FAQ
HOW CAN I MAKE A RETURN?
Initiate a Return:
Should your purchase fall short of expectations, please contact us here ([email protected]) to start a return within 30 days of the recorded delivery date by the carrier. We kindly request proof of purchase, along with a photo showcasing the item in its original packaging as well as its accompanying box, and an image of the label. Our team will then provide a pre-paid shipping label, ensuring a hassle-free return journey.
Upon receipt of the returned item at one of our facilities, we will promptly issue a refund to your original payment method within 7-20 business days.
In the unfortunate event of an item arriving damaged, broken, or exhibiting any other issues, please promptly notify us at [email protected], and we shall guide you through the necessary steps.
Return Guidelines:
All items being returned must be in unused condition and arrive to our warehouse in undamaged condition with original packaging. Please keep this in mind when repackaging any returns.
HueGah Home reserves the right to refuse returns or exchanges of items that are not in new condition due to misuse or damage by the client.
Customers must contact us in advance of returning items to receive a appropriate instructions. All returns must be shipped and post-marked within 30-days of the delivery date with no exceptions.
Returns are not accepted for items such as rugs, chairs, tables, stools, or mirrors since they are made to order for each client, as well as items that have been installed or assembled.
If you desire to return an item based on personal preference, have had a change of heart and decided against keeping it, there's no need to worry. We can still process your return with a non-refundable restocking fee of 10%. This fee contributes toward the labor costs associated with return inspection and repackaging.
Kindly note that while minor scratches incurred during courier handling are regrettably beyond our control, they do not detract from the item's functionality. As such, refunds or returns for items with minor scratches are not accepted. However, we are delighted to offer guidance on simple, at-home solutions for addressing such imperfections.
WHAT IF MY ORDER ARRIVES BROKEN?
We package everything with care but understand some items are fragile and things can happen during handling with the carrier. Please email us at [email protected] with photos of the broken item and we will ensure that it is replaced.
Please note, scratches resulting from courier handling, are beyond our control, and occasionally unavoidable. We do not refund or accept returns for items with scratches, as it does not affect the usability of the item. For items of the wood material, we suggest a wood stain pen as a scratch can naturally occur at any point.
For all items that arrived damaged or broken please send the following:
- Photo of item Photo of your shipping label that you received
- Order #
HOW CAN I CANCEL MY ORDER?
Once you place an order, you may cancel within 24 hours. Please email [email protected] if you wish to cancel.
Orders cannot be cancelled after the order has been processed past the 24 hours and cannot be cancelled after the item has shipped.
Please keep this in mind for Furniture Collection orders. These items are initially shipped by sea freight and therefore tracking will update once it arrives at your local port and is received by your local carrier from the sea freight.
WHEN WILL I RECEIVE MY REFUND?
You will receive your refund on your original payment method 7-20 business days after return is processed at our warehouse.
HOW IS CURRENCY CONVERTED?
Our site will automatically translate it's language and currency to your local language and currency!
Your credit card company will convert any order from US Dollars to your local currency based on their calculation of the current exchange rate at the time of purchase.
WHAT IF MY PARCEL TRACKS AS DELIVERED BUT IT IS NOT THERE?
In the event that the package is lost in transit and or not recieved, but shows delivered to the shipping address associated with the recipient's order, HueGah Home will not be liable for non-receipt of goods or replacement of goods.
HueGah Home can assist in filing a trace and claim with the respective carrier to assist client in locating lost parcel or missing parcel.
Parcels that are unclaimed or refused will be subject to applicable return and re-stocking fees and will not be considered as a cancelled order.
CAN DISCOUNTS BE COMBINED?
Discounts cannot be combined unless stated otherwise on the offer.
Product
HOW DO I GET ASSEMBLY INSTRUCTIONS?
If you need help with assembly for your product please email us for assembly videos at [email protected].
If you plan to hire a professional to install lighting or assemble any furniture, please wait until the items are delivered prior to scheduling the installation due to possible delays with the carrier.
