Cancellation of An Order
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds and Replacements
The guarantee of a product lies with the manufacturer. Homelook facilitates the repair process as an administrative service.
In the unlikely unfortunate event that there are any defects which you are dissatisfied with, notify us within 7-days of having received your item(s).
Steps To Take:
- Take images of your defects and send them to our Customer Support team via e-mail (support@homelook.co.za) or Whatsapp (+27 68 161 3886).
- We will arrange to collect and then repair or replace the item(s) within a reasonable time frame (2-3 weeks).
*Items are to be returned in the original packaging and original and the original, re-sellable condition. The cost of the return is for the account of the customer.
- Upon repairing or replacing the item(s), delivery of the item(s) will be arranged in which a delivery fee will be applicable and non-refundable.
- If you are still dissatisfied with the item(s) you receive, a refund will be arranged should it be deemed necessary. Your refund will be reimbursed within 30-days.]
Customer Satisfaction Guarantee
We offer a 14-day full product money back / exchange guarantee. Delivery fees however are not reimbursed and items will need to be returned to our Warehouse in Pretoria within the 14-day period. Items must be returned in their original packaging brand new condition in which they were delivered. A minimum charge of 20% will be levied for any returns not in the original packaging or damaged packaging. The transport cost will be for your account
Quality inspections will be carried within 72-hours of the item’s arrival at our Pretoria Warehouse out prior to refunds being passed
Please note that the 14-day exchange / return policy does not apply to a custom product as this is manufactured specifically for you and therefore cannot be resold.
Sale Items
No returns, refunds or exchanges are accepted on Sale items once the goods have been received in good order. Please note that sale items include showroom floor stock
Standard Product Orders
Our standard products are those products you can order directly from our online store. You can choose between standard sizes, our standard colour and fabric ranges and/or our material options. Your standard product order can be exchanged and/or returned.
Custom Product Orders
You can also request for an item to be custom made. You can choose your own dimensions, your own colour, your own materials and/or choose your own fabric. However, your custom-made product order cannot be exchanged or returned. If there is an error Homelook will rectify the fault.
Warranty
In the unlikely event your Homelook item arrives to you in less than perfect condition, please email photos to support@homelook.co.za or call our customer care team. We require you to send us photos within 24 hours after delivery.