Refund policy
RETURN POLICY
We have a 14-day return notification policy, which means you have 14 days after receiving your item to request a return. Once your return request has been approved, you will have 30 days from your original delivery date to ship the item back. Items not shipped within this window will not be accepted.
To be eligible for a return, your item must be in its original, unused condition and packaged adequately to protect it during return transit (see Packaging Requirements below). The customer is responsible for return shipping and all associated shipping charges, and a 15% restocking fee will be applied to all eligible returns. Please note that a refund will not be issued for returns damaged during return shipment due to inadequate packaging.
To start a return, contact us at support@haldehome.com. If your return is accepted, we will send you return instructions including a Return Authorization Number (RA number) that must accompany your shipment. Items sent back without a valid RA number will not be accepted. Please be aware that your return authorization will expire 30 days from the date of issue, so items should be shipped back as promptly as possible.
You can always contact us for any return question at support@haldehome.com.
Damages and Issues
Items Damaged in Transit
Please inspect your order at the time of delivery, prior to accepting the shipment from the carrier. You have the option to refuse delivery of any item that shows visible damage — if you do so, please note the damage on the delivery receipt in the presence of the driver and contact us immediately at support@haldehome.com.
If you accept delivery and discover damage after the driver has left, you must contact us within 2 business days of delivery. Please do not move the product from its original location and do not ship it back, as the carrier may need to perform a claim inspection. To initiate a claim, you will need to provide: (1) a brief description of the damage; (2) photos clearly depicting the damage to the product; and (3) photos of the packaging, even if the packaging appears intact. Failure to notify us within 2 business days, or failure to provide the required documentation, will result in denial of your claim.
Defective Items or Wrong Item Received
If you receive an item that is defective or that differs from what you ordered, you must contact us within 14 days of delivery at support@haldehome.com. To initiate a claim, you will need to provide: (1) a brief description of the defect or discrepancy; and (2) photos clearly depicting the issue. Failure to notify us within 14 days or failure to provide the required documentation will result in denial of your claim.
Once your claim is reviewed, we will determine whether a return is required. If a return is required, you will receive a Return Number by email along with return instructions. The Return Number will expire 30 days from the date of issue, and items should be returned promptly upon receipt. Return shipping for confirmed defective or incorrectly shipped items will be coordinated through our fulfillment partner at no cost to you.
Upon resolution, you may request a replacement or a full refund to your original payment method. Replacements require a new order to be placed, with a full credit applied. If no replacement is requested, a full credit will be issued. If a return is required, your refund will be processed after the returned item has been received by our fulfillment partner.
Warranty Claims
If you believe your product has a manufacturing defect covered under the applicable manufacturer's warranty, please contact us at support@haldehome.com within the warranty period rather than initiating a standard return. Warranty claims are processed separately from general returns and are not subject to the 14-day notification window or the 15% restocking fee. Please refer to the Limited Warranty section of our Terms of Service for full details on coverage, exclusions, and the claim process.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Restocking Fee: A 15% restocking fee will be deducted from the refund amount on all approved general returns. This fee does not apply to returns of defective, damaged, or incorrectly shipped items, provided the claim is timely submitted in accordance with the applicable policy above.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Once your returned item has been received and inspected by our fulfillment partner, we will notify you of the refund determination. Your right to a refund vests upon confirmation that the returned item satisfies our return eligibility requirements. If approved, your refund will be processed to your original payment method within 7 business days of that confirmation. Please allow additional time for your bank or credit card company to post the refund to your account. Note that refunds are issued to the original payment method only, no check refunds will be issued.
If more than 15 business days have passed since we confirmed approval of your return and you have not received your refund, please contact us at support@haldehome.com.
Packaging Requirements
All returned items must be packaged in a manner sufficient to protect the item during return transit. Items must be returned in original or equivalent packaging — meaning packaging that provides comparable protection to the original, including adequate padding, wrapping, and structural support to prevent movement, shifting, or impact damage during shipment. Halde will not issue a refund for any item damaged during return shipping due to inadequate packaging. If you are unsure how to properly package your item for return, please contact us at support@haldehome.com before shipping.