*Attention:Communications must include order number, name, phone and email. The information should match the info attached to the order.

 

I. 30-Days Return

Return requests can only be made within 30 days of the date you've received the item. To initiate this request, please contact us so that we can facilitate the return. Please note that the policy is subject to the conditions below:

1. You’ve got 30 days after delivery to send it back to us and get a full refund, minus a 60% restocking fee. You are responsible for return shipment costs.
2. Only items in as-new condition can be returned. Products with scratches, stains, damages, drilling, or any other modification will not be accepted. We reserve the right not to refund a product that, in our reasonable opinion, has become of unacceptable quality due to fair wear and tear, misuse; or as a result of failure to take reasonable care of the product.
3. Please return the items in the original packaging, which is designed carefully to avoid shipping damages. If you have already discarded the original packaging, you can use the best packaging material that you can find to package the item sufficiently to avoid damage in transit back to us. An additional $50 repackaging fee per item will be charged for returned items without their original packaging. We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing them over to our delivery partners.
4. We are unable to accommodate returns/exchanges/refunds for the following items:

• Any item marked as 'Clearance', 'Free' or specified as on 'Final Sale'
• Any form of Display items
• Customized items

Note: We reserve the right to deduct the restocking fee from your refund when the returned item is not considered in its original packaging/condition or has already been damaged. You will be charged a minimum restocking fee of 60% of the invoice total on all furniture returns.

II. Refund Policy

Please note that there is a 60% restocking fee for all returned items, and you’ll be responsible for return shipping and any associated costs. This fee is deducted from your refund.

Shipping fees, as well as additional service fees paid for Room of Choice or White Glove service, will not be refunded. You may also be charged a $50 repackaging fee per item if the item is not returned in its original packaging.

Refund will commence within 7 business days after all returned items have been sent back to our warehouse. Where possible, funds will be processed back, in the same way, they were paid to Hooseng, i.e. back to your Credit Card, PayPal, or Bank Account. For credit cards, depending on your card issuer’s policy, it may take up to 3 to 5 business days for the refund to appear on your account. However, refunds for some banks may only be reflected in your next monthly statement.

III. Order Change or Cancellation

Generally, we cannot cancel an order once it has left our warehouse or distribution center. Additionally, if the item(s) ordered require assembly and have already been assembled, we cannot cancel that part of an order.

• You will receive a reminder in advance that your order is ready to be processed, and you will have 48 hours to request changes or cancellation without incurring charges. After that, your order will be processed and any changes or cancellation from thereon will incur a 5% processing fee and deduct the shipping fee.
• Please contact us at support@hooseng.com to modify your order or cancel your order. We will process and confirm with you within 48 hours.

We are unable to accommodate order changes/cancellations/ refunds for the following items:

• Any item marked as 'Clearance', 'Free' or specified as on 'Final Sale'
• Any form of Display items
• Customized items

In the event, you wish to cancel your existing order and place a new order, kindly note that a new 'Estimated Delivery’ date will be given at the time of the new purchase.

Changes to custom made-to-order pieces
All changes to custom made-to-order upholstery pieces need to be made within 24 hours of purchase. No changes or cancellations may be requested after 24 hours as the piece has likely begun the initial stages of production. Fabric is a great example- one of the first steps of custom upholstery is to cut the fabric to reserve it for the order so fabric changes can only be made within the initial 24 hour grace period.

PLEASE NOTE: For changes affected after 24 hours post-purchase, a $49 change fee will apply.

Cancellation of Orders with Discount Voucher
If you cancel any item(s) in your order with a discount voucher/coupon applied, you will be refunded only the final paid price after the applied discount – which is apportioned among the items in your order according to their respective value. The value discount will be apportioned in this manner: (Each line item’s purchase price / total order value) x discount voucher value.

Upon cancellation of item(s) in your order, the whole absolute-value of the discount voucher which was initially applied will not be re-issued or re-apportioned to the remaining item(s) in the revised order. Your remaining item(s) are still entitled to the discount value that was initially apportioned per line item before the cancellation of item(s) in your order.

The above Order Change and Cancellation Policy may not necessarily be applicable to all products. Please contact us to process this request.