Refund policy
Last updated: July 17, 2026
We want you to be completely satisfied with your House of Hensley purchase. You may request a return within 30 days of receiving your order.
Return eligibility
To qualify for a return, the item must be unused, in its original condition, and returned with its original packaging and proof of purchase. Because every Hensley Cup is handcrafted from natural oak, variations in grain, colour, tone, and markings are part of the character of the product and are not considered defects.
To begin a return, email contact.walterhensley@gmail.com with your order number and the reason for your request. Returns sent without prior authorization may not be accepted.
Damaged or incorrect items
Please inspect your order when it arrives. If it is damaged, defective, or you receive the wrong item, contact us as soon as possible and include your order number and clear photographs. If we confirm an error or damage, we will arrange an appropriate replacement or refund at no additional cost to you.
Non-returnable items
We cannot accept returns of used items, personalized or customized products, gift cards, or items marked as final sale. Please contact us if you are unsure whether your item is eligible.
Return shipping
Unless the item is damaged, defective, or incorrect, the customer is responsible for return shipping costs. We recommend using a tracked shipping service, as we cannot guarantee receipt of untracked returns.
Refunds
Once your return has been received and inspected, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may require additional time to process the credit.
If more than 15 business days have passed since your refund was approved, email contact.walterhensley@gmail.com.
Order cancellations
If you need to cancel or change an order, contact us immediately. We will do our best to help, but we cannot guarantee changes once an order has entered fulfilment.