Refund policy
Refund & Return Policy
At PT Heavenly Home Furniture, we want every customer to feel confident when ordering from us. Please review our refund, return, and exchange policy carefully before placing an order.
This policy applies to purchases made through heavenlyhomefurniture.id.
Returns for Ready-to-Ship Items
We accept return requests for eligible ready-to-ship items within 14 days of receipt.
To be eligible for a return:
- The item must be unused, undamaged, complete, and returned in its original packaging where possible.
- Proof of purchase or order number is required.
- The return must be approved by our team before the item is sent back.
Items sent back without prior approval may not be accepted.
To request a return, please contact:
info@heavenlyhomefurniture.id
Return Shipping
Customers are responsible for return shipping costs unless the item was confirmed to be incorrect, defective, or damaged before delivery.
We strongly recommend using a tracked and insured delivery service for returns.
PT Heavenly Home Furniture is not responsible for return shipments that are lost, damaged, or delayed while being sent back to us.
Large Furniture & Oversized Items
Large furniture, fragile items, oversized products, and heavy items may require specialist return handling, dedicated transport, or additional manpower.
Return shipping costs for large or oversized items will depend on the product size, weight, location, access conditions, and logistics requirements.
Custom & Made-to-Order Items
Custom-made, made-to-order, personalised, bespoke, or specially sourced items are not eligible for return, exchange, or refund unless they are confirmed to be defective, damaged, or materially different from the agreed order specification.
Because these items are produced specifically for each customer, cancellations may not be possible once production, sourcing, or preparation has started.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible with:
- your order number,
- clear photos or video of the item,
- photos or video of the packaging,
- a description of the issue.
Damage or delivery issues should ideally be reported within 24–48 hours of receipt so we can review the matter with the relevant courier, logistics provider, or delivery partner.
Domestic deliveries may be arranged through trusted courier and logistics partners, including Biteship-supported courier services where available.
Refunds
Once a returned item is received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be processed to the original payment method within 10 working days.
Please note that banks and payment providers may require additional time to complete the refund.
Exchanges
Exchanges may be offered where suitable replacement stock is available.
For handmade, natural, or custom items, exact replacement may not always be possible due to natural material variation and artisan production methods.
Natural Variation
Many of our products are handmade using natural materials such as wood, rattan, stone, glass, metal, fabric, and resin.
Natural grain, colour tone, texture, size, finish, and pattern variations are not considered defects unless they materially differ from the agreed product specification.
Contact Us
For refund, return, exchange, or damage-related enquiries, please contact:
PT Heavenly Home Furniture
Email: info@heavenlyhomefurniture.id
WhatsApp: +62 822 7771 1981
Customer enquiries are typically responded to within 24–48 business hours.