Terms and Conditions
About these terms
These terms and conditions govern your use of thehaud.com (the "Platform"), operated by The Haud Ltd, a company registered in England and Wales (Company No. 15779673) with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom ("The Haud", "we", "us").
By using the Platform, whether as a buyer, a maker, or a visitor, you agree to these terms. Please read them carefully.
If you have any questions, contact us at hello@thehaud.com.
1. What The Haud is
The Haud is a curated online marketplace connecting independent British craft makers ("Makers") with buyers. The Haud acts as a commercial agent on behalf of Makers. When you purchase from The Haud, you are buying from the individual Maker, not from The Haud Ltd directly.
All Makers are vetted and approved by us before listing products on the Platform.
2. Buying on The Haud
When you place an order, you are making an offer to purchase from the relevant Maker. Your order is confirmed when you receive an order confirmation email from us.
All prices are displayed in GBP and include VAT where applicable. Payment is processed securely by Stripe.
Delivery is fulfilled by the individual Maker. Estimated delivery times are shown on each product listing. The Haud is not responsible for delays caused by the Maker or by third-party couriers.
Your contract is with the Maker. When you place an order, your contract of sale is between you and the individual Maker whose product you have bought. The Haud Ltd is not a party to that contract. We act as the Maker's commercial agent for the limited purpose of listing their products, processing your payment, and facilitating communication. Payment to The Haud discharges your payment obligation to the Maker.
If something goes wrong, contact the Maker first. If your order arrives damaged, is missing, is delayed, or is not as described, contact the Maker using the contact details provided on your order confirmation email. Most issues can be resolved directly. If the Maker has not responded or resolved the issue within 3 working days, contact us at hello@thehaud.com and we will help coordinate a resolution.
Refunds, returns and your statutory rights. Refunds, replacements, returns and any other remedies under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are the responsibility of the Maker as the trader and, where due, will be issued from the Maker's account. Under the Consumer Contracts Regulations 2013 you have a statutory right to cancel your order at any time from the moment you place it until 14 days after the day you receive it, and a further 14 days after telling the Maker to send the item back. This 14-day change-of-mind window is The Haud standard; Makers may offer a longer window, never a shorter one. This does not apply where the item is made to order, personalised or commissioned, in which case the right to cancel may not apply (this will be clearly stated on the product listing). Full details, including the model cancellation form, are on our delivery, returns and refunds page. The Haud does not guarantee or underwrite the Maker's performance of the contract of sale, but we will support you throughout the process.
Complaints. If something has gone wrong with an order, contact the Maker first as set out above. You can also raise anything with us at any time, using the report-an-issue button on the Platform or by emailing hello@thehaud.com; we aim to respond within 2 working days. If the Maker has not resolved an issue within 3 working days, we will step in and help coordinate a resolution.
Reviews. Reviews on the Platform come from verified purchases. We remove reviews that do not.
3. Selling on The Haud
Makers must apply to join the Platform. We review all applications and reserve the right to decline without giving a reason.
The Haud charges a commission on each sale made through the Platform. The standard commission is 23% of the sale price (excluding postage). Makers who joined during our founding period are on preferential earlier rates, which we honour for the life of those shops.
Your personal commission rate is shown in your maker dashboard at /seller/fees. The figures in this document reflect standard rates; where your shop was onboarded at a different rate, the dashboard is the source of truth for your individual agreement.
All products listed on the Platform must be genuinely handmade by the Maker, accurately described and photographed, priced consistently with any other sales channel, and available to ship within the stated lead time.
Earnings from your sales are held and become available to withdraw 14 days after an order is delivered; a longer period may apply to higher-value orders and to new makers, allowing time for any returns to settle. Cleared funds are sent to your bank automatically once they reach £50, and you can withdraw them sooner from your maker dashboard at any time. Withdrawals are free at £30 and over; for a withdrawal under £30 a flat 20p charge applies towards the bank fee. Stripe's standard payout schedule and verification checks apply, and any Stripe currency or instant-payout fees are disclosed by Stripe before you confirm.
