Refund policy
At Cream Home, we understand that preferences can change, and expectations may not always align with the received item. Hence, we've designed a hassle-free return policy covering all purchases, whether made in-store or online. You can initiate a return within fourteen (14) days of delivery through our return center, citing reasons such as:
1. The item doesn't match the online or in-store description and pictures.
2. The item arrived damaged during shipping.
3. The item doesn't fit the intended space.
4. The item doesn't meet quality expectations.
5. The wrong item was delivered.
6. A change of mind or the customer no longer wants the item.
7. The item experiences functionality or durability issues.
To start a return, notify us within fourteen (14) days of receiving the item and select the appropriate reason. The returned item must be in new, unused condition, in its original packaging, and appropriately repackaged for resale. Damaged items due to incorrect repackaging won't be refunded.
Ensure all tags, labels, instructions, and assembly tools are intact. The inspection of returned items may take up to 5 working days to ensure compliance with these conditions.
For non-faulty items, return delivery charges apply, and we refund 80% of the item's purchase price, excluding delivery charges, as a 30% restocking fee. This fee is reflected in the lower pricing markup of the item.
Door-to-door delivery charges, as well as any shipping costs, are non-refundable. Customers are urged to choose carefully when initiating a return, especially for bulky items like furniture.
**DAMAGED/FAULTY/WRONG/MISSING ITEMS:**
Provide clear pictures or a detailed description via the return portal within 14 days for an exchange or refund.
**PICK-UP FROM HOME:**
Arrange pick-up for $50 - $100 in metro areas or $120 in regional areas if you can't visit our store.
**CUSTOM-MADE ITEMS:**
Due to their unique nature, custom-made items are non-returnable unless there are quality issues.
**MATTRESS RETURNS:**
We don't accept mattress returns for hygiene reasons unless there are quality issues.
**CANCELLING YOUR ORDER:**
Orders can't be canceled once placed, but you can change delivery options/address within 2 hours.
**WARRANTY POLICY:**
We offer warranties ranging from 1 to 10 years on various products. Contact us with clear pictures and details within 14 days for exchanges or refunds.
Please allow 2 business days for a response from our Customer Service team. Diamonds Home reserves the right to refuse service for products in unsanitary conditions or stained. Unapproved returns will be refused, and customers are responsible for return shipping costs.
For further assistance, contact us at info@creamhome.com or 0406 957 085, or visit us at 1-3 Powlett Street 3189 Moorabbin.
**Note:** If you don't receive an email response within one business day, contact us through live chat or phone to avoid potential email system errors.
1. The item doesn't match the online or in-store description and pictures.
2. The item arrived damaged during shipping.
3. The item doesn't fit the intended space.
4. The item doesn't meet quality expectations.
5. The wrong item was delivered.
6. A change of mind or the customer no longer wants the item.
7. The item experiences functionality or durability issues.
To start a return, notify us within fourteen (14) days of receiving the item and select the appropriate reason. The returned item must be in new, unused condition, in its original packaging, and appropriately repackaged for resale. Damaged items due to incorrect repackaging won't be refunded.
Ensure all tags, labels, instructions, and assembly tools are intact. The inspection of returned items may take up to 5 working days to ensure compliance with these conditions.
For non-faulty items, return delivery charges apply, and we refund 80% of the item's purchase price, excluding delivery charges, as a 30% restocking fee. This fee is reflected in the lower pricing markup of the item.
Door-to-door delivery charges, as well as any shipping costs, are non-refundable. Customers are urged to choose carefully when initiating a return, especially for bulky items like furniture.
**DAMAGED/FAULTY/WRONG/MISSING ITEMS:**
Provide clear pictures or a detailed description via the return portal within 14 days for an exchange or refund.
**PICK-UP FROM HOME:**
Arrange pick-up for $50 - $100 in metro areas or $120 in regional areas if you can't visit our store.
**CUSTOM-MADE ITEMS:**
Due to their unique nature, custom-made items are non-returnable unless there are quality issues.
**MATTRESS RETURNS:**
We don't accept mattress returns for hygiene reasons unless there are quality issues.
**CANCELLING YOUR ORDER:**
Orders can't be canceled once placed, but you can change delivery options/address within 2 hours.
**WARRANTY POLICY:**
We offer warranties ranging from 1 to 10 years on various products. Contact us with clear pictures and details within 14 days for exchanges or refunds.
Please allow 2 business days for a response from our Customer Service team. Diamonds Home reserves the right to refuse service for products in unsanitary conditions or stained. Unapproved returns will be refused, and customers are responsible for return shipping costs.
For further assistance, contact us at info@creamhome.com or 0406 957 085, or visit us at 1-3 Powlett Street 3189 Moorabbin.
**Note:** If you don't receive an email response within one business day, contact us through live chat or phone to avoid potential email system errors.