Return Policy for Custom Service


1. Personalized Products


Our Return Policy

We strive for your complete satisfaction with every order. Our quality control team is dedicated to ensuring your products meet the highest standards before they are dispatched. However, if a product is faulty, please follow the steps below:

  • Faulty Products: If you receive a faulty product, please contact our customer service team within 30 days for repair services. Reach out to us at [] and provide your name and order number.
  • A customer service representative will guide you through the returns process, which often involves sending a digital image and description of the fault via email.
  • If the fault cannot be verified through email or phone, you may need to return the item for inspection.
  • Please do not send products back without first contacting our customer service team.
  • Remember to review the terms agreed upon at the time of purchase, available on our website.

We adhere to the following guidelines:

  • Non-Faulty Goods: We cannot accept returns of non-faulty goods as they are personalized or customized specifically for you.
  • Faulty Goods: Contact our customer service team to report a fault. Please see our Contact Us page for the return address. Return shipping costs must be covered by you, using a recorded delivery service.

Upon receiving the faulty item in its original state, HULALA HOME Ltd. will decide whether to repair, replace, or provide an alternative remedy.


Our Refund Policy

  • Before Receiving Your Items: You have 24 hours after placing your order to cancel or make changes. Contact our customer service team within this window for a full refund.
  • After Production Starts: Since each product is handmade and personalized, a 20% material fee will be charged for cancellations made after 24 hours. Please contact us to explore alternative options and potential partial refunds.

We are committed to helping you with any issues. Contact our customer service team for assistance at any stage of your order.

  • After Receiving Your Items: If you are not satisfied, please let us know. Due to the personalized nature of our products, check your order details carefully before finalizing your purchase. We will evaluate each case individually and do our best to find a satisfactory solution. Report any concerns within 14 days of receiving your order via our contact form, including your order number and a brief description with pictures.

2. Non-Personalized Products


Our Return & Refund Policy

  • Cancellation: You have the right to cancel your purchase of a non-personalized product within 30 days of delivery. Return the unused product within 30 days, and cover the return shipping costs.
  • Manufacturing Faults: If a product has a manufacturing fault, it will be repaired or replaced at no charge. This includes issues like scratches, stitching, or hemming defects. The manufacturer will determine what qualifies as a fault.

Orders through wholesale accounts are considered Business to Business contracts and are not covered by Consumer rights act.