Refund policy

Returns & Exchanges Policy

At Hemma Home, all sales are final for change of mind. We do not offer returns, exchanges, store credit, or refunds if you change your mind, choose the wrong item, order the wrong size, prefer a different colour, or no longer want the product, except where required by applicable consumer law.

Product Information, Colours & Measurements

We make every effort to display our products as accurately as possible. However, product images, photographs, lifestyle images, lighting, screen settings, texture, shadows, and editing may affect how colours, finishes, materials, scale, and details appear.

Minor variations in colour, tone, texture, pattern, finish, size, weight, or dimensions are not considered faults where they are reasonable or consistent with the nature of the product, material, or manufacturing process.

Customers are responsible for checking all measurements, specifications, materials, colours, and product descriptions before placing an order. Product images are provided as a guide and may not represent the item with 100% exact accuracy.

Change of Mind Returns

We do not accept change-of-mind returns unless required by law.

If we choose to approve a change-of-mind return at our discretion, the item must be unused, undamaged, unassembled, unwashed, unaltered, in its original packaging, and in resalable condition.

Approved change-of-mind returns are at the customer’s expense. This includes return shipping, customs duties, taxes, courier fees, packaging costs, and any other return-related costs.

Where permitted by law, approved change-of-mind returns may be subject to a restocking and administration fee of up to 38% of the purchase price.

EU, EEA & UK Customers

Where a statutory cancellation or withdrawal right applies, we will honour this in accordance with the applicable law.

Eligible customers must return items unused, undamaged, and with reasonable care taken while the item is in their possession. Unless we are required by law to cover return costs, the customer is responsible for return shipping.

Where permitted by law, we may reduce the refund if an item has been used, damaged, installed, assembled, altered, marked, returned incomplete, or handled beyond what is necessary to inspect it.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible at sales@myhemmahome.com.

Please include your order number, full name, delivery address, a description of the issue, and clear photos or videos showing the problem.

We may request further information, photos, videos, packaging images, courier labels, or supplier assessment before approving a resolution.

If the item is confirmed to be faulty, damaged, incorrect, or required to be remedied under applicable consumer law, we will provide an appropriate solution. This may include a repair, replacement, refund, partial refund, or another suitable resolution depending on the circumstances.

Damage in Transit

If your item arrives damaged, please keep the product and packaging and contact us as soon as possible. We may need photos of the item, packaging, courier label, and visible damage to assess the issue.

Please do not dispose of the item or packaging until we have completed our assessment.

Return Conditions

Items returned without written approval may be refused.

Returned items must be unused, undamaged, unassembled, uninstalled, unwashed, unaltered, complete, and in their original packaging unless otherwise required by law.

We may refuse a return or reduce the refund if an item is returned used, damaged, marked, missing parts, missing packaging, poorly repackaged, or not in resalable condition.

Proof of Purchase

We may refuse a refund, return, exchange, or replacement if the purchase was not made through our online store, if proof of purchase cannot be provided, or if the request cannot be matched to a valid Hemma Home order.

Refunds

Where a refund is approved, it will be processed to the original payment method where possible.

Original shipping fees, return shipping fees, customs duties, taxes, payment processing fees, and other non-refundable costs may be excluded from the refund unless required by law.

Chargebacks & Payment Disputes

If there is an issue with your order, please contact us first at sales@myhemmahome.com so we can investigate and help resolve the matter.

We reserve the right to provide order records, tracking information, delivery confirmation, customer correspondence, product descriptions, photos, supplier information, and this policy as evidence in response to any chargeback, payment dispute, or fraud claim.

Nothing in this policy limits any rights you may have under applicable consumer law.