Refund policy

Refunds, Return and Exchange Policy

Last updated: 23 July 2026

At The Home Peck, we understand that finding the perfect piece for your home is important. This policy outlines the conditions for returns and refunds, distinguishing between standard and custom-made orders.

1. Our 3-Day Return Policy for Standard Items

If you change your mind, we accept returns for items from our standard collection within 3 days of delivery. To be eligible for a return, the item must be:

• Unopened and in its original sealed packaging, with all tags, labels, and parts intact.
• Unused, without any signs of wear, assembly, or installation.
• Accompanied by a valid proof of purchase (e.g., order confirmation email or receipt).

This 3-day window applies to change-of-mind returns. If your item arrives damaged or defective, a separate process applies — please see Section 5.

2. Items Not Eligible for Return, Refund or Exchange

For the protection of our customers and the integrity of our products, the following items are not eligible for a return, exchange, or refund:

• Custom-Made or Personalized Orders: These items are created specifically for you and cannot be resold. All sales of custom-made products are final.
• Assembled or Installed Products: Once an item has been assembled or installed, it is considered used and cannot be returned unless it is found to be defective upon installation.
• Products damaged by misuse, neglect, or showing signs of wear and tear.
• Marble/Natural Stone Products, Sofas, Poufs and Fabric Items are made on order and are not refundable.

3. Process for Returns, Refunds or Cancellations

To request a return, refund or order cancellation, please contact The Home Peck:

• WhatsApp (Preferred): Message us on +971 58 975 5302 with your order number, the item concerned, and the reason. This is the fastest way to reach our team.
• Email: Alternatively, write to support@homepeck.com with the same details.
• Get Authorization: Our team will review your request and, if approved, confirm the next steps. Please do not return any item without prior authorization.
• Return Pickup: Once your return is authorized, The Home Peck will arrange collection from your address at no cost to you. Please ensure the item is securely packaged and ready for pickup.

Please get in touch within the 3-day return period.

Please note: Custom-made and made-to-order products — including marble and natural stone products, sofas, poufs and fabric items — are not eligible for return, refund or exchange. Please see Section 2.

4. Refunds & Store Credit

Upon receiving your returned item, our team will inspect it for compliance with this policy.

• If the return is approved, we will issue a refund for the item's cost to your original payment method. Please allow 10–45 working days for the refund to be processed and appear in your account.
• Original shipping fees (if any) are non-refundable.

5. Damaged or Defective Products

The Home Peck carefully inspects all items before shipping. In the rare event that you receive a damaged or defective product, please follow this process:

• Report Immediately: You must report the damage to us within 24 hours of delivery. Message us on WhatsApp at +971 58 975 5302 or email support@homepeck.com with your order number and clear photos of the damage.
• Resolution:
• For standard items, we will arrange a replacement at no cost to you.
• For custom-made items, we will prioritize a professional repair or replacement to ensure the product meets your specifications. Refunds are not available for defective custom orders.

6. Contact Us

If you have any questions about this policy or need assistance with a return, refund or exchange, please contact our team.

The Home Peck — Refunds, Return and Exchange Policy. Please retain this notice for your records.