Returns Refunds and Cancellations

Last updated 11 September 2026

Overview

Every hoWme product is selected, designed or handcrafted with care. This policy explains when an order may be cancelled and the limited circumstances in which a replacement or refund is available.

Order cancellation

An order may be cancelled only before it has been dispatched. Once an order has been dispatched, it cannot be cancelled.

To request cancellation, contact us promptly at info.howme@gmail.com, call 7508111777 or WhatsApp 9830014001 and provide your order number. A cancellation request is effective only after hoWme confirms that the order had not been dispatched and that the cancellation has been accepted.

Where payment has already been received for an approved cancellation, the refund will be initiated within seven working days after the refund is confirmed. The time taken for the amount to appear in the customer's account may additionally depend on the bank or payment provider.

Returns and exchanges

Returns or exchanges are accepted only when:

a product different from the product ordered has been delivered; or
the product is received damaged and the damage is established through the required unpacking video.

Returns, exchanges or refunds are not available for change of mind, dislike, suitability, minor colour differences caused by screens or lighting, or natural variations that are inherent in handcrafted products. Customised and personalised products cannot be returned or exchanged except when the wrong product is delivered or the product is received damaged.

Reporting a wrong or damaged product

The customer must report the issue within seven calendar days from the date of delivery. The claim must include:

the order number and customer contact details;
a clear description of the issue;
clear photographs of the product, external packaging and shipping label; and
a continuous unpacking video showing the package and the condition of the product when first opened.
The unpacking video is mandatory for a transit-damage claim. Claims received after seven calendar days, or transit-damage claims without an unpacking video, may not be accepted unless applicable law requires otherwise.

Resolution of an approved claim

After reviewing the evidence, hoWme will confirm whether the claim has been approved. For an approved claim, the damaged or incorrect product will either be replaced or the eligible amount will be refunded. The available resolution may depend on product availability and will be communicated to the customer.

If a return is required, hoWme will provide the return instructions. The product must be returned with its original packaging and all accompanying parts or accessories. Customers should not send any product back without receiving return instructions.

For an approved claim, hoWme will bear the reasonable return shipping cost or arrange collection, as applicable.

Refunds

Approved refunds will be initiated within seven working days after refund confirmation. Unless otherwise agreed or required by law, the refund will be made to the original payment method. For Cash on Delivery orders, the customer may be asked to provide suitable bank or payment details securely for the refund.

Shipping or other charges will be refunded only where they form part of the approved claim or where required by applicable law.