Refund and Returns

Insurance

We offer optional insurance for loss or theft of parcels during transportation in accordance with our Terms of Service. Regardless of whether you purchase insurance, we will rectify any damages occurred during transit.

Cancellation before dispatch

If you wish to cancel your order, this can be done free of charge before dispatch within seven days after the initial purchase date. If your order includes expedited shipping, we typically dispatch your order shortly after you place it. We advise you to check your order date and the status of your order before you request cancellation.

If you decide to cancel an order after seven days of your initial purchase, there will be a restocking fee which is a minimum of 15% of the order value as specified below in this Returns Policy.

You must confirm your wish to cancel the order via email to support@hansohome.com; please include your purchase order number, full name, address, and reason for cancellation. Upon receipt of your email, we will acknowledge your request and outline any applicable charges before proceeding with cancellation.

We will only consider your order canceled once we issue you a cancellation email confirming your refund.

Cancellation after dispatch

If you wish to cancel an order after we dispatch the product(s), we will charge you for the return carriage in addition to the restocking fee which is 15% of the order value. We advise you to check your order date and the status of your order before you request cancellation.

You must confirm your wish to cancel the order via email to support@hansohome.com; please include your purchase order number, full name, address, and reason for cancellation.

Upon receipt of your email, we will acknowledge your request and outline any applicable charges before proceeding with cancellation.

We will only consider your order canceled once you agree to any applicable charges detailed in our response, and we issue you a cancellation email confirming your refund.

Damage or broken on arrival

Upon arrival, if you notice any damage to the boxes or product(s), please ensure you write this on the delivery acceptance form before signing it. Failure to record any visible damage may impact your ability to submit a claim or the amount of compensation for which you may otherwise be eligible.

If your order arrives with damaged or broken pieces, you must report it to support@hansohome.com within 48 hours of delivery; please include the following information with your e-mail:

  • Full name on the order
  • Order number
  • Address
  • Description of damage with supporting photos or videos for each
  • Photos or videos of all damages and product and delivery labels on each package
  • Reason for cancellation over replacement

Upon receipt of your email, we will acknowledge your request and outline the process in accordance to our terms for canceling or replacing damaged product(s) in the sections below.

Cancelling the order

For cancellations relating to damages, if appropriate, we will collect the item(s) from you, and you will receive a full refund once the goods have been returned and inspected. We reserve the right to advise that you dispose of your product(s) with no subsequent collection if deemed appropriate.

You are responsible for taking reasonable care of the goods in your possession, including the packaging for return, to prevent further damage. The goods remain your responsibility until received by us.

We cannot accept returns for a refund for any incorrectly assembled item. We cannot accept claims submitted after 48 hours after delivery.

We do not cover return costs if you change your mind and choose to return your product(s).

Returns

We cannot accept returns or cancellations if you modify or damage the product(s) in any way, including but not limited to applying chemicals or paints to any surface.

While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered, and it is your responsibility to take reasonable care of these items. If products are delivered flat-packed, you must return them the same way, including complete disassembly.

You are responsible for taking reasonable care of the goods in your possession, including the packaging for return, to prevent further damage. The goods remain your responsibility until received by us.

Submitting a request to return does not affect your statutory rights. Where applicable and approved, we typically process refunds within 30 days of receiving the product.

Refunds

Once we receive your returned product(s), we will inspect your return to ensure there is no damage and it's in a resalable condition as whole or parts.

If your return passes our inspection, we will issue a refund for the original purchase price, minus delivery costs and a restocking fee of 20% of your original order value.