Return & Refund Policy

 

RETURN & REFUND POLICY

  • Duration: Customers can return their purchases by following the steps below. Goods have to be returned within 14 days from the delivery date. The customer must cover return costs.
  • Condition: Items must be in their original, unused condition and include all original packaging, tags, and accompanying accessories.
  • Exceptions: Customized or personalized items cannot be returned unless they arrived damaged or defective.
  • Smart Home & Modification Disclaimer: Products are intended to be used only in their original configuration. Compatibility with smart home systems, dimmers, or third-party control technologies is not guaranteed unless explicitly stated or confirmed in writing by our team prior to installation. Any modification or integration performed without prior confirmation is done at the customer’s responsibility. Issues arising from such use are not considered manufacturing defects and are not eligible for return, replacement, or refund.

REFUNDS

  • Once we receive and inspect the returned item(s), and if the return complies with our policy, a refund will be processed to the original method of payment.
  • Refunds are typically processed within 5-7 business days of receiving the item.
  • If delivery fails due to the receiver’s fault and the item is sent back to the sender, a restocking fee of 30% of the item price will be applied. This fee will be deducted from the total amount paid for the item.
  • As part of our updated policy, we require a clear, unedited unboxing video to be submitted when requesting a return or refund. This video helps us confirm that the product arrived in the condition reported and ensures a fair process for both parties.

What should the video include?

  • A full view of the sealed package before opening.
  • The entire unboxing process, showing how the product is removed from the packaging.
  • Clear footage of any damages or issues with the product, if applicable.

How to Submit Your Video:

Once you have recorded your unboxing video, please email it to support@homedekk.com along with your order number and a brief explanation of the issue.

Next Steps:

After reviewing the unboxing video and your claim, our customer support team will contact you within 2 business days to proceed with either a replacement, store credit, or a refund, depending on the issue.

RETURN PROCESS 

Please contact our customer service at support@homedekk.com to initiate a return. Provide your order number, item details, and the reason for the return. Once approved, we will provide you with return instructions and a return shipping label (if applicable).

Important Notice:

  • It is exclusively the customer’s responsibility to return the item.
  • The customer is responsible for any return fees.
  • We will cover any customs fees that may apply to your order, provided you submit a proper invoice with valid information identifying that the fees were specifically applied to our package.
  • The customer is also responsible for any damages incurred during transportation, so we strongly advise insuring the package in case it is lost or damaged.
  • For reduced items, customers are responsible if there are any custom fees.

DAMAGED OR INCORRECT ITEMS 

  • If you received a damaged or incorrect item, contact us within 7 days of receiving the product. We will work swiftly to address the issue.

NON-REFUNDABLE ITEMS

  • All discounted, sale, or clearance items are final sale and cannot be returned or refunded.
  • Customized or personalized items are non-refundable unless they arrived damaged or defective.

CANCELLATIONS

  • Orders can be requested for cancellation within 12 hours of placing the order; however, we cannot guarantee the cancellation, as the order may already be processed or fulfilled. Please contact us at support@homedekk.com to check the status.

ORDER NOTES

  • Order notes provided when placing an order on our store platform are for reference purposes only and do not constitute a formal request or agreement.
  • Any important changes or special instructions related to your order must be communicated directly to us via email at support@homedekk.com.
  • Such changes must be acknowledged and approved by our team with a confirmation email to ensure they are implemented.

SHIPPING TIMEFRAMES & DELAYS

  • After production, the estimated delivery time is 5–15 business days. 
  • In rare cases, delivery may take up to 40 business days due to external factors such as customs delays, courier disruptions, or regional issues.
  • If your item is not received within 40 business days from the order date, you are eligible for a full refund upon request.
  • N.B. The 40-business-day refund eligibility does not apply if delivery is delayed due to pending customs clearance, missing documentation, unpaid fees, or lack of recipient cooperation. 

Contact Information

For any questions or concerns related to returns and refunds, please contact us at:

Email: support@homedekk.com