hawme does not guarantee approval from local authorities or permitting agencies unless expressly agreed in writing.
Incorrect Product or Hawme Error
If Hawme delivers a product that is substantially different from the product ordered due to an error by Hawme, please contact us as soon as possible after delivery.
Please provide:
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Order number
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Clear photographs of the delivered product
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Photographs of packaging where applicable
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Detailed description of the issue
After reviewing the claim, Hawme may, where appropriate and subject to applicable law:
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Correct the issue
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Replace the affected product or component
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Provide an appropriate refund or other remedy
Where the issue is confirmed to have resulted from an error by Hawme, we will not charge you for the reasonable cost of correcting that error.
Products and Situations Generally Not Eligible for Change-of-Mind Returns
Subject to applicable law, returns or refunds are generally not available for:
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Change of mind after production or sourcing has begun
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Customer-selected incorrect model, size, layout or configuration
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Custom-built or customized homes
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Products specially sourced for the customer
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Minor cosmetic variations that do not affect structural integrity or functionality
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Delays caused by shipping companies, ports, customs, weather or other events outside our reasonable control
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Site access problems caused by the customer's property or site conditions
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Incorrect delivery information supplied by the customer
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Customer failure to obtain required permits or approvals
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Delays relating to permits, inspections or local government approvals
Damaged Deliveries
If your shipment arrives with visible transportation damage:
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Inspect the shipment before accepting delivery where reasonably possible.
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Take clear photographs and videos of the damage.
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Note the damage on the carrier's delivery documentation where possible.
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Contact Hawme as soon as possible after delivery.
We may require photographs, videos, delivery documentation and other evidence to investigate a transportation damage claim.
Claims
Please contact us promptly if you believe there is a problem with your order. Claims submitted significantly after delivery may be more difficult to investigate, particularly where the condition of the product or packaging can no longer be verified.
We will review legitimate claims fairly and in accordance with applicable law and the terms of your order.
Shipping and Other Costs
Shipping charges, customs duties, import taxes, site preparation costs, installation costs, permits and third-party charges are generally non-refundable unless applicable law requires otherwise or the cost resulted directly from an error by Hawme.
Contact Us
If you have questions about cancellation, returns, refunds or an issue with your order, please contact:
Hawme Customer Support
Email: support@hawme.com
Phone: +44 7446 112831