Refund & Return Policy

1. Overview

At Complete Home Solution, we want you to be completely satisfied with your purchase. If you're not happy with your furniture, we offer a straightforward return and refund process. Please read this policy carefully before making a purchase.

2. Return Eligibility

2.1 Standard Returns

You may return most items within 30 days of delivery for a full refund, subject to the following conditions:

• Item must be in original condition and unused
• Original packaging must be intact
• All accessories, manuals, and parts must be included
• Proof of purchase (order number or receipt) is required

2.2 Non-Returnable Items

The following items cannot be returned:

• Custom-made or personalized furniture
• Items marked as "Final Sale" or "Clearance"
• Mattresses and bedding products (hygiene reasons)
• Items damaged due to customer misuse or negligence
• Assembled furniture that has been modified

3. Return Process

3.1 How to Initiate a Return

1. Log into your account and go to Order History
2. Select the order containing the item you wish to return
3. Click "Request Return" and follow the prompts
4. Provide reason for return and upload photos if applicable
5. Wait for return authorization (typically 1-2 business days)

3.2 Return Shipping

• Customer responsibility: Return shipping costs are the customer's responsibility unless the item is defective or incorrect
• Pickup service: We offer a pickup service for large items (fees apply)
• Packaging: Items must be securely packaged to prevent damage during transit
• Insurance: We recommend insuring high-value returns

4. Refund Process

4.1 Refund Timeline

4.2 Refund Method

Refunds will be issued to the original payment method:

• Credit/Debit cards: Refund to original card (5-10 business days to appear)
• Store credit: Available immediately for future purchases
• Membership fees: Non-refundable except as required by law

5. Damaged or Defective Items

5.1 Reporting Damage

If your item arrives damaged or defective:

1. Report within 48 hours of delivery
2. Take clear photos of the damage and packaging
3. Contact customer service at support@completehomesolution.com
4. Do not dispose of the item or packaging until instructed

5.2 Resolution Options

For damaged/defective items, we offer:

• Full refund including return shipping
• Free replacement with same or equivalent item
• Partial refund for minor cosmetic issues (with customer consent)
• Repair service for items that can be fixed

6. Incorrect Items

If you receive the wrong item:

• Report within 7 days of delivery
• We will arrange free return shipping
• Correct item will be shipped at no additional cost
• Optional refund if replacement is not desired

7. Order Cancellation

7.1 Before Shipment

Orders can be cancelled before shipment for a full refund:

• Log into your account and select the order
• Click "Cancel Order" if the option is available
• Or contact customer service for assistance

7.2 After Shipment

Once an order has shipped, cancellation is not possible. You may refuse delivery or return the item following our standard return process.

8. Membership Cancellations

Membership subscriptions can be cancelled at any time:

• Cancellation takes effect at the end of the current billing period
• Membership benefits continue until the end of the paid period
• Membership fees are non-refundable except as required by law
• To cancel, go to Account > Membership

9. Restocking Fees

A restocking fee may apply in the following situations:

• Returns without original packaging: 10% fee
• Items requiring extensive repackaging: 15% fee
• Returns initiated after 30 days (if accepted): 20% fee

10. Warranty Information

All furniture comes with a standard manufacturer warranty:

• Structural defects: 12 months from delivery
• Upholstery and finishes: 6 months from delivery
• Hardware and mechanisms: 12 months from delivery

Warranty claims do not fall under standard returns. Please contact us for warranty service.

11. Contact Us

For return-related questions or assistance:

• Email: returns@completehomesolution.com
• Hours: Monday-Friday, 9 AM - 5 PM AEST
• Response time: Within 24 business hours