Return & Refund Policy

Returns & Refunds Policy

1. Eligibility for Returns

To ensure the highest quality standards for all customers, items must be returned in their original, unused condition. This includes the presence of all original packaging, hardware, assembly instructions, and protective materials. Returns must be initiated within 30 days of the delivery date.

2. Damage and Defect Reporting

Furniture is a significant investment, and we take its transit seriously. Customers are required to inspect all items immediately upon arrival. If an item is found to be damaged or defective, it must be reported to the Big Hoise Support Team within 48 hours of receipt. Failure to report damages within this window may result in the claim being denied or subject to repair fees.

3. Photographic Evidence Requirements

To process a claim for a return or exchange, Big Hoise requires digital documentation. Customers must provide:

  • Context Photos: At least two images showing the entire product and its placement.

  • Detail Photos: Close-up shots clearly identifying the specific defect or transit damage.

  • Packaging Photos: Images of the external shipping box, specifically highlighting any punctures, crushed corners, or moisture signs.

4. Non-Returnable and Final Sale Items

The following categories are excluded from our standard return policy:

  • Custom Orders: Any piece built-to-order or customized with specific fabrics, finishes, or dimensions.

  • Floor Models & Clearance: Items purchased "As-Is" or marked as Final Sale.

  • Hygiene Items: Mattresses, bedding, and pillows that have been removed from their original sealed hygiene packaging.

5. Return Preparation and Packaging

Once a return is approved, the item must be prepared for transit. This involves:

  • Disassembly: Returning the item to its original shipping state (if delivered flat-packed).

  • Re-packing: Securing the item in its original box with internal foam or cardboard bracing to prevent movement during transport.

  • Labeling: Affixing the provided Return Merchandise Authorization (RMA) label clearly to the exterior of the package.

6. Collection and Exchange Scheduling

For large-scale furniture items, Big Hoise will coordinate a professional collection. Collections and exchanges are typically scheduled to coincide with our next available logistics route in your area. You will receive a notification 24 to 48 hours prior to the team's arrival. An adult (18+) must be present to sign the release forms during the exchange.

7. Refund Processing and Fees

Refunds are issued to the original payment method after the product has been inspected at our distribution center.

  • Inspection Period: Please allow 5–7 business days for our team to verify the condition of the return.

  • Restocking Fees: Non-defective returns may be subject to a 15% restocking fee to cover the cost of processing and repackaging.

  • Shipping Costs: Original shipping fees are non-refundable, and return shipping costs will be deducted from the final refund unless the return is due to a Big Hoise error or manufacturing defect.