Our Policy

Refund, Return, Replacement and Cancellation Policy

 

• 30 Day Return & Exchange Policy

  You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but we will charge 20% of order value as restocking fee.
  
  To be eligible for a return, all returned items must be in brand-new condition, uninstalled and/or non-assembled, unused, no pieces missing and with original tags and packaging. You’ll also need the receipt or proof of purchase. In case of item return, please send back the parcel within 30 days. 
  
  Follow the same procedure if you found this is quality problem.
  
  Return fees are the responsibility of the customer. Please note if items are delivered to your door and you inspect items and would like our delivery crew to return your items to our warehouse, the return fee will be the same as the delivery fee, please note that we do deduct a collection fee from the total refund sum.
  
  For cancellation, you are entitled to initiate a cancellation within 3 days from order confirmation day. For more details, please scroll down to the section of CANCELLATION.
  
  In case of damage in transit, please make sure to upload a picture of the product with the original package, a picture of the whole product, and a picture of the damaged part. 
  
  Whether the request is rejected or approved, we will respond by email. In case you are not satisfied with the result, welcome to respond to the email and our client concierge team will follow up accordingly.  
  
  Item missing or damaged shall be reported within 48 hours since receiving. For report beyond that, J’s Living House is not liable for compensation or replacement and reserves all the rights for the final explanation.
  
  You can always contact us for any return question at jslivinghouse@gmail.com or simply visit www.jslivinghouse.com and contact us through chat.

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• Damages in transit
  If an item arrives and the packaging or the item itself is clearly and significantly damaged, please take photos or video showing the damage. In case of product defect or damage, we will work collaboratively with you to guarantee functional use of the product.
   

  ．Suggest a self-repair (with an offer of compensation to you)

  ．Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)

  ．Offer a partial or full store credit voucher

  ．Replace the product (subject to availability)

  ．To qualify for a defective return, one of the following must apply:

      -Item has a defect, or is faulty or malfunction
      -Incorrect item was received
      -Missing part(s)
      -Damaged
  
  We recommend you check the items within 48 hours of receipt and report to our customer service as soon as possible. Please offer the copy of your original order confirmation, confirm the item number & QTY of the defective item(s), photographs or video clearly showing the defect(s). To expedite response process, please provide pictures of the shipping label, package, product and damage part. Depending on the situation, we will be responsible for refunds, exchange or replacements according to your preference within 30 days of receipt. After 30 days, J’s Living House will make every attempt to rectify, but manufacturer defects found after 30 days of receipt are directed to the manufacturer’s warranty.
  
   

• Exchanges
  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.
  
  J’s Living House has carefully checked each item before shipping out. In case of damage due to delivery, we will offer one time replacement for free. 
   

• Cancellation or Order Amendment
  You can cancel or amend your order within 3 days after order is confirmed, counting from order confirmation day. We will charge 10% of the item value or order value (depends on items affected) as cancellation fee.
  
  In case a cancellation is raised after 3 days or the product has been dispatched already, the cancellation fee depends on processing cost. 
  
  Standard cancellation protocol doesn't apply to products described as "Made to Order", "Customization" or "Extra Shipping Lead Time".
  
  Production or customization order will be sent to factory right after order is confirmed therefore cancellation won't be approved in general.
  
  In case of cancellation, we will charge to cover actual manufacturing or customization loss. Once the order is confirmed we will send the manufacturing requirement to factory immediately and it is irreversible. There is extra lead time addressed on each product detail page. In case that cancellation is requested within 50% time of the extra lead time, J’s Living House preserves rights to keep 50% of total payment. In case that cancellation is requested later than 50% of the extra lead time, J’s Living House preserves rights to keep 100% of total payment.
  
   

• Refunds
  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 within 30 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
  
   

• Delivery prices for HK Island, Kowloon, New Territories
  We believe we should not make money on the delivery of our products; we deliver all our goods at cost to your door. We deliver your order for a fixed price of HKD $300 per order to all destinations in Hong Kong and Kowloon.
  
  Free delivery fee for orders above HKD $10,000 with the exception of the Discovery Bay, Tung Chung, New territories and outlying Islands. For our clients in Discovery Bay, we do charge the additional toll/bridge fees of HKD$ 170 and our clients in Tung Chung we do charge the additional toll/bridge fees of HKD $140. 
  
  For our customers on South Lantau Island, we will need to quote a special delivery rate. This rate depends on your exact location and the volume of your shipment. Please contact our Customer Service for details.
  
  For smaller items, we have the option to pick up from our office to avoid the HKD $300 delivery charge.  
  
  *For sofas, large or two-piece lounge chairs, or other large or extra heavy items such as dining tables over 2 meters and select dining and coffee tables with glass or marble tops, we charge an extra HKD $200. If you have any questions regarding our delivery fees, contact us at jslivinghouse@gmail.com.
  
  If your items do not fit into your lift, you will be responsible for paying our walk-up charge. For customers with small lifts please let us know so we may accommodate your order.