Refund policy
Returns, Refunds & Warranty Policy
At Hurbane Home, we want you to feel confident when shopping with us. If something is not right with your order, our customer care team is here to help.
Please review the policy below before requesting a cancellation, return, refund, exchange, or warranty claim.
Return Eligibility
You may submit a return or refund request within 14 days of receiving your order.
To qualify for a return, the product must:
• Be in its original packaging.
• Be unused and not installed.
• Be in a condition suitable for resale.
• Include all original accessories, components, instructions, and manuals.
Approved returns may be subject to a restocking fee starting from 20% of the amount paid for the item.
Products made or modified specifically for you may not be eligible for return once production has started. Certain customised products may also be considered final sale. Where this applies, we will advise you before production begins.
Bulk orders and certain accessories, including light bulbs, are not eligible for return.
Return shipping costs are not included in the refundable amount unless otherwise stated in this policy.
Cancelling an Order
Standard orders can be cancelled within 24 hours of purchase without a cancellation fee, provided the order has not already entered production or fulfilment.
To request a cancellation, email hello@hurbanehome.com as soon as possible and include your order number.
Customised or made-to-order products cannot be cancelled after production has started.
Cancellation requests made outside the permitted period may attract a cancellation charge.
Once an order has been dispatched, it can no longer be cancelled.
If you refuse delivery or decide to return an order after it has already been shipped for cancellation purposes, a handling charge of 30% to 50% of the order value may apply. You will also be responsible for the return shipping cost.
Any shipping costs already incurred, including standard delivery, express delivery, or shipping insurance, are non-refundable.
If you experience an issue with your order, we encourage you to contact us before opening a PayPal dispute, credit card chargeback, or other payment dispute. Our support team will do its best to resolve the matter promptly. This does not limit any rights you may have with your bank or payment provider.
Changing an Order
Changes to a standard order may be requested within 24 hours of purchase, provided the order has not entered production or fulfilment.
This may include changes to:
• Colour.
• Size.
• Delivery address.
• Phone number.
• Other order details.
Custom or made-to-order products cannot be changed once production has started.
Requests received outside the allowed time period may be subject to additional charges.
Once your order has been shipped, we are unable to make further changes.
Returning an Item
Please inspect your order after delivery and check that the correct product has arrived in good condition.
Any issue with the product should ideally be reported within 7 days of delivery.
If you would like to return an item, contact hello@hurbanehome.com within 14 days of receiving your order.
Please do not send an item back before contacting us. Our team will provide the appropriate return instructions and return authorisation.
Unless otherwise stated in this policy, return shipping costs are the responsibility of the customer.
Once your return has been approved, the item must be sent back within 7 days of receiving return authorisation.
Products may not be accepted for return if they have been:
• Used.
• Installed.
• Stained.
• Damaged after delivery.
• Returned incomplete.
This restriction does not apply where we confirm that the item was damaged during shipping or has a manufacturing defect.
Items and Charges That Are Not Returnable or Refundable
The following are generally excluded:
• Custom-made or customised products once production has begun.
• Products confirmed as final sale before production.
• Light bulbs and certain accessories.
• Bulk purchases involving three or more units of the same product.
• Delivery and shipping-related costs that have already been incurred.
Please note that minor differences in colour, measurements, finish, texture, or appearance may occur because of screen settings, manufacturing processes, natural material characteristics, product updates, or differences between production batches.
Small variations that do not materially affect the product’s appearance, installation, or functionality are not normally considered a product defect.
How to Request a Return
To begin a return, email hello@hurbanehome.com and provide:
• Your order number.
• The item you wish to return.
• The reason for your return.
Our customer care team will review your request and provide return instructions if the return is approved.
Approved returns must be shipped within 7 days.
After sending the parcel, please provide us with:
• A photo showing the item securely packed.
• A photo of the shipping label.
• The tracking number.
• A link to the carrier’s tracking page.
Once the returned item arrives at our warehouse, it will be inspected before the refund is approved.
Refund Processing
Refunds are issued after the returned item has been received and inspected by our warehouse.
Where the return is approved, we aim to process the refund within 3 business days after inspection.
The refundable amount will be based on the amount paid for the product, minus any applicable restocking fee or other authorised deduction.
Shipping-related charges that have already been incurred are not refundable. This includes standard shipping, express shipping, and shipping insurance.
