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At HOUSALY, we want you to feel confident about every purchase. Most eligible standard products may be returned within 30 days of delivery, subject to the conditions outlined below. Certain products, including made-to-order, personalized, clearance, or specifically marked non-returnable items, may not be eligible for return. If your item arrives damaged, defective, incorrect, or incomplete, please report the issue as soon as possible after delivery so that we can review the situation and provide an appropriate solution.
Most eligible standard products may be returned within 30 days of delivery, provided they meet the return conditions stated in this policy. Returned products must generally be unused, in their original condition, and include the original packaging, accessories, parts, and documentation.
For most eligible standard products, you have 30 days from the date of delivery to request a return. Return requests submitted after the applicable return period may not be accepted.
To qualify for a return, the item should:
• Be unused and in its original condition
• Include the original packaging
• Include all accessories, parts, and documentation
• Show no signs of assembly, installation, alteration, misuse, or customer‑caused damage
• Be accompanied by valid proof of purchase
Products that do not meet these conditions may not be eligible for return.
The following item categories cannot be returned:
• Clearance items
• Made‑to‑order or personalized items
• Items bundled at discounted rates, unless the entire bundle is returned
• Items marked as “Non‑Returnable”
• Items that have been assembled, installed, altered, modified, or used
• Items damaged due to improper handling, misuse, incorrect installation, or improper storage
• Items returned after the applicable 30‑day return period
Made-to-order, personalized, customized, or specially manufactured products are generally not eligible for return or exchange for non-quality-related reasons. If a customized product arrives damaged, defective, incorrect, or materially different from the specifications confirmed before production, the issue will be reviewed and an appropriate solution may be provided.
Please inspect your item as soon as possible after delivery. If your item arrives damaged, defective, or with another product issue, please report it promptly and provide your order number, a description of the issue, clear photos or videos of the product, and photos of the outer packaging and shipping label where applicable. Depending on the circumstances, available solutions may include replacement parts, repair, replacement, partial refund, full refund, or another appropriate solution.
If the item you receive is different from the product you ordered, please report the issue as soon as possible. Please keep the item and its original packaging and provide your order information together with clear photos of the product received. After reviewing the information, we will provide an appropriate solution.
Please check the packaging carefully, as smaller parts or accessories may sometimes be packed separately or secured inside the furniture for transportation. If any parts are still missing, please report the issue and provide your order number, details of the missing parts, and photos of the item and packaging where helpful. Replacement parts may be arranged where appropriate.
If the return is caused by a confirmed product defect, shipping damage, incorrect item, or an error on our part, HOUSALY will provide an appropriate solution based on the circumstances. For returns due to a change of mind, personal preference, ordering the wrong item, or other non-quality-related reasons, the customer is generally responsible for return shipping costs and related logistics charges.
Once the returned item has been received and inspected, we will notify you of the refund status. Approved refunds will generally be issued to the original payment method. Depending on your payment provider, it may take additional time for the refund to appear in your account.
Once a refund has been approved, please allow up to 14 business days for processing. The actual time required for the refund to appear in your account may vary depending on your bank or payment provider.
Original shipping fees, customs duties, import taxes, installation charges, handling fees, and other service-related charges may be non-refundable unless otherwise required by applicable law. If the return is caused by a confirmed product defect, shipping damage, incorrect item, or an error on our part, the applicable costs will be reviewed based on the circumstances.
If you wish to cancel an order, please submit your cancellation request as soon as possible. If the order has already entered production, customization, packaging, or shipment, cancellation may no longer be possible.
Made-to-order or customized products may not be cancellable once production has begun. Depending on the production stage, additional cancellation charges may apply.