Dimehouse Return Policy
If you wish to return an order, please read the conditions below carefully. We kindly ask you to unpack your order with care so that the original packaging remains undamaged. Keeping the original packaging intact is a requirement for free returns.
Have you purchased a product that requires extensive assembly? Please refer to the following page:
Returning an Assembled Product – Dimehouse
Return Conditions
- Return requests must be submitted within 14 days of receiving your order. We cannot make exceptions after this period.
- Products must be unused, undamaged, and complete.
- We strongly recommend returning products in their original packaging. If this is not possible, the product must be securely protected and packed to prevent damage during transport.
- Refunds will be processed within 14 working days after the returned item has been correctly received and inspected at our returns warehouse.
We reserve the right to deduct part of the purchase amount if:
- Damage has occurred during return transport due to inadequate packaging.
- The product shows signs of use.
- The original packaging has been discarded, requiring us to repackage the product.
Exceptions to the Above Conditions
If you return your product in damaged packaging or in packaging other than the original packaging, we may no longer be able to sell the product as new. In addition, the product will need to be repackaged, and the risk of transport damage is significantly higher without the original packaging.
In these cases, the following handling fees will apply:
- Dining chairs, bar stools, coffee tables, bedside tables, accessories, and lighting: 15 GBP per package.
- Armchairs and all types of cabinets: 20 GBP per package.
- Sofas and dining tables: 80 GBP per item.
Damaged or Incorrectly Delivered Products
If your product has arrived damaged or you have received the wrong item, please report this within 2 days of delivery by emailing customerservice@moashouse.com
To help us process your request quickly, please include:
- Photos showing the damage.
- A photo of the complete product.
- Photos of the packaging.
If parts are missing or damaged, please provide a clear description of the issue.
Returns at Your Own Expense
You can purchase return labels through our website, depending on the size of your package.
Please visit the following page for an overview of the costs:
How Do I Return My Online Order?
You can purchase your return label on the Return Voucher page. Once your request has been submitted, we will register your return in our system and send you the appropriate return labels.
For detailed instructions, please visit the Return Voucher page.
Refunds
Refunds will be issued via the original payment method within 14 working days after your return has been received and processed.
If you paid using a Buy Now, Pay Later service such as Klarna, your invoice will be credited once your return has been processed.
Klarna and PayPal
Return requests should be submitted only through our customer service team.
There is no need to register your return separately through Klarna, PayPal, or any other payment provider. Doing so will only delay the process, as we are required to respond through those channels as well.
