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.

The Platform is for people aged 18 and over. You can buy with an account or as a guest; these terms apply either way.

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. Until your order is in your hands it remains at the Maker's risk, so loss or damage in transit is never your problem.

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.

Maker details. The Maker's trading name is shown on their shop and product pages and in your order confirmation email. Our makers are small workshops, often working from home, so we do not publish their addresses. Every Maker can be reached, including with formal notices and legal correspondence, at their trading name, care of The Haud Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, and we pass everything on promptly. If you need a Maker's own geographical address, email us at hello@thehaud.com and we will provide it.

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. The right to cancel does not apply where the item is personalised or commissioned just for you (this is always made clear on the product listing before you buy). A piece that is simply made to order, without personalisation, still carries the change-of-mind window; the maker just needs time to make it before it ships. 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, by emailing hello@thehaud.com, or by calling us on 0333 090 5469; 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.

Alternative dispute resolution. We aim to resolve every complaint through the process above. We are not currently required to use, and do not commit to using, a particular alternative dispute resolution (ADR) provider. If we cannot resolve your complaint between us, you remain free to take the matter to the courts, and nothing here affects your statutory rights.

3. Workshops and events

Some makers host workshops and events through the Platform, in person and online. When you book, your contract is with the maker hosting the event, on the same agent basis as a purchase. Because a booking reserves your place at a leisure activity on a specific date, the usual 14-day cancellation right does not apply. Instead, you can cancel for a full refund until the booking cutoff shown on the event page, usually seven days before the session; after the cutoff, bookings are non-refundable. If the maker cancels, or the event does not reach its minimum numbers by the cutoff, you are refunded in full automatically.

Join links for online events are personal to your booking; please do not share them. Where a kit is posted to you for an online workshop, it is part of your booking and included in the price. For in-person events, please follow the maker's safety guidance on the day.

4. Bespoke commissions

Some makers take bespoke commissions through the Platform. A commission is agreed through Platform messaging: the maker sets out a quote with the price, the timeline and the refund terms that apply if the commission is cancelled part-way, and you accept the quote by paying through the Platform. Because a commission is made specifically for you, the 14-day change-of-mind right does not apply once you have accepted a quote; the refund terms in your quote govern instead. Your statutory rights if the finished piece arrives faulty or not as described are unaffected. Please keep the whole arrangement, including payment, on the Platform; it is what lets us stand behind the work.

5. Your account and conduct

You are responsible for your account and for keeping your sign-in details safe, and the details you give us must be accurate. We expect the same warmth from buyers that we ask of makers: messages to makers and to our team must be respectful, and we do not tolerate abuse or harassment. As our Privacy Policy explains, messages sent through the Platform may be reviewed by our team to resolve disputes, prevent fraud, and keep the marketplace safe.

Returns exist so you can buy with confidence, not as a lever. Fraudulent damage claims, false claims that an order did not arrive, and similar abuse may lead to a refund being refused, your account being suspended, and, where appropriate, the matter being reported. We may suspend or close an account used for fraud or abuse; where we reasonably can, we will warn you first.

If a maker you found on The Haud invites you to complete a purchase off the Platform, please decline and tell us. Buying off the Platform means losing the protections described on this page.

Reporting content. If you see something on the Platform you believe is illegal or breaks these terms, whether a listing, a review or a message, report it to us at hello@thehaud.com or through the report option on the Platform. We review reports promptly and remove illegal content when we find it. If something you posted is removed and you think we got it wrong, tell us and we will look at it again.

6. Reviews

Reviews on the Platform come from verified purchases, and we remove reviews that do not. Write reviews honestly, about your own experience. You must not offer or accept anything in exchange for writing, changing or removing a review, and you must not use a review, or the threat of one, to demand something a maker does not owe you. By posting a review you grant The Haud a licence to display and moderate it, and we may remove reviews that are not genuine, are abusive, or break these terms. We do not remove genuine negative reviews that follow these rules, however much anyone would like us to. Our Reviews Policy sets out the full rules.

7. Selling on The Haud

Selling on The Haud is governed by our Maker Terms & Conditions, a separate agreement between each Maker and The Haud Ltd. It covers applying to join, commission and payouts, product standards and safety, animal welfare, insurance, workshops and events, bespoke commissions, and shipping obligations, including shipping to the United States. If you sell on the Platform, the Maker Terms apply to you alongside these terms.

8. 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.

9. 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.

Some places do not allow certain limitations of liability or of implied warranties. Where you live somewhere with rules like that, the limitations above apply only to the extent the law there permits.

10. General

If any part of these terms turns out to be invalid or unenforceable, the rest still stands. If we do not enforce a term straight away, we can still enforce it later. We may transfer our rights and obligations under these terms to a successor to The Haud Ltd's business; your rights under these terms are never reduced by such a transfer.

11. 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.

If you are a consumer, nothing in this section takes away the protection given to you by the mandatory consumer-protection laws of the country where you live, or your right to bring or defend a claim in the courts of that country where local law gives you that right. Those local rights always apply on top of these terms.

If you are a consumer who lives in the United States, the jurisdiction of the courts of England and Wales is not exclusive for you: you may bring or defend a claim in the courts of the state where you live, including its small claims courts. Before starting any formal proceedings, we ask that you contact us at hello@thehaud.com and give us 30 days to try to put things right informally; this does not limit your small claims rights.

12. 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. A change never affects an order, booking or commission you have already placed.