After we issue your refund, estimated processing times are:
• PayPal: approximately 1 to 3 business days.
• Credit or debit card: approximately 3 to 7 business days.
Your bank or payment provider may take additional time to display the refund.
Processing times can also be affected by weekends, public holidays, and financial institutions.
Where different currencies are involved, exchange-rate movements may cause the final amount received to differ slightly from the original amount paid.
If your refund has not appeared after the expected processing period, please:
1. Check the original payment method.
2. Contact your bank, card provider, or PayPal.
3. Contact us at hello@hurbanehome.com if you still require assistance.
Tax Refunds
Sales tax may not be refundable once an order has been completed or dispatched where the tax has already been reported or remitted to the relevant U.S. tax authority.
If an order is cancelled before it ships, any eligible sales tax collected for that order will be refunded together with the order amount.
For partial cancellations, the applicable tax relating to the cancelled portion will also be refunded where appropriate.
Hurbane Home will make reasonable efforts to process applicable tax adjustments in accordance with relevant regulations.
Items Damaged During Delivery
Please inspect your order shortly after it arrives.
If your item appears to have been damaged during transport, contact hello@hurbanehome.com within 7 days of delivery.
Please provide:
• Your order number.
• Clear photographs of the damaged product.
• Photographs of the internal packaging.
• Photographs of the external packaging.
• A short description of the damage.
Please keep all original packaging until your claim has been reviewed, as it may be required for inspection by the carrier.
Our customer care team normally responds within one business day, although replies may take slightly longer during weekends and public holidays.
Please also check your spam or junk folder if you are waiting for a response.
If we confirm that the item has been damaged during shipping or has a manufacturing defect, we will first offer an appropriate replacement part or a full replacement at no additional cost.
If glass, shades, or similar components arrive damaged, replacement parts may be sent free of charge.
You may request a refund instead.
Where a physical return is required, the applicable return shipping and restocking conditions in this policy will apply.
Claims made more than 14 days after delivery can be harder to verify, especially where damage may have occurred during installation, handling, or use.
For this reason, we may not always be able to approve a replacement or refund for late claims. However, we still encourage you to contact us so our team can assess the situation.
Orders Shipped in Multiple Parcels
Depending on the product’s size, weight, quantity, or packaging requirements, an order may be shipped in more than one parcel.
This means the number of packages you receive may not always match the number of products ordered.
Different products may be shipped separately, and parcels may arrive on different days.
If only part of your order has arrived, the remaining parcel may still be in transit.
Please contact hello@hurbanehome.com with your order number, and our team can check the shipment and provide available tracking information.
We will work with you to make sure the complete order is delivered and assist if any shipping issue is identified.
Refusing Delivery
Once an order has been dispatched, we may not be able to stop or recall the shipment.
If you choose to refuse delivery, a charge of 30% to 50% of the order amount may be deducted from your refund to cover costs such as shipping, handling, storage, and processing.
Receiving the Wrong Product
Orders are prepared according to the product information and options selected when the purchase is made. This can include the product model, colour, finish, size, and design.
If you believe you have received a substantially different product from the one ordered, contact hello@hurbanehome.com within 7 days of delivery.
Please include:
• Your order number.
• Clear photographs of the item received.
• Photographs of the packaging.
• A clear image of the product label.
Minor differences may occur because of improvements to the product, production methods, natural materials, or differences between manufacturing batches.
Minor differences that do not materially change the overall appearance, installation, or function of the item are generally not considered an incorrect product.
Our team will review the information you provide and determine an appropriate resolution.
If we confirm that Hurbane Home or our fulfilment process caused the error, return shipping arrangements may be determined according to the circumstances and the warehouse receiving the return.
Return Shipping Costs
Where the return is requested for reasons attributable to the customer, the customer is responsible for arranging and paying for return shipping.
The cost will depend on the shipping carrier and service selected.
Where we confirm that an item was damaged during shipping or has a manufacturing defect, we will normally first offer replacement parts or a replacement product without additional product or shipping charges.
You may request a refund instead.
If the product must be physically returned, the relevant return shipping and restocking terms stated in this policy will apply.
Contact Hurbane Home
If you have any questions about your order, return, refund, exchange, or warranty claim, please contact our customer care team.
Hurbane Home
Email: hello@hurbanehome.com
We aim to respond within one business day.
Responses may take a little longer during weekends and public holidays.