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Support Line:
+971 4 3285885
Email Enquiries:
support@shophm.ae
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RETURN POLICY


HOME MATTERS RETURN POLICY

ALL RETURN AND REFUND REQUESTS WILL BE REVIEWED IN LINE WITH OUR RETURN POLICY OUTLINED HEREBY.

We hope you are fully satisfied with your purchase from Home Matters, nevertheless we entirely understand that from time to time you may want to return an item back to us.

Please make sure to contact us within 7 calendar days upon receipt of your order on +971 4 3285885 or via email at support@shophm.ae  to initiate the return process. (essentially have your order number handy beforehand.) 

> If you changed your mind and want to return an item back to us, we will reimburse the full value of the returned item(s) less our standard delivery cost in a form of Home Matters Store Credit valid for one year.

> On the unlikely occasion of receiving a faulty item (notifications to be placed within 48 hours), we are happy to take care of the return shipping costs and offer our customers a replacement for the same item, a store credit and/or full return of funds, including the delivery charge if such was incurred. *Please see the “IF YOU RECEIVED FAULTY/DAMAGED OR INCOMPLETE ORDER” part of this policy.

Pickup service for the items on any return occasion will be arranged from our end.  
Refunds are made to the original mode of payment (i.e. the card that was used to make a purchase) only and should normally appear on your statement within 30 calendar days after processing.


ITEMS NOT ELIGIBLE FOR RETURN:

Items from the below list cannot be accepted for return/refund unless faulty:

>  Item’s made to order or to your request

>  Vintage, unique and One-off items

>  Mirrors & Glassware
>  Home fragrances & toiletries
>  Gift Cards
>  Sale and Clearance items


*Return requests for non-eligible items may be reviewed at sole discretion of Home Matters.

*Extra heavy items may incur additional shipping cost deductions from the refunded amount.


CONDITIONS OF RETURN

All items should be returned in perfect, unused, re-salable condition with all of the original tags, labels, accessories and parts in place.
Each item must be in its original, undamaged packaging.

If you have unpacked the order, kindly ensure to securely re-pack the items you wish to return for adequate protection in return transit.

Please send all items you wish to return from an order in the same shipment to ensure your return is processed smoothly.

We reserve the right to refuse a return and/or deduct a certain amount from the value of an item received in - unsalable condition, used, soiled, damaged or missing parts, packaging and/or not in the same perfect condition it was sent in.


HOW TO RETURN:

Here is what you need to do to initiate the return process:

1.  Send us an e-mail  on support@shophm.ae with the following essential  information:

>  Order number
>  Product code (sku) number and name
>  Reason for return (please be descriptive and specify if you are returning a “faulty” item)
>  Address where the items should be picked up from
>  Your contact details (tel number we can reach you on)

 2.  Or give us a call on +971 4 3285885 having all of the above details handy.
     *Order information is available through your online store account, in the confirmation email 
      received upon purchase and in a slip delivered with your package.

 AMENDING / CANCELING YOUR ORDER

Unfortunately in most circumstances it is not possible to amend or add an item to your order once it’s been placed in the system.
If you forgot to add something to your cart, we suggest placing a new order for those items.

You can still give us a call to unify the orders placed separately in a short span of time to take advantage of the Free UAE delivery on orders above AED 250.
We will be happy to consolidate your orders into a single delivery if that is still possible at the time of your request.

Cancellations are not possible once the order is placed and you will need to return rather than cancel your order by following our Return Policy and procedures.


IF YOU RECEIVED FAULTY/ DAMAGED OR INCOMPLETE ORDER:

We carefully inspect every item for faults prior to dispatching orders to our customers. On the occasion of receiving your order incomplete and/or in a faulty/damaged condition, please contact our customer service immediately on +971 4 3285885 or via email on support@shophm.ae  so we can look into it at the soonest.

Orders delivered damaged, faulty and/or incomplete should be registered with us within 48 hours upon receipt to be eligible for replacement, refund or where possible a repair.

Items are classified as “faulty” if they are damaged upon receipt or if a manufacturing fault is detected. Items that are damaged as a result of wear and tear, improper handling and/or accidental damage by the customer are not considered to be faulty.

Home Matters will arrange a pickup of faulty item(s) from the customer and cover the cost of the return delivery.

If we are unable to replace a faulty item(s), a refund will be arranged to the original mode of payment (e.g. the card you have paid with for your order) and funds should normally appear on your statement within 30 calendar days after processing.

You can also opt for Home Matters Store Credit that can be utilised on your future purchases.


IMPORTANT INFORMATION

If you have multiple items in your order, please bear in mind that different products may be sent from various locations and/or have different delivery dates and so may arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us at the earliest so that we can start resolving this as soon as possible.

Upon receipt of your order, kindly take time to check the items for any faults. Should you discover any item(s) in your order not in perfect condition please contact our customer service immediately to initiate the return/exchange process.

FINISH VARIATIONS:

Natural Materials:
Many items made from wood, stone, leather or any other natural material may have pattern variations and slight imperfections. Nature is unique and never duplicates, making no two pieces exactly alike. Please consider this as a unique feature and not a fault.

Hand Made Products:
Please keep in mind when purchasing hand made products that they may slightly vary in colour, sizes and shape. This is part of the value of the handmade items and should not be considered as a fault.

Colour Variation:
Different monitors display colours in different ways, therefore the colours of the items on the website may appear slightly different than in real life.