At Onlywhenhome, your satisfaction is our priority. If your purchase isn't quite right, we are here to help. Please review our policy below for a smooth return process.

You have 30 days from the date of delivery (as confirmed by the carrier) to initiate a return.

• Change of Mind: For returns not related to quality issues, customers are responsible for shipping costs plus a 10% restocking fee.
• After 30 Days: We cannot accept returns or exchanges once the 30-day window has passed.

Eligibility Criteria

To qualify for a full refund, items must meet the following conditions:

• Condition: Brand-new, unused, and unassembled.
• Completeness: No signs of wear; all parts and components must be intact.
• Original Packaging: Items must be returned in their original packaging with all tags attached.

Important Notes

• Per-Item Basis: The 30-day limit applies to each individual item based on its specific delivery date, not the date of the entire order.
• Process: To start a return, please contact our support team with your order number and photos of the item in its original packaging.

The following items cannot be returned or exchanged:

• Clearance & Final Sale: Any items marked "Non-Returnable" on the product page.
• Customized Orders: Items tailored to your specific requirements.
• Personal Care: Opened bedding or linens.
• Missing Packaging: Items without their original packaging or with severely damaged boxes.

Note: Unauthorized returns (items sent back without prior approval) will be rejected and are not eligible for a refund.

Before You Start Your Return

To ensure your refund is processed quickly, please follow these steps:

1. Keep All Materials: Retain all original boxes, internal wrapping, and padding.
2. Document the Condition: We require clear photos to verify eligibility. Please provide:One full-view photo of the product.One photo of the outer box.One photo of the internal packaging.
3. Pack with Care: Re-package the item exactly as you received it. For large furniture, you are responsible for securing the item on a pallet if required by the carrier.

Non-Refundable Fees

Please note that specialized shipping services are non-refundable. This includes:

• Doorway drop-off
• Room-of-choice delivery
• White Glove service

For returns not related to a product defect or quality issue (e.g., "change of mind"), the following costs will be deducted from your total refund:

• Restocking Fee: A fee equal to 10% of the purchase price.
• Shipping Fee: The actual cost of return shipping.

We take great care in packaging our products, but we recommend a thorough inspection immediately upon delivery.

What to Do If There’s an Issue

If you receive an item that is damaged, incorrect, or has missing parts, please follow these steps:

• Note the Damage: If the outer packaging is visibly damaged upon arrival, please note this clearly on the delivery acknowledgment receipt.
• Report Within 24 Hours: You must submit your claim and supporting photos within 24 hours of delivery.
• Contact Us: Email our support team at service@onlywhenhome.com with the following documentation to expedite your resolution:Photos of the damaged product.Photos of the internal packaging.Photos of the exterior labels on the box.

Important Policy Note

Handyman Services: Onlywhenhome will not reimburse costs for unauthorized third-party repairs or handyman services. Please contact us before arranging any external repairs.

Damaged Items (Shipping)

"Damaged items" refer specifically to products harmed during transit. To ensure a successful claim:

• Report Fast: Claims must be submitted to service@onlywhenhome.com within 24 hours of receipt.
• Keep Everything: Do not discard the damaged item or any original packaging, as these are required for inspection and carrier verification.

Undeliverable or Refused Packages

Please ensure your shipping information is accurate. You will be responsible for any additional handling, storage, or reshipment fees if a delivery fails due to:

• Refusal of Delivery: Declining a shipment without prior authorization.
• Incorrect Address: Providing an inaccurate or incomplete shipping destination.
• Missed Delivery: Failure to be present for a delivery that requires a signature or appointment.

Note: In the event of a cancellation due to an undeliverable package, original and return shipping costs will be deducted from your refund.

To start a return or exchange, email service@onlywhenhome.com within your 30-day window. Please include your order number and clear photos of the product and packaging.

• RMA Requirement: All returns must have a Return Merchandise Authorization (RMA).
• Authorized Address: Do not ship items to the address on your original box or our website. We will provide the correct return address and a shipping sticker via email once approved.
• Unauthorized Returns: Items sent back without an RMA will not be accepted or refunded.

Packaging & Shipping

• Original Packaging: Ensure all parts and protective materials are included.
• Tracking: Use a trackable shipping method. You must provide us with the tracking number and carrier name. We cannot process refunds for untraceable shipments.

Refund Process

• Inspection: Once we receive your item, please allow 3–5 business days for inspection and processing.
• Payment Method: Refunds are issued to your original payment method. For credit cards, it may take one full billing cycle to appear on your statement.

Important: Avoid Chargebacks

If you have questions about your refund status, please contact us directly. Please refrain from initiating a chargeback with your bank during the return process, as this creates significant administrative delays. We are committed to resolving your concerns quickly and fairly.