HOMWELL Damaged & Freight Delivery Policy

At HOMWELL, we want every piece to arrive ready to become part of your home. Furniture and oversized products may travel through freight carriers and multiple distribution points before reaching you. Although we work with our fulfillment partners and carriers to help ensure products arrive safely, damage can occasionally occur during transportation.

This policy explains what to do when a product arrives damaged, defective, incomplete, or appears to have been damaged during shipping.

1. Inspect Your Delivery

Please inspect your shipment as soon as it arrives.

For standard parcel deliveries, inspect the product and packaging promptly after delivery.

For furniture, oversized items, and freight deliveries, we strongly recommend inspecting the shipment before the delivery driver leaves whenever reasonably possible.

Look for:

• Crushed, torn, punctured, or wet packaging.

• Broken boxes or pallets.

• Visible scratches, dents, cracks, or broken pieces.

• Missing cartons or components.

• Signs that the package was opened or repackaged.

• Damage to furniture visible through the packaging.

Take photographs of any visible damage.

2. If the Package Is Visibly Damaged

If a freight shipment arrives with visible damage, do not simply sign the delivery receipt without documenting the condition.

When possible:

• Take clear photographs of the damaged packaging.

• Take photographs of the damaged product.

• Tell the delivery driver about the damage.

• Write a description of the damage on the carrier's delivery receipt before signing.

• Keep a copy or photograph of the delivery receipt.

• Keep all packaging materials.

• Contact HOMWELL Customer Care promptly.

Writing something such as "Box damaged — product inspection required" on the delivery receipt can help document the condition in which the shipment arrived.

3. Should You Refuse a Damaged Delivery?

Do not automatically refuse a shipment simply because the exterior packaging has minor damage.

However, if there is severe visible damage to the product or shipment, tell the driver and document the damage before deciding whether to accept the delivery.

When reasonably possible, contact HOMWELL Customer Care for assistance before refusing a shipment.

A refused delivery does not automatically qualify for a refund if the shipment was refused for reasons unrelated to damage, defect, or fulfillment error.

4. Concealed Damage

Sometimes the packaging appears fine but damage becomes visible after the product is unpacked.

This is considered concealed damage.

If you discover concealed damage:

• Stop assembly if assembly has begun.

• Photograph the damaged area.

• Photograph the complete product.

• Photograph the original packaging.

• Keep the box, pallet, foam, wrapping, and other packaging.

• Contact HOMWELL Customer Care promptly.

• Do not dispose of the damaged product or packaging until HOMWELL provides instructions.

5. Information Needed for a Damage Claim

To help us resolve your claim quickly, please provide:

• Order number

• Product name

• Description of the problem

• Photos of the complete product

• Close-up photos of the damage

• Photos of the shipping carton or packaging

• Photos of the shipping label

• Photos of the pallet or freight packaging, when applicable

• Photo of the delivery receipt showing damage notation, when applicable

We may request additional information depending on the product, carrier, or fulfillment partner.

6. Missing Parts or Hardware

A missing component does not always require returning the entire product.

If your furniture arrives with missing:

• Hardware

• Legs

• Shelves

• Cushions

• Handles

• Assembly components

• Instructions

• Other parts

contact HOMWELL Customer Care.

When available, we may arrange for the missing component or replacement part to be sent separately.

Please do not return the complete product unless instructed to do so.

7. Wrong Product Received

If you receive a product that is materially different from what you ordered, contact HOMWELL Customer Care promptly.

Please provide photographs of:

• The product received.

• The shipping label.

• The manufacturer's label or product identification, when available.

• The packaging.

Do not ship the incorrect product back until HOMWELL provides return instructions.

8. Defective Products

A manufacturing defect is different from freight damage.

If a product appears defective rather than damaged during shipping, contact HOMWELL Customer Care and provide photographs and a description of the issue.

Depending on the circumstances, HOMWELL may work with the applicable fulfillment partner or manufacturer to determine the appropriate resolution.

9. Natural Material Variations

Certain characteristics are not necessarily considered damage or defects.

Products made from natural materials such as:

• Wood

• Marble

• Stone

• Leather

• Rattan

• Woven fibers

• Natural fabrics

may have variations in color, grain, texture, pattern, knots, veining, or tone.

These variations can make each piece unique and generally should not be considered shipping damage when they are normal characteristics of the material.

10. Resolution of Approved Claims

Depending on the circumstances, product availability, extent of damage, and applicable supplier or manufacturer procedures, an approved claim may be resolved through:

• Replacement parts.

• Replacement components.

• Repair assistance.

• Replacement of the product.

• Refund.

• Another appropriate solution agreed upon with the customer.

HOMWELL will determine the appropriate resolution based on the circumstances and applicable law.

We will not require a customer to pay return shipping for merchandise confirmed to have been incorrectly fulfilled by HOMWELL or its fulfillment partner when HOMWELL is responsible for the error, subject to applicable law.

11. Do Not Discard Damaged Merchandise

Please do not throw away, donate, repair, alter, or otherwise dispose of a damaged product or its packaging while your claim is being reviewed unless HOMWELL gives you permission to do so.

The carrier, manufacturer, supplier, or HOMWELL may need additional photographs, an inspection, or return of the merchandise.

Disposing of merchandise before receiving instructions may affect our ability to investigate or resolve the claim.

12. Freight Delivery Appointments

Some oversized products may require a scheduled freight delivery.

Customers are responsible for providing accurate:

• Delivery address.

• Telephone number.

• Email address.

• Access information when requested.

The freight carrier may contact you directly to schedule delivery.

Please make reasonable efforts to be available during your scheduled delivery window.

Additional carrier charges caused by missed appointments, incorrect addresses, inaccessible delivery locations, or customer-requested changes may be the customer's responsibility where permitted and disclosed.

13. Delivery Does Not Automatically Include Installation

Unless specifically stated when purchasing the product, standard or freight delivery should not be assumed to include:

• Furniture assembly.

• Installation.

• Wall mounting.

• Room-of-choice placement.

• Packaging removal.

• Old furniture removal.

• White-glove delivery.

Any additional service purchased with your order will be described separately.

14. Measure Before Ordering

Before purchasing large furniture, customers should check:

Doorways → Hallways → Stairways → Elevators → Entryways → Room dimensions

Please compare those measurements with the product dimensions shown on the product page.

A product that cannot fit through a customer's doorway, hallway, staircase, elevator, or other access point is generally considered a return based on fit rather than freight damage.

Any such return will be handled according to the HOMWELL Return & Refund Policy.

15. Damage Caused After Delivery

This policy applies to damage associated with shipping, fulfillment, manufacturing defects, or incorrect merchandise.

It generally does not cover damage resulting from:

• Improper assembly.

• Customer modification.

• Improper installation.

• Misuse.

• Accidents after delivery.

• Normal wear and tear.

• Failure to follow care or assembly instructions.

Other warranties or legal rights may apply separately.

16. Contact HOMWELL

If something doesn't arrive the way it should, contact HOMWELL Customer Care through the Contact Us page.

Have your order number and photographs ready whenever possible.

We'll review the information and help determine the appropriate next step.

HOMWELL

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