By listing on the Platform, you authorise The Haud Ltd to act as your commercial agent in collecting payment from Buyers on your behalf, via Stripe Connect Express. By completing Stripe Connect onboarding you also enter into a direct agreement with Stripe; Stripe's Connected Account Agreement and Services Agreement apply to your use of the Express account. The Haud is not a party to that Stripe agreement.
Where a refund, replacement or other remedy is owed to a Buyer under the contract of sale or under UK consumer law, you are responsible for providing it. Where a refund or chargeback occurs on one of your orders, you authorise us to recover your share by reversing the corresponding payout and, where your balance is insufficient, by debiting your connected bank account. If a shortfall remains, you remain liable to the Buyer and to The Haud for it. You agree to respond to Buyer enquiries promptly and in any event within 3 working days; persistent failure to respond may be grounds for suspension under this section.
Makers are responsible for the accuracy of their product descriptions and images, packing and shipping orders promptly and safely, handling returns in accordance with consumer law, and any VAT obligations applicable to their sales.
Product safety and compliance
You are the maker and seller of your products, and you are responsible for them. You confirm that each item you list and sell is safe and of satisfactory quality, complies with all laws and regulations that apply to it in the United Kingdom (including product safety, labelling and consumer protection rules), is described accurately and honestly, is yours to sell and does not infringe anyone else's rights, and may lawfully be sold and sent to the buyer's delivery address.
Insurance
We strongly recommend that you hold product liability insurance from the day you start selling, and public liability insurance as well if you sell at fairs, markets or other events in person.
Once your total sales through The Haud reach £10,000 in any rolling twelve-month period, holding product liability insurance with cover of at least £2,000,000 becomes a condition of continuing to sell through us. We will let you know as you approach this point.
If we ask, you agree to give us evidence of your cover (your insurer, policy number and renewal date) within 14 days. You agree to keep the cover in place for as long as you sell through The Haud, and to tell us promptly if it lapses or is cancelled. If you are required to hold cover and it is not in place, we may pause your shop until it is.
Indemnity
You agree to indemnify The Haud Ltd, and to keep it indemnified, against any loss, damage, cost, claim or expense it suffers or incurs that arises from any of your products, any breach by you of these terms or of the confirmations above, or any claim that one of your products caused injury, loss or damage, was unsafe or did not comply with the law, or infringed someone else's rights.
We reserve the right to suspend or remove a Maker from the Platform if they breach these terms, receive repeated buyer complaints, fail to fulfil orders in a timely manner, or list products that do not meet our standards. Where possible, we will give notice before taking action.
US shipping
Shipping to the United States is at the maker's own risk. If you enable US shipping on a piece, you confirm it meets US import rules, and you are responsible for any testing, treatment, certificates or declarations US import requires. If a parcel is held, seized or destroyed by US Customs or any US agency, you bear all resulting costs in full: the buyer's full refund, and import duty paid or assessed, and the shipping already incurred. You will either pay the cost of return shipping or allow the piece to be destroyed. The Haud bears none of these costs by default, and may deduct or set them off against any sums it owes you, including current or future payouts. We may, at our sole discretion and without obligation, choose to share some of these costs in an individual case; this is a goodwill exception only, creates no entitlement, and must not be relied on.
4. Intellectual property
All content on The Haud, including editorial copy, photography commissioned by us, and the brand, is owned by The Haud Ltd. You may not reproduce it without our permission. Makers retain ownership of their own product images and descriptions.
5. Limitation of liability
To the fullest extent permitted by law, The Haud Ltd is not liable for loss or damage arising from a Maker's failure to fulfil an order, delays caused by third-party couriers, or any indirect or consequential loss. Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation. Nothing in these terms affects your statutory rights as a consumer.
6. Governing law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
7. Changes to these terms
We may update these terms from time to time. We will notify registered users of material changes by email. Continued use of the Platform after changes take effect constitutes acceptance of the updated terms.