Delivery & Returns
Items bought in our online shop
At Hoioh Design we take great care when making our products, ensuring that every piece that leaves the workshop is made and meticulously finished to the highest standard. However, if you are not completely satisfied with your order or have simply changed your mind, you can return your items within 14 days of delivery.
We do not accept returns for items bought in person from our Showroom, unless they are faulty.
All returned items should be sent back in perfect condition, unused, in the original packaging and fit for resale.
Should you wish to return an item, you are responsible for shipping it back to Hoioh Design. We highly recommend making sure it is sufficiently protected and packed as well as properly insured as any damage in transit to the returned item will be at the customer’s risk. Upon receiving the returned item in excellent condition we will issue a full refund to the card used for the original payment, minus any transportation or postage costs.
Please note that refunds can take up to 30 days from receiving the returned item.
Personalised, made to measure or made to order items
We regret we cannot accept returns of personalised, made to measure or made to order items unless they are faulty.
This includes any items that are made to a specific length set by the customer, any bespoke finishes (non stock paint colour, bespoke veneer or non standard surface finish etc) and those with bespoke design modifications (extra shelves, changes to the height of the item etc)
Please do not hesitate to contact us to discuss any bespoke modifications to ensure you are completely satisfied with your item.
Large Bespoke Projects
We take great pride in the quality of the design and make of our bespoke projects and are confident you will be delighted with the final outcome of any bespoke project you undertake with Hoioh Design.
What is considered a Bespoke Project
A bespoke project is any large scale project that requires unique bespoke design work and/or a site visit by a member of the Hoioh Design team. This includes, but is not limited to: commercial premises, fitted kitchens, bespoke storage systems, one of a kind unique furniture designs, wardrobes... etc.
48 hour cooling off period
We offer a 48hr cooling off period for any bespoke project. This allows you 48 hours from your first payment to simply change your mind, no questions asked and receive a full refund. Let us know by contacting us on firstname.lastname@example.org to cancel and we will refund the full amount paid.
We know plans can change and so we offer partial refunds up until the manufacturing stage of your project:
- Up to 90% refund - 7 days from invoice or before Site Visit (whichever comes first)
- Up to 75% refund - 14 days from invoice or after Site Visit/before Design Submission (whichever comes first)
- Up to 50% refund - 21 days from invoice or after Design Submission (whichever comes first)
Because each bespoke project is unique, personalised and made-to-measure, once manufacturing is underway, we cannot offer any refunds.
Items bought in our online shop
We take great care packing our items to be sent out on delivery to avoid any damage in transit.
Should your item unfortunately arrive broken or damaged please contact us as soon as possible at email@example.com, but at the latest within 3 working days of receiving the item.
Please inspect your order upon delivery. If you notice any damage to the outside of the packaging, we kindly ask you to notify the courier company and mark it down on the delivery slip. If you are picking up from our showroom yourself please check the item before taking it.
If you have unfortunately received a faulty item, we will do our uttermost to rectify this error. Please contact us within 21 days of receiving the item at firstname.lastname@example.org. Please include photos and a full description of the fault. We will then organise a repair, replacement or refund for the faulty item (a refund including a refund of any delivery or return costs.)
Please do not attempt to repair the item yourself or organise a third party repair. We reserve the right to refuse to repair, refund or replace an item if you have attempted to repair it yourself or organised for a third party to repair it.
We always recommend having Hoioh Design's own makers deliver and install your bespoke project to ensure they are installed and fitted properly. The Hoioh Design makers oversee each project from initial design stages through to installation and are the best placed to manage any unforeseen issues that may arise during installation, ensuring your project is perfectly fitted and set up in your space.
Should any part of your Bespoke project turn out to be faulty, please contact us within six months of receiving the item at email@example.com. Please include photos and a full description of the fault. We will then send one of our makers to repair the fault.
Please do not attempt to repair the item yourself or organise a third party repair. We reserve the right to refuse to repair, refund or replace an item if you have attempted to repair it yourself.
Hoioh Design cannot be held responsible for any faults or damage that occurred during or due to transport and installation should you choose to have your project delivered or installed by a third party or organised for a third party to repair it.
If you have any further questions, please get in touch at firstname.lastname@example.org