Refund policy

At Home & Co, every product is thoughtfully designed and carefully made to bring warmth and character to your home.

Many of our products are made, stitched, embroidered or customized specifically for each customer. We therefore encourage you to carefully review the product details, measurements, colours and specifications before confirming your order.

If you require additional photographs, videos, fabric details or assistance with measurements before placing an order, our team will be happy to assist you.

RETURN & REPLACEMENT

We accept replacement requests for eligible products in the event of:

  • A manufacturing defect
  • A damaged product received
  • An incorrect product or SKU being supplied
  • A significant error in size/specification compared with the confirmed order
  • Any issue must be reported to Home & Co within 48 hours of delivery, along with clear photographs and/or videos showing the issue.
  • Where applicable, we may request an unboxing video or photographs of the original packaging to help us assess transit-related damage.

Once the request has been reviewed and approved, Home & Co may, depending on the nature of the issue:

  • Repair or rectify the product
  • Replace the affected product
  • Provide store credit
  • Process a refund where repair or replacement is not reasonably possible

CUSTOM & MADE-TO-ORDER PRODUCTS

The following products are not eligible for return, exchange or refund due to change of mind, colour preference, size selection or change in requirement:

  • Custom-made curtains and sheers
  • Custom-sized blinds and soft furnishings
  • Customized cushion covers and home linen
  • Personalized or embroidered products
  • Made-to-order products
  • Altered or specially modified products
  • Fabric that has been cut according to customer requirements
  • Products manufactured according to measurements/specifications approved by the customer

However, if a customized product has a manufacturing defect or differs materially from the specifications confirmed by Home & Co, we will assess the issue and arrange an appropriate rectification or replacement.

MEASUREMENTS

For customized orders, customers are requested to carefully verify all measurements before approving the order.

Where measurements are provided by the customer, Home & Co cannot be held responsible for incorrect sizing resulting from inaccurate measurements supplied to us.

Where measurements are taken by or specifically confirmed by the Home & Co team, any manufacturing discrepancy attributable to Home & Co will be rectified by us.

Minor variations that are normal to textile production and stitching may occur and will not ordinarily be considered defects.

COLOUR & FABRIC VARIATIONS

Textile products may have minor variations in colour, weave, texture or finish due to:

  • Different production or dye lots
  • Natural characteristics of the fabric
  • Handcrafted or embroidered detailing
  • Lighting conditions during photography
  • Differences in phone, tablet or computer displays
  • Such reasonable variations are part of the nature of textile products and are not considered manufacturing defects.

We encourage customers who are particular about colour or texture to request additional photographs, videos or fabric samples before confirming an order.

SALE & DISCOUNTED PRODUCTS

Products purchased during a sale, clearance, promotional offer or special discounted campaign are not eligible for return or exchange, unless the product received has a manufacturing defect or an incorrect item has been supplied.

CANCELLATION OF CUSTOM ORDERS

Customized and made-to-order products enter production based on the specifications approved by the customer.

Once fabric has been cut, embroidery/printing has commenced, or production has started, the order cannot be cancelled or refunded.

Any cancellation request received before production begins will be reviewed by Home & Co based on the status of the order.

RETURN & REPLACEMENT PROCESS

Step 1 – Report the Issue

Contact Home & Co within 48 hours of receiving your order and provide your order/invoice number along with details of the issue.

Step 2 – Share Photos/Videos

Please provide clear photographs or videos showing:

  • The complete product
  • The specific defect or issue
  • The product packaging
  • The shipping label, where applicable

Step 3 – Review & Approval

Our team will review the request and confirm whether the product requires rectification, replacement or return.

Please do not send any product back without confirmation from Home & Co.

Step 4 – Return/Pickup

If a return is approved, the product should be:

  • Unused and unwashed
  • In its original condition
  • With tags intact, wherever applicable
  • Securely packed to prevent transit damage

Step 5 – Inspection & Resolution

Once the product reaches us, our team will inspect it and proceed with the approved rectification, replacement, store credit or refund, as applicable.

NON-ELIGIBLE REQUESTS

Returns or replacements will generally not be accepted for:

  • Change of mind after purchase
  • Change in colour/design preference after confirmation
  • Incorrect measurements supplied or approved by the customer
  • Products that have been used, washed, damaged or altered after delivery
  • Normal fabric characteristics or reasonable colour/texture variations
  • Customized products made according to approved specifications
  • Issues reported outside the applicable reporting period

OUR COMMITMENT

At Home & Co, quality and customer satisfaction are important to us.

If there is a genuine manufacturing or fulfilment issue with your order, our team will work with you to find a fair and practical solution.

We also encourage thoughtful purchasing and accurate measurements, particularly for customized products, helping us reduce unnecessary transportation, packaging waste and textile wastage.

Home & Co
Thoughtfully made for your home