FusionHome – Return & Refund Policy

1. Overview

FusionHome is committed to providing customers with a clear and transparent return and refund process. This Return & Refund Policy (“Policy”) sets out the terms under which Customers may request cancellations, returns, refunds, replacements or other remedies for products purchased through FusionHome.

FusionHome may facilitate communication, payment, logistics, fulfilment and after-sales support for Customers and remains the point of contact for return and refund matters.

By placing an order with FusionHome, the Customer acknowledges and agrees to this Policy, together with any product-specific terms stated on the applicable product listing, quotation or order confirmation.

Nothing in this Policy is intended to exclude or limit any rights that cannot lawfully be excluded or limited under applicable law.

2. When Returns & Refunds Apply

Customers may request a return or refund in the following situations, subject to the applicable requirements of this Policy:

• The item delivered is damaged, defective, or materially different from the confirmed product description or specifications.
• The wrong product, model, colour, specification or quantity was delivered.
• Required components are missing.
• The item was lost in transit or did not arrive.
• Other legitimate quality or fulfilment issues approved by FusionHome.
• A product or Value Set is expressly covered by a specific FusionHome refund guarantee.

Change-of-mind returns are not accepted, unless the relevant product listing expressly states that the product is eligible for a specific FusionHome refund guarantee.

Certain selected FusionHome Value Sets may be eligible for the special 30-Day Love It or Donate It Guarantee, subject to the terms set out in Section 9.

3. Order Cancellation

Customers may request cancellation before an order enters production or fulfilment.

Once an order has entered production, been customised, been specially sourced, been dispatched, or otherwise been committed to fulfilment, cancellation may no longer be possible.

Custom-made, bespoke