Replacing an Item

Time Frame

You can raise a request to replace an item within 10 (Ten) days of the item being delivered to you. Replacement requests are not accepted after 10 (Ten) days from the date of delivery.


What’s Eligible For Replacement?

Damaged - If the item delivered to you is in a damaged condition. In the case of minor damage (like chip-off/scratch/peel-off, torn stitches on upholstery or carpets) customers can choose not to return the item and instead request a carpenter service from Stories Homes to fix the damage.

Defective - If the item delivered to you is defective. A defect is the unfortunate result of a flaw in manufacturing, which hinders the intended use of the product (e.g. imbalance, wooden joints opening etc). Please note that natural characteristics of the material used, like appearance or texture (especially for solid wood products) are not defects.

Missing - If the product delivered to you is incomplete or has components missing.


What’s NOT Eligible For Replacement?

Installation Issues - Wall mounting installation services are not offered by and therefore, return requests because of the customer’s inability to get the product wall-mounted will not be processed.

Relocation - After an item has been delivered to you in perfect condition, in the event of the subsequent dismantling of the item for relocation, reassembly, etc, please note that Stories Homes will not be responsible for any damage to the product.


Evaluate and Pick-Up

  • Once we receive the images, Stories Homes Resolution team will connect with you within 24 hours.
  • The return requests are evaluated by the Stories Homes Resolution team in consultation with the merchant and a technician visit may be scheduled (if required). Please note that the resolution will be provided on the basis of the technician’s evaluation report.
  • Return pick-up of the product will be scheduled based on the evaluation of the technician and your subsequent interaction with our Customer Support representative. Please retain the original packaging of the product, along with the user manual, warranty slip, and other accessories to ensure a successful pick-up.
  • A product scheduled for return pick-up will be picked up by the logistic partner of the Brand/Merchant from the original shipping address of the order, within 72 hours of initiation of the return pick-up request.
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