Refund policy
Overview
This Return, Exchange and Cancellation Policy explains how Gaya Home handles order cancellation, deposits, damaged products, incorrect items, missing items and product acceptance.
Because many furniture orders involve delivery planning, fabric selection, pre-order arrangements or custom preparation, customers should review all order details carefully before confirming an order.
Cancellation Policy
Once an order has been confirmed and the deposit or payment has been made, cancellation is generally not allowed.
This is especially important for:
- Custom-made products
- Made-to-order products
- Pre-order products
- Products with selected fabric, color, size or configuration
- Orders already sent for production, reservation or delivery preparation
If you need to request a change, contact us as soon as possible through WhatsApp. We will review whether the change is still possible, but approval is not guaranteed.
Deposit Policy
Deposits are used to confirm the order and may be used for production, reservation, preparation or delivery arrangement. Deposits are generally non-refundable once an order is confirmed, unless Gaya Home is unable to fulfil the order and no suitable alternative is accepted by the customer.
Return And Refund Policy
Gaya Home does not offer return or refund for change of mind, wrong size chosen by the customer, wrong color chosen by the customer, unsuitable fit due to customer measurement error, or normal material variation.
Returns, exchanges or remedies may be considered only when:
- The item received is damaged during delivery
- The item received is materially different from the confirmed order
- A wrong item was delivered
- A confirmed item is missing from the delivery
Each case will be reviewed based on the order record, product condition, delivery record and evidence provided.
Reporting Damaged, Incorrect Or Missing Items
Customers must report damaged, incorrect or missing items within 48 hours after delivery.
To make a report, contact us through official WhatsApp and provide:
- Order name or customer name
- Delivery address
- Product name
- Clear photos and videos of the issue
- Photos of packaging, delivery condition or affected parts where relevant
- Description of the problem
Reports made after 48 hours may be rejected if we cannot verify whether the issue happened before, during or after delivery.
Product Inspection And Acceptance
Customers are encouraged to inspect products during delivery. If there is a visible issue, inform the delivery team and contact Gaya Home immediately.
After the product has been accepted, moved, installed, used or modified, claims may be limited unless the issue is clearly proven to be related to delivery or manufacturing.
Remedies
Depending on the issue, Gaya Home may offer one or more of the following remedies:
- Replacement of missing parts
- Repair
- Exchange of the affected item
- Partial solution agreed with the customer
- Refund only where required and approved after review
The remedy will depend on product type, issue severity, availability of parts, delivery location and supporting evidence.
Non-Returnable Situations
Returns or refunds are generally not available for:
- Change of mind
- Customer selected the wrong product, size, fabric or color
- Product cannot fit into the customer's lift, staircase, doorway, room or
building access route
- Normal fabric, color, foam, stitching, wood grain or measurement variation
- Damage caused after delivery by misuse, poor handling, relocation, renovation,
pets, moisture, heat, sharp objects or improper cleaning
- Custom-made, made-to-order or pre-order items except where the issue is
accepted by Gaya Home after review
Contact
For cancellation, return or exchange support, contact Gaya Home through official WhatsApp: