What is your policy on returns?
We understand that you may occasionally wish to return your purchases. We’ll be happy to help you with the process.
We do not accept:
– Products damaged by misuse or showing signs of wear, even if they are still under warranty.
– Products that have been used, altered, assembled or installed, unless they are defective.
– Bedding, bath products, kids’ products, pillows, sheets, comforters, bed-in-a-bag, duvets, duvet covers, memory foam, towels and bathrobes that have been removed from their packaging.
– Products that have already been assembled, unless there is a manufacturing defect. We reserve the right to check for defects and will repair or replace the defective products at our discretion.
– Products you wish to exchange for a different colour or size. (We currently do not offer an exchange service which means that you will need to return the product first and purchase what you wish instead).
Please return your non-furniture products in their original packaging, within 30 days of delivery. Double-check that you’ve included the invoice as well as all the accessories, promotional gifts and warranty cards that came with your order.
Are there products I cannot return online?
You will not be able to return Home Box furniture or mattresses by raising an online return request.
Please check our returns policy for a full list of products you can’t return.
Can I return part of a promotional purchase, where the discount was calculated on the total cost of my purchase?
Yes, you can return products that were originally part of a promotion, but you will lose out on the discount.
What if I want to return part of an order that came with a voucher?
Whether you return your order partially or fully, your voucher will be cancelled. You will however, receive a refund for your return.
If you’ve already spent your voucher, the value of the voucher will be deducted from your refund.
Can I exchange my purchase for another product?
You’ll be able to return your Home Box products (except anything you’ve ordered by Scheduled delivery) to a Home Box store, and use your cash refund or Credit Note to buy a new product right away. However, you’ll only receive a cash refund if you’d paid for your order by cash.
Your Credit Note will be valid for 6 months from the date of issue and can be used online or in-store.
If I pay for my order with a Credit or Debit Card, how long will it take to process my refund?
If you’ve paid by Credit or Debit Card, here’s how long it will take:
- 2-5 business days to receive your returned products.
- 2 business days to perform a quality check and issue the refund.
Your bank or card issuer may take an additional 7-14 business days to process the transaction.
Paid with a MADA Debit Card? Your refund timeline will depend on when we receive the return in our warehouse and complete the quality check. If this is 30 days after your order was placed, the MADA system will not be able to offer an automatic refund to your bank account. Instead, we will manually process your MADA refund and it may take 14-28 days after the refund is initiated to reflect in your account.
I paid for my order by Cash on Delivery. Can I return the products and get a cash refund?
Your Cash on Delivery charge will only be refunded if you return your entire order.
Here’s how it works:
Return to store – If you paid by cash and then returned a product to the store, you can get a cash refund. You can also opt for a Credit Voucher or get a refund to your Shukran Pay wallet.
Call for a pickup – You can ask Customer Support to transfer your refund to your bank account or opt for a refund to your Shukran Pay wallet. Guest users can opt for a Credit Voucher.
Online return – We’re sorry, we won’t be able to offer you a cash refund or a bank transfer. You’ll receive a refund to your Shukran Pay wallet, while guest users and users who have not activated Shukran Pay will get a Credit Voucher.
Credit Vouchers are valid for 12 months from the date of issue and can be used online and in-store.
Refunds to Shukran Pay wallet can be checked in the Shukran Pay section under My Account and can be used to shop any of our brands online or in-store.