HOOSENG RETURNS & REFUNDS
* IMPORTANT: Communications must include order number, name, phone and email. The information should match the info attached to the order.
I. 30-DAY RETURN POLICY
We fundamentally believe you will be thrilled with the products you purchase from Hooseng. That’s because we go out of our way to ensure that they’re designed and built to be just what you need. We understand, however, that sometimes a product may not be what you expected it to be. In that event, we invite you to review the following terms related to returning a product.
Return requests can only be made within 30 days of the date you've received the item. To initiate this request, please contact us so that we can facilitate the return. Please note that the policy is subject to the conditions below:
- You’ve got 30 days after delivery to send it back to us and get a full refund, minus a 20% restocking fee. You are responsible for return shipment costs.
- Only items in as-new condition can be returned. Products with scratches, stains, damages, drilling, or any other modification will not be accepted. We reserve the right not to refund a product that, in our reasonable opinion, has become of unacceptable quality due to fair wear and tear, misuse; or as a result of failure to take reasonable care of the product.
- Please return the items in the original packaging, which is designed carefully to avoid shipping damages. If you have already discarded the original packaging, you can use the best packaging material that you can find to package the item sufficiently to avoid damage in transit back to us. An additional $50 repackaging fee per item will be charged for returned items without their original packaging. We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing them over to our delivery partners.
- We are unable to accommodate returns/exchanges/refunds for the following items:
- Any item marked as 'Clearance', 'Free' or specified as on 'Final Sale'
- Any form of Display items
- Customized items
Note: We reserve the right to deduct the restocking fee from your refund when the returned item is not considered in its original packaging/condition or has already been damaged. You will be charged a minimum restocking fee of 20% of the invoice total on all furniture returns.
Please note that there is a 20% restocking fee for all returned items, and you’ll be responsible for return shipping and any associated costs. This fee is deducted from your refund.
Shipping fees, as well as additional service fees paid for Room of Choice or White Glove service, will not be refunded. You may also be charged a $50 repackaging fee per item if the item is not returned in its original packaging.
Refund will commence within 7 business days after all returned items have been sent back to our warehouse. Where possible, funds will be processed back, in the same way, they were paid to Hooseng, i.e. back to your Credit Card, PayPal, or Bank Account. For credit cards, depending on your card issuer’s policy, it may take up to 3 to 5 business days for the refund to appear on your account. However, refunds for some banks may only be reflected in your next monthly statement.
II. ORDER CHANGE OR CANCELLATION
Generally, we cannot cancel an order once it has left our manufacturer's warehouse or distribution center. Additionally, if the item(s) ordered require assembly and have already been assembled, we cannot cancel that part of an order.
- If you decide to change or cancel your order, please contact us within 24 hours to request changes or cancellation orders without incurring charges.
- If you need to cancel your order after 24 hours of ordering, but before it has shipped, you will receive a full refund, minus a 5% processing fee. After that, your shipment will be processed and any changes or cancellation from thereon will incur a 20% restocking fee.
- You don't have to pay the restocking fees if you cancel an order in transit as long as you place a new order. But need to deduct a 5% processing fee.
We are unable to accommodate order changes/cancellations/ refunds for the following items:
- Any item marked as 'Clearance', 'Free' or specified as on 'Final Sale'
- Any form of Display items
- Customized items
In the event, you wish to cancel your existing order and place a new order, kindly note that a new 'Estimated Delivery’ date will be given at the time of the new purchase.
Changes to custom made-to-order pieces
All changes to custom made-to-order upholstery pieces need to be made within 24 hours of purchase. No changes or cancellations may be requested after 24 hours as the piece has likely begun the initial stages of production. Fabric is a great example- one of the first steps of custom upholstery is to cut the fabric to reserve it for the order so fabric changes can only be made within the initial 24 hour grace period. PLEASE NOTE: For changes affected after 24 hours post-purchase, a $49 change fee will apply.
Cancellation of Orders with Discount Voucher
If you cancel any item(s) in your order with a discount voucher/coupon applied, you will be refunded only the final paid price after the applied discount – which is apportioned among the items in your order according to their respective value. The value discount will be apportioned in this manner: (Each line item’s purchase price / total order value) x discount voucher value.
Upon cancellation of item(s) in your order, the whole absolute-value of the discount voucher which was initially applied will not be re-issued or re-apportioned to the remaining item(s) in the revised order. Your remaining item(s) are still entitled to the discount value that was initially apportioned per line item before the cancellation of item(s) in your order.
The above Order Change and Cancellation Policy may not necessarily be applicable to all products. Please contact us to process this request.
III. PRICES, PAYMENT, AND TAX
All prices listed on product webpages are in US dollars before sales tax. We accept payment by Visa, MasterCard, Amex and PayPal.
IV. PRICING AND PRICE REDUCTIONS/CORRECTIONS
Hooseng reserves the right to change prices for products displayed at any time and to correct pricing errors that may inadvertently occur.
V. ORDER ACCEPTANCE/CONFIRMATION
When making an order, you must possess a valid credit or debit card and have registered an account on our website. To place an order, you should follow the given instructions. Hooseng may, in its sole discretion, refuse or cancel any order and limit order quantity.
Hooseng may also require additional qualifying information prior to accepting or processing any order. Once we receive your order, we’ll provide you with an email order confirmation. Your receipt of an order confirmation, however, does not signify Hooseng’s acceptance of your order, nor does it constitute confirmation of our offer to sell; we are simply confirming that we have received your order. Hooseng reserves the right at any time after receiving your order to accept or decline your order for any reason. If Hooseng cancels an order after you have already been billed, Hooseng will refund the billed amount.
Irrespective of any previous price you have seen or heard, once you select a product that you wish to order, you will then be shown the charges you must pay, if applicable, and any applicable delivery charges.
You must pay for the product in full when placing an order by one of the payment methods we provide on the website. In any event, we shall not be bound to accept the order before we have received the funds in full.
You undertake that all details you provide to us for the purpose of purchasing the product from us will be correct, that the credit or debit card, or account or other payment methods which you use is your own and that there are sufficient funds or credit facilities to cover the cost of the product. We reserve the right to obtain validation of your payment details before providing you with the product.
When you submit an order to the website, you agree that you do so subject to these terms and conditions current at the date you submit your order. You are responsible for reviewing the latest terms and conditions each time you submit your order.
Please view the Delivery page to learn about how and when you will receive the products you purchased from Hooseng. Since the actual delivery of your order can be impacted by many events beyond Hooseng’s control once it leaves our facilities, Hooseng cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery.
Once your order has been handed over to the carrier for delivery, you will receive a shipment notification with a delivery date. You can track your order status on our website.
VII. OUR PRODUCT INFORMATION
We endeavor to ensure that all the products on our website are accurately described, and we rely on information provided to us by our suppliers. Unfortunately, on some occasions, it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order.
In some cases, the products we offer for sale are hand-made or made from natural or organic materials, and there may be small variations between the product image(s) and the product you receive. This will always be stated on the individual product listing.
We endeavor to ensure that all colors are displayed accurately, but you should be aware that colors may appear slightly differently on different displays and screens. The shade of color from screen to screen is not a fault or error.
We aim to update our website regularly and may change the content at any time. If the need arises, we may suspend access to our website, or close it indefinitely. We will use reasonable endeavors to ensure our website contains accurate information and content, however, we reserve the right to update our website as soon as an inaccuracy or error is brought to our attention.
VIII. CONDITIONS FOR THE REDEMPTION OF PROMOTIONAL VOUCHERS
From time to time we may release promotional vouchers that may be used on the website. Promotional vouchers can only be redeemed on the website in accordance with the special terms and conditions stated on them.
Promotional vouchers are valid for the specified period stated on them only, can only be redeemed once and cannot be used in conjunction with other offers (including, for the avoidance of doubt, sales, promotions and other vouchers). Individual brands may be excluded from voucher promotions.
The credit of a promotional voucher cannot be used to pay for products from third parties.
If you place an order for a product less than the value of the promotional voucher, no refund or residual credit will be returned to you.
The credit of a promotional voucher does not accrue interest nor does it have a cash value.
If the credit of a promotional voucher is insufficient for the order you wish to make, you may make up the difference through payment by other means (but not by using another promotional voucher or attempting to rely on any other offer). Please note that only one promotional voucher can be used per order.
Promotional vouchers are applied to the invoice as a whole. Accordingly, in circumstances where multiple products are purchased using a gift voucher, and one or more items are returned, the discount is applied on a pro-rata basis to each item for the purpose of establishing refund values.
IX. 30-DAY PRICE PROTECTION POLICY
Should an item within your order go on sale, Hooseng offers a 30-Day price protection policy from the date of purchase. Please note that this excludes limited-time price reductions, such as those that occur during special sales events. Additionally, this policy does not apply to any bundle sales or in conjunction with ongoing promotions.
You will have to email us at email@example.com with your sales order number within 30 days from the date of purchase. Once verified, store vouchers will be issued in the form of a discount code for the value of the difference between the price you were charged and the current selling price.
Cash refunds are not available under this policy. If you choose to cancel your order to re-order under a new promotion, we will be unable to transfer your allocated stock. A new order means a new allocation, which may push back your delivery date.