If something arrives damaged, faulty or simply is not what you ordered, we will put it right. This page explains what qualifies, what we need from you, and what happens next.
At a glance
- Return window — 7 days from delivery, for an eligible claim: transit damage, a manufacturing defect, a wrong item or missing parts.
- Transit damage must be reported within 24 hours of delivery.
- Change-of-mind returns are not accepted.
- On an eligible claim, HomeCrest bears the return and collection cost. No restocking fee and no deduction.
- Approved refunds are released within 5–7 working days, to the original payment method.
Everything below sets out what qualifies, what we need from you, and what happens next.
What we will always put right
Damaged in transit
The piece arrives broken, cracked, dented, scratched or with damaged packaging that has affected the item. Report transit damage within 24 hours of delivery.
Manufacturing defect
A fault in how the piece was made — a failed joint, a structural weakness, a hardware fault, a finish applied badly.
Wrong item
You received a different product, a different finish, a different size or a different variant to the one you ordered.
Missing parts
A component, fitting or fixing pack is missing from a delivery.
Reporting transit damage
Please unwrap and inspect your order while the delivery team is still with you, note any visible damage on the delivery document before signing, and photograph it — the full procedure is set out in Shipping & Delivery.
Where damage or a shortage is only discovered after the delivery team has left, it must be reported to us within 24 hours of delivery, with photographs. Reporting promptly is what allows us to raise the claim with our logistics partners and resolve it for you.
What is not a defect
Solid wood is a natural material and behaves like one. The following are characteristics of the material, not faults, and are not grounds for return:
- Variation in grain, colour, figure or knots between pieces, or against a photograph
- Slight tonal difference between the delivered finish and your screen
- Small dimensional variation within normal manufacturing tolerance
- Seasonal movement of wood with humidity and temperature
- Natural variation in cane, rattan or fabric weave
- Wear from normal use after delivery
- Damage caused by misuse, overloading, moisture, or self-assembly not carried out to the instructions
Reasonable grain variation, knots, tonal variation and normal movement of the material are properties of genuine solid wood and are not treated as manufacturing defects.
Customised and made-to-order furniture
Pieces made or modified to your specification cannot be returned for change of mind, because they cannot be resold. They remain fully covered if they arrive damaged, defective, or not built to the specification you approved. See Customisation.
How to raise a return
- Contact us with your order number and tell us what is wrong.
- Send photographs or a short video. Clear, well-lit images of the damage or fault, plus a wide shot of the whole piece and, if you still have it, the packaging. Photographs are what let us resolve most cases without a visit.
- Keep the original packaging until the case is closed. It is often needed for a collection.
- We assess the case from your evidence, and arrange an inspection where one is needed.
- We confirm the outcome — repair, replacement part, replacement piece, or refund — and arrange collection where the item has to come back.
Please do not attempt a repair yourself, and do not have a third party repair it, before speaking to us. Unauthorised repair work makes it much harder to establish what went wrong, and affects your warranty.
Collection
Where an item has to come back, we arrange the collection. Please do not book your own courier. The piece should be ready, and where practical in its original packaging.
Resolution
Depending on the fault, we will offer a replacement part or component, a repair, a replacement of the whole piece, or a refund. For a minor issue that can be fully corrected in your home, a repair is usually the fastest outcome for you.
Refunds
- Refunds are issued to the original payment method. We cannot refund to a different card or account.
- A refund is issued once the returned item has been received and inspected, or once we have accepted the claim from your evidence.
- Approved refunds are released within 5–7 working days.
- Once we release a refund, the time it takes to reach you also depends on your bank or payment provider.
We do not offer cash on delivery, so every refund returns to the payment method used at checkout.
Return charges and change of mind
Where the item is damaged, defective or incorrect, you do not pay to return it. HomeCrest arranges and bears the cost of collection, and no restocking fee or other deduction is applied to an eligible claim.
We do not accept change-of-mind returns. Returns are available only for the eligible situations set out above. If you are unsure whether a piece is right for your space, please ask us before you order — we would rather answer a question than process a return.
Your statutory rights
Nothing in this policy limits your rights under applicable Indian consumer law, including the Consumer Protection Act, 2019.
Something arrived wrong?
Send us your order number and a few photographs. The clearer the images, the faster we can resolve it — most cases are settled without anything having to be collected.