Refund & Return Policy

Last Updated: 26/11/2025

Thank you for shopping with Hoayek.
Due to the nature of our products and local regulations in Lebanon, we apply a strict refund and return policy to ensure transparency and fairness.

1. No Refunds After Delivery

Once an order has been delivered to the customer’s address, no refunds will be issued under any circumstances, except in the case of:

  • Wrong item delivered (different model/color than ordered)
  • Manufacturing defect confirmed by our technical team within the allowed inspection period

Cosmetic variations in wood grain, fabric texture, or natural materials do not qualify as defects.

2. Order Cancellation

Before Shipping

You may cancel your order within 24 hours of placing it only if it has not yet been shipped.
A 20% cancellation fee applies to cover administrative and processing costs.

After Shipping Has Started

Once an order is dispatched from our warehouse, it cannot be cancelled, even if it has not yet been delivered.

3. Returns & Exchanges

We do not accept returns or exchanges for:

  • Change of mind
  • Wrong measurements or failure to check dimensions
  • Products that do not fit in the customer’s space/doorway/stairs
  • Color changes due to screen display differences
  • Items damaged due to customer mishandling after delivery and assembly

Eligible Returns

A return is accepted only if:

  1. The item delivered is not the item ordered, or
  2. A structural manufacturing defect is found during inspection.

To initiate a return, the customer must notify us within 24 hours of delivery with:

  • Clear photos
  • Delivery receipt
  • Order number

Our technical team will assess the case within 3–5 business days.

If approved, the item will be collected, and a replacement will be issued. No monetary refund is provided unless the item is unavailable.

4. Inspection at Delivery

Customers are responsible for inspecting their order at the time of delivery.

The delivery team will request your signature to confirm:

  • Product received in good condition
  • No visible defects at delivery
  • All components and accessories present

Once signed, the order is considered accepted, and no damage claims will be honored afterward.

5. Custom & Made-to-Order Items

All custom-made, special-order, or made-to-measure items are 100% non-refundable and non-cancellable, without exception.

This includes:

  • Custom dimensions
  • Custom colors or fabrics
  • Pre-ordered items not in stock

A 50% non-refundable deposit is required for all custom orders.

6. Delivery & Assembly Fees

Delivery and assembly fees are non-refundable in all cases.

If a return is approved due to an error on our part, only the product value may be refunded or exchanged.

7. Incorrect Address or Failed Delivery

If delivery fails due to:

  • Incorrect address
  • Customer absence
  • Inaccessible building/entrance

The customer must pay a re-delivery fee, and no refund will be issued.

8. Warranty Policy

Warranty applies only to:

  • Structural defects
  • Mechanical defects (e.g., reclining mechanism)

It does not cover:

  • Fabric/foam wear
  • Stains, burns, or water damage
  • Damage caused by improper cleaning products
  • Damage due to moving the furniture after assembly

9. Refund Method (When Applicable)

Refunds are issued only when:

  • A product is out of stock, and no replacement is possible
  • A structural defect is verified and no repair or exchange is feasible

Refunds are processed within 10–15 business days via:

  • Bank transfer
  • Cash refund (if applicable)

Delivery and service fees are never refunded.

10. Contact Information

For inquiries or to submit a claim:
info@hoayek.com
+961 5 921 080
Galerie Hoayek – Louaizeh, Lebanon