To cancel an order, a customer must email HDS. Please send us a cancellation request via email. Requests for cancellation are not complete until they are confirmed by HDS.
Orders may be canceled for any reason within 1 business day without incurring any restocking fees or delivery costs. Any cancellation of an order after this initial period will need to follow the Cancellation Policy procedure described below.
HDS makes every effort to deliver orders to our customers as quickly as possible unless a customer requests an order to be held for a period of time. Once an order is assigned a trip or is already in transit, it cannot be canceled without the customer paying round trip shipping fees and a 15% cancellation fee. There are high costs moving furniture across the country, and by having this policy we are able to keep our costs low and pass significant savings to our customers.
HDS’s Free Shipping offer is based on the customer keeping the order. Customers canceling their order are required to pay the original and return shipping costs even if the order qualified for Free Shipping. All shipping charges are non-refundable. All associated cancellation fees will be deducted from your refund.
HDS makes every feasible effort to make sure that your order arrives to you in perfect condition the first time. However, despite taking extreme precautions protecting the furniture, and only working with premium and vetted delivery agents, damages may occur on rare occasions. Customer agrees to allow HDS, the manufacturer, and/or our shipping agent the opportunity to remedy the damage or defected issue. Said resolution will be at no cost to the customer. Customer agrees to accept the remedy selected by HDS, the manufacturer or the shipping agent. Our goal always is to make our customers happy. However, if a customer prefers to cancel the order rather than allowing us to remedy the issue(s), the order will be considered a cancellation, and as such, subject to our cancellation policy.
In the unique event that a damage occurs, below outlines the required protocols based on our three delivery variations.
For White Glove Delivery:
We inspect each of the items prior to delivering to customers, to make certain that the furniture is in perfect condition. Additionally, our excellent packaging and shipping experience reduces the chances of damage occurring.
At the time of delivery, review your entire order. Inspect the top, bottom, left, right, front, back, interior, exterior, and all moving parts, including, but not limited to drawers, doors, and reclining mechanisms. You are required, as well, to inspect the assembly provided by our delivery partner.
Our delivery partner will assemble the furniture, and any improper assembly must be addressed at the time of the delivery. As the customer accepting delivery, it is your responsibility to ensure that your order is assembled properly and you agree that you are responsible for issues that arise from improper assembly. HDS does not warrant or guarantee assembly and is not responsible for damage to goods, personal property, or persons due to improper assembly.
All damage or improper assembly must be reported at the time of delivery and notated on the Bill of Lading, or Homey Design Store will not be responsible for remedy, restoration, or replacement. If a product is found to have damage, and damage is noted on the delivery receipt; we will send the necessary parts and correct the problem at our expense. Remedies may include, but not limited to repair by a professional furniture repair technician, part replacements, both repair and part replacements, or a full unit replacement, all at no cost to the customer.
For Small Parcel Delivery (FedEx or UPS):
Retain all packaging and report the damage to HDS immediately. We will require photos of both the packaging and the damaged item. Concealed damage must be reported to us and the shipper within 24 hours of arrival.
For 3rd party LTL Carrier Delivery:
Deliveries via this service will not be completed unless someone is present who can sign and accept the delivery. If there is visible damage to any of your items, refuse only what is damaged, and you must notate the BOL receipt that the driver asks you to sign. Concealed damage must be reported to us and the shipper within 24 hours of arrival.
All shipments are insured against damage. When your order arrives, please take the time to ensure the paperwork is accurate and that the correct items and/or number of cartons have been delivered. Please also inspect the packaging and the package contents for any shipping damage. Any damage caused from shipping must be noted on the delivery receipt or the insurance cannot be claimed. If there is a partial damage or shortage to an order, accept the good items and list damages and or shortages on the delivery receipt.
If the order shows or develops a manufacturer defect after delivery and within the manufacturer’s warranty period, please contact HDS for assistance.
If we request information, such as pictures, serial numbers, or repair quotes, and do not receive a response from you for 30 consecutive calendar days, it is assumed that you are keeping the order in its current condition and no further remedies will be offered.
Customer satisfaction is our top priority. If you are unsatisfied for any reason with your purchase, you can return it within 5 days of delivery. Returned items must be new and in unused condition. A few of our vendors may be excluded from our return policy. Any exceptions are noted on the page of the item. Special orders where custom fabrics or colors are selected are non-refundable. Bedding, mattresses, foundations and linens are also non-refundable and cannot be exchanged. Returns are only accepted in their original boxes, and should be unassembled. Once an item has been assembled it is no longer returnable unless written exemption was provided by HDS.
To return items for a refund, please contact us via email for an RMA (Return Merchandise Authorization). We ship items from multiple warehouses across the United States; therefore, it is very important to contact us so we can provide the correct return warehouse address.
Customer must e-mail HDS a request for a Return Authorization Number within five (5) calendar days from receiving delivery.
Returned items must be received by HDS within twenty (20) days from the date the return authorization is issued. If Items were received via a white glove delivery, we will have the delivery agent contact customer directly to schedule a pickup date.
HDS will calculate and provide to you in writing or email, applicable restocking fees, and actual delivery charges. A Return Authorization number will not be issued until HDS receives written acceptance from a customer of all return fees via email or fax.
Refunds, if applicable, will not be issued until item(s) are inspected by HDS, manufacturer or an authorized 3rd party agent of HDS
Full Refunds May Not Be Issued If:
The item(s) is determined by HDS or the manufacturer to have been used or damaged by a customer.
If the item(s) was returned C.O.D. If the item(s) is not returned in its original packaging or equivalent.
If the item(s) does not have a Return Authorization Number affixed to the outside of the package.
If the item(s) are returned with damage and cause of damage is determined to be a result of shipper's mishandling.
Any dispute or claim relating in any way to your use of any HDS products or services sold or distributed through HomeyDesignStore.com will be resolved by binding arbitration, rather than in court, except that you may assert claims in small claims court if your claims qualify. The Federal Arbitration Act and federal arbitration law apply to this agreement. We each agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated or representative action. If for any reason a claim proceeds in court rather than in arbitration we each waive any right to a jury trial. We also both agree that you or we may bring suit in court to enjoin infringement or other misuse of intellectual property rights.
As to any claim made against HDS, you agree that your damages, if any, shall, to the fullest extent permitted by law, be limited to the actual amount of money you paid to HDS for the cost of goods as well as any shipping costs you actually paid directly to HDS (but not to any third party). We do not guarantee that we will be able to fill every order and you should not expect that simply because an order is placed or an item is listed in our catalog or website, that such item is definitely available. If you place an order which we are unable to complete, then, if you have made a payment to HDS, you agree that your damages shall be limited to a refund of the amount you paid. If you did not pay for the order, you shall not be entitled to damages or to recover anything from HDS for being unable to complete an order. You agree that, in all instances, you are not entitled to, and HDS shall not be liable for, incidental, punitive, exemplary, indirect or consequential damages (including but not limited to lost profits, loss of use, damage to third parties, or any diminution of value) arising under or relating to any items you purchase, order, obtain, or seek to obtain from HDS.
If you resort to disputing or reversing a charge or submitting a dispute claim with your financial institution in an attempt to reverse or withhold payment from Homey Design Store for either a portion or the entire sum of your order, you are thereby forfeiting your rights to any promotional offers that were provided with your order. These are including but not limited to reward points and free accidental damage protection plans.