We understand that sometimes you may change your mind or the item may not meet your expectations. Therefore, we offer a return policy for all items purchased from our store, including online purchases. You may return the item within fourteen (14) days of delivery for any of the following reasons, subject to the following conditions via ourreturn centre:
Item doesn't match the description or pictures provided online or in-store.
Item arrived damaged or broken during shipping or delivery.
Item doesn't fit or is too big/small for the space intended.
Item doesn't meet the customer's expectations in terms of quality.
The wrong item was delivered.
The customer changed their mind or no longer wants the item.
The customer is experiencing issues with the item's functionality or durability.
To initiate a return, you must notify us of your intention to return the item within fourteen (14) days of receiving the item and select one of the above reasons for return.
The item must be returned to us in new and unused condition, in its original packaging and completely re-packaged to its original wrapped & packaged state, ready for resale.
If you discard, destroy, or are unable to re-use the original packaging due to misadventure suffered by it whilst in your care, you must replace the packaging with the same or similar materials.
Items returned that have been damaged in transit due to incorrect re-packaging will not be refunded. It is your responsibility to ensure that returned items are packaged in the exact same way as they were originally sent.
All tags and labels must be intact and 'unremoved', and the item must be complete with any and all instructions or assembly tools.
All returned items are inspected to ensure compliance with the above conditions, which may take up to 5 working days.
If the item is not faulty, the return delivery charges will be applied to you, and we will refund 80% of the item's purchase price (not including delivery charges) as a 20% restocking fee applies. The existence of a 20% restocking fee upon return is reflected in the item's lower pricing markup (it's cheaper as a result).
Door-to-door delivery charges are non-refundable.
Any shipping costs paid by you or charged to you are non-refundable.
Please choose carefully when submitting your return request, as returning bulky items such as furniture is a tenuous affair for customers and retailers alike.
ITEM IS DAMAGED / FAULTY / WRONG / MISSING AN ITEM
Please provide us clear pictures of any damaged, faulty or wrong products / clear description of the missing part and contact us via return portal , along with any details of your purchase, for an exchange or refund within 14 days.
ORGANISE A PICK-UP FROM YOUR HOME
If you are not able to visit our store, you can contact us to arrange a pick-up. Prices range $50 - $100 for metro areas and regional from $120. This service is not available in all areas.
Due to the unique nature of custom-made products, these items become one-of-a-kind based on your specific customization requirements. The process involves considerable manpower and effort. Therefore, unless there are quality issues, we do not provide returns or exchanges for these products. This forms our return policy.
MATTRESS RETURNS For hygiene reasons, we cannot accept mattress returns as a result of customer error or due to a change of mind.
CANCELLING YOUR ORDER
We're really quick at packing your order up which means we can't cancel once you've placed it. However, you are allowed to change the delivery option and delivery address within 2 hours after completing your order. Please contact us as soon as possible for any alternation.
We offer (not applicable on man-made damaged)：
A) 10 years for all mattresses B) 3 years for upholstery frames (including sofas, daybeds, chaise, armchairs and recliners, and excluding occasional chairs) C) 2 year for dining tables, chairs and bar stools; TV stands, coffee tables and other cabinets, wardrobes; All the home office furniture D) 1 year for sofabeds and all other products
Please provide us clear pictures of any damaged, or faulty products and contact us via email - , along with any details of your purchase, for an exchange or refund within 14 days.
Please allow 2 business days for a response from our Customer Service team.
Diamonds Home reserves the right to refuse service when the product is found on inspection to be in an unsanitary condition or stained (for mattress warranty), or when product failure is due to causes other than defective workmanship or materials.
Please note that all returns that have not been approved by thereturn centrewill be refused, and the customer will be responsible for the return shipping costs.