Refund & Return Policy

Refund & Return Policy

We want you to be completely satisfied with your Lhome purchase. To protect our consumer ecosystem in Singapore, we operate a transparent, legally binding framework governing all returns, exchanges, and financial restitution cycles.

1. 30-Day Contractual Return Window

We provide a comprehensive 30-day return policy. You possess exactly 30 calendar days commencing from the precise date your parcel was marked as physically delivered by the designated courier service to file a formal return claim. Return petitions received after this 30-day limit cannot be authorized for processing.

2. Zero-Cost Return Shipping Guarantee

To eliminate consumer friction, Lhome guarantees 100% Free Returns. If your return meets our standard quality criteria, our support center will supply a prepaid local return label or fully reimburse your documented domestic return mailing fees. We do not enforce restocking fees, repackaging penalties, or administrative deduction fees.

3. Strict Structural Eligibility Criteria

To qualify for an authorized return and complete financial restitution, items must fulfill the following mandatory quality criteria upon arrival at our evaluation facility:

  • The product must remain completely unused, unaltered, free from artificial cosmetic shifts, and in the exact pristine state you initially unboxed.
  • The product must be housed inside its complete original product box, containing all foundational structural styrofoam blocks, drop protection linings, product manual inserts, and untouched exterior identification tags.
  • The consumer must supply authentic digital documentation of purchase, explicitly matching the original Lhome order confirmation email or structural invoice identifier.

Any items demonstrating signs of consumer use, water stains, dirt accumulation, unrecorded impact cracks, or missing structural elements independent of transit damage will fail inspection and will not be eligible for a refund.

4. Step-by-Step Return Sequence

  1. Initiate your formal return request by contacting our global support center at info@lhome.shop, detailing your valid order number and specifying the clear return rationale.
  2. Our team will complete a validation check within 1 to 2 business days. Following authorization, we will provide your prepaid return shipping label alongside comprehensive instructional drop-off directives.
  3. Pack the ceramic goods securely inside their original spatial buffers to eliminate any movement during transport, apply the authorized label externally, and transfer the package to our designated regional logistics carrier.

5. Refund Inspection and 10-Day Processing Timeline

Upon physical arrival of the returned product at our validation facility, specialized staff will conduct a physical inspection to verify product integrity. This inspection procedure takes 1 to 2 business days.

Once the return is formally approved, the financial restitution process is initiated immediately. Lhome guarantees that all successfully approved refunds will be fully processed and credited back to your original payment card or payment gateway account (e.g., Credit Card network, PayPal) within a maximum of 10 business days. Please note that individual banking corporations or credit card issuers may require an independent processing cycle to clear and display the balance on your monthly financial statement.

6. Immediate Resolution for Faulty, Broken, or Incorrect Shipments

Please examine your unboxed items immediately upon arrival. In the event of a manufacturing fault, structural fracture, or if you receive an incorrect product model variation, contact our team within 48 hours of delivery. Lhome will prioritize dispatching a brand-new replacement item or execute an immediate full refund, without requiring the consumer to handle or return broken glass or fractured ceramic pieces.