We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, not assembled, unworn or unused, with tags, and in its original packaging. You’ll also need the order number, receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at email@example.com.
Damages and issues
Please inspect (take photos of) your order upon reception and contact us (with photo/video proof) immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal goods. Unfortunately, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
The following items are not eligible for return:
- Any item damaged after delivery (for example, during assembly or installation).
- Custom or personalized items if the package is opened, including duvet covers, pillows and towels.
- Sale or gift items.
All returns must include the following or they will be rejected and returned to you at your cost:
- The product must be purchased from Destina Home and should be in the original package.
- Must be in original condition, with no physical damage (excluding damages sustained during transportation).
- Including all accessories, manuals, warranty registration cards, etc.
Additional Return Requirements and Policy:
- The shipping charge is the cost of us sending the product to you and will not be refunded. No restocking fee will be applied on return for DOA/Defective and shipping damaged products.
- Shipment received with visible damages must be reported to us within seven (7) business days of the delivery date. In the event an item is sold without a shipping charge, Destina Home will refund the amount of sale.
- All returns with missing part(s) (including, but not limited to, accessories, manuals, warranty registration cards, original manufacturer packing materials and retail packaging) will not be processed until the part is received.
- The customer is responsible for return shipping expenses unless otherwise explicitly states on the product. Replacements/replacement parts will be shipped at our expense.
- The customer is required to ship the return products with sufficient shipping packaging and void fill material inside to prevent the product from being physically damaged during return transportation. The customer is responsible for any loss and damages in return shipping.
- Upon our acceptance of the merchandise in original/new condition in strict conformance with the basic criteria and standard returns policy, the purchase price will be credited to the credit card used for the original purchase.
- A refund will be issued after our warehouse receives, inspects, and processes your return. Destina Home will refund back to your original method of payment.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale and gift items (if applicable)
Unfortunately, we cannot accept returns on sale items or gift cards. Only regular priced items may be refunded. Sale items cannot be refunded. However replacement part(s) can be sent by the manufacturer upon the request of the customer if the sale item is damaged during the shipment or defective.
Fees and Charges
If the item received is defective or incorrect, no fees are charged for processing a return/replacement. Fees may be charged in the following circumstances:
- A cancelation fee of up to 15% may be charged if a personalized item is canceled more than one day after purchase but prior to shipment.
- A restocking fee of up to 20% may be charged for indoor/outdoor furniture, unused personalized items, patio furniture.
- A restocking fee of up to 20% may be charged for the refusal of ordered items delivered that are not damaged.
- A refund policy violation charge of 20% will be deducted from the total refund (in case the item is assembled by the customer before return).
- A pick-up and shipping fee may be charged if Destina Home arranges for a courier to pick up the item.
- Destina Home may, at its sole discretion, accept a return request for a non-refundable item but charges a restocking/shipping fee.
You can cancel your order before it is shipped. No cancelation will be accepted/allowed after the item is shipped. No cancellation will be accepted for international (other than the UK) orders.
Return/Replacement/Order Cancelation Instruction
- Send an e-mail to Destina Home requesting return/replacement/refund/cancelation. Contact information can be found at www.destinahome.com. The customers’ name and order number should be mentioned in the e-mail. If you request replacement/refund for damaged product(s), please attach at least three high-resolution photos of the damaged part(s) and product package with a clearly appearing shipping label in your e-mail as proof.
- Once our customer service representative receives your e-mail, it will take us 24 - 48 hours to respond to your inquiry for return/replacement. However, the order cancelation requests are handled immediately upon the request.
- Once our customer service has verified your order information and approved for you to send the merchandise back to us, you will be provided with a shipping label/tracking number for your return through e-mail. The e-mail contains return details and important shipping instructions. Read the instruction carefully before you ship your return merchandise back to us.
- We strongly recommend you return your item in the same or similar packaging as it was delivered to you with all the original parts, accessories and menu/documentation included (any missing parts or accessories may result in your return being rejected or your refund/replacement being delayed). Re-using the package your item came in is acceptable if the packaging is in good condition and all previous addresses, tracking information and labels are removed.