Refund policy

If you want to return the product, you may return it within 7 days after receiving, however we will impose a restocking fee of 20% of the item original price value. 

Please email to cs@homecozify.com to begin a return, refund, replacement or cancellation.

All returned products must be in brand-new condition, uninstalled, non-assembled, unused, with no missing components, and with original tags and packing. Custom made items, packaging opened, used or assembled items are not accepted for refund and exchange. You will also need to arrange the return logistic by yourself and at your own cost, and with tracking information (i.e SF Express) for us to monitor. We reserve the right to deduct up to 50% restocking fee of original price value if products are not received in a resonable brand-new conditions or with their original packaging. We have previously had occasions where customers deliver the items back to us without original packaging these are then damaged in transit. In this case, we reserve the right to return the product back to customer immediately and cancel the refund arrangement. 

If you need to return an item, please do so within 7 days.  We do not carry any warranty or guarantee on any of its products after the 7 days for return period whether the fault of the customer or manufacturer. The product required to be sent back HomeCozify within 7 working days after the return request is accepted. 

You have the right to cancel your order within 2 days after the order confirmation date. Scroll down to the CANCELLATION section for further information.

In the event of transportation damage, please send a picture of the product with the original packaging, a picture of the entire product, and a picture of the damaged portion.

We will answer through email if the request is allowed or declined. If you are dissatisfied with the outcome, please respond to the email and our client service staff will follow up with you.

Items that are missing or damaged must be reported within 48 hours of receipt. HomeCozify is not accountable for reimbursement or replacement for reports beyond that, and maintains all rights for the final explanation.

If you have any questions about returns, please contact us at cs@homecozify.com, or simply visit www.homecozify.com and contact us through chat.

Damages in transit

If an item arrives with obvious and serious damage to the packaging or the item itself, please take photographs or video of the damage. In the event of a product fault or damage, we will work with you to ensure that the product is functioning.

• Suggest a self repair (with an offer of compensation to you)
• Arrange a repair by a local workmanship in your area (with an offer of compensation to you)
• Offer a partial or full store credit voucher
• Replace the product (subject to availability)

To qualify for a defective return, one of the following must apply:

• Item has a defect, or is faulty or malfunction
• Incorrect item was received
• Missing part(s)
• Damaged

We urge that you inspect the things within 48 hours of receiving them and contact customer care as soon as possible. Please provide a copy of your original order confirmation, confirm the item number and quantity of the defective item(s), and include images or video clearly demonstrating the issue (s). Please send images of the shipping label, box, product, and damaged item to speed the response process. We shall be liable for refunds, exchanges, or replacements within 7 days after receipt, depending on the scenario. HomeCozify will make every effort to fix after 7 days. 

HomeCozify will not provide disposal service of the damaged/defective part if it is replaced. 

Policy Exceptions / non-returnable items

Non-returnable items include all change of mind returns and below scenarios.

While all items must be quality checked before shipment, product damage may occur on occasion due to transportation. HomeCozify strives to save you time and money by making most of our products ready to use right out of the box. Unfortunately, this raises the possibility of slight damage throughout the long shipping process. HomeCozify will not pay return and exchange costs for minor damages (damage diameter less than 2cm) that do not impact functional usage.

Certain things, including but not limited to those made of marble, glass, manufactured wood, or crystal, are considered delicate. While HomeCozify packed with care, transporting these products necessarily entails extra risk. Minor scratches that do not impede functional usage will not be considered product default for goods made of such materials (damage diameter is smaller than 2cm).

Because of the heterogeneous nature of furniture materials like wood, rattan, and marble, each object will have its own distinct texture and colour. Slight colour changes and lighter patches are to be expected as part of the material experience and are described as such, therefore they will not be regarded a product defect.

Although digital design and robotic manufacture technologies accurately describe the shape and size of the product, manual finishing and normal material behaviour may result in minor geometric deviations. As a result, the measurements in the product description are not guaranteed and may vary by a minor margin, such as a few millimetres in small size products and few centimeters in medium to large size furniture items.

In the case of leather items, minor stains or slight colour unevenness induced by the dyeing process will not be considered product faults.

Certain items will be rolled, folded, or compressed for delivery to minimise shipping costs and give you with the best value possible, which may leave little print or mark on the surface. This is not a product defect, however we are delighted to give cleaning suggestions or cleaner.

Because to the packing and shipping processes, there may be fungus or dirt on the product surface that may be readily wiped with a basic cleaning. This item not covered by the 7-day no-hassle return policy.

Products that are "made to order" or "customised." Products labelled "customisation," "additional lead time," or "made to order" are solely manufactured for your purchase, so usual service routine, such as cancellation, exchange, damage in transit, return, and refund, will not apply. Please contact our customer care directly if you have any problems with such goods.

Sheets, quilt covers, pillowcases, comforters, blankets, pillow protectors, and mattress protectors cannot be returned, exchanged, or reimbursed if they have been opened and/or washed, unless defective, under the Health Act.

Clearance stock in all types (e.g. last piece sale.).

Discounted business purchase or order of high value (above 10000HKD). HomeCozify is always excited to work with various types of businesses, including but not limited to designers, resellers, and influencers. We can no longer accept change of mind returns due to commercial procurement discounts and service conditions. The remainder of the standard service protocol continues to apply to commercial procurement. A restocking fee and a processing fee will be imposed to any goods returned or exchanged in this situation.

* (Our definition of business procurement. During the presale engagement, including chat, phone call, and email, the buyer revealed itself to be a business, including but not limited to designers, resellers, influencers, and we will consider any order placed by the business itself, employees, shareholders, or affiliates as business procurement)

Items that require hold-on service. While we are pleased to give order hold-on service, it greatly increases operational costs. So, if the hold-on service lasts more than one week, we will be unable to give the 7 Days Return Service. We will still provide regular post-sale support if the goods is damaged or missing. 

No refund, return, or cancellation will be accepted because of delivery access issue. Please refer the measure for delivery. 

Cancellation or Order Amendment

You can cancel or amend your order within 2 days after order is confimred, counting from order confirmation day. We will charge 5% of the item value or order value (depends on items affected) as cancellation fee.

If a cancellation request is made after 2 days or the product has already been sent, the cancellation charge is determined by the processing cost.

The standard cancellation procedure does not apply to items labelled "Made to Order," "Customisation," or "Extra Shipping Lead Time." Because production or customised orders are delivered to the factory immediately after they are confirmed, cancellations are not often permitted. If you cancel, we will charge you for the actual production or customisation loss. Once the purchase is confirmed, we will instantly transmit the production requirements to the factory, which is irreversible. Each product information page addresses additional lead time. If cancellation is requested within 50% of the extended lead time, HomeCozify maintains the right to retain 50% of the entire price. If cancellation is requested after 50% of the additional lead time, HomeCozify maintains the right to retain 100% of the whole amount. 

Refunds

We will tell you after we have received and reviewed your return and will let you know whether or not the refund was accepted. Please note shipping fee is non-refundable under any scenario. If you are authorised, your original payment method will be returned within 30 days. Please keep in mind that it may take some time for your bank or credit card company to process and post your refund. For the security purpose, refund through the original payment method is the only way for the return to proceed.