Policies
Refund Policy
Returns, damaged or faulty items, and how refunds are paid.
01Overview
This policy explains when you can return an item, how we handle damaged or faulty goods, and how refunds are paid. It applies to orders placed on this website. Trade and wholesale orders follow the terms in their quote.
02Check Your Order
Please open and check your parcel on the day it arrives. If the box is badly damaged, take a photo before you open it. For glass, ceramic and appliances, check every piece and test appliances soon after delivery.
03Damaged, Faulty or Wrong Items
Tell us within 48 hours of delivery if an item arrives broken or damaged, has parts missing, or is not what you ordered. Email hafizi.home@hotmail.com with your order reference and photos of the item and packaging.
If an appliance does not work, or stops working within 7 days of delivery under normal use, contact us and we will replace it or refund it. Faults that appear later are handled under your rights as a consumer and any manufacturer warranty that comes with the product.
In these cases we cover the cost of collection and of sending the replacement.
04Change of Mind
You can return most items within 7 days of delivery if they are unused, clean, in their original packaging and with all parts. Contact us first. You pay for the return postage, and we refund the item price once the return arrives and has been checked.
05Items We Cannot Take Back
- Cleaning cloths, mop heads, brushes and wash bags that have been used, for hygiene reasons, unless faulty.
- Bathroom accessories, food containers, cookware and tableware that have been used, unless faulty.
- Appliances that have been used, unless faulty.
- Shelves and racks that have been assembled or fixed to a wall, unless faulty.
- Damage caused by misuse, accidents, dropping, or not following the care instructions.
06How Refunds Are Paid
Approved refunds are paid to the original payment method, normally within 14 working days of approval. How quickly the money shows depends on your bank or card issuer. Delivery charges are refunded when the return is because of our mistake or a fault.
07How to Ask
Email hafizi.home@hotmail.com or call 010-434 2335 with your order reference, the item, what happened and photos where relevant. We reply within 2 working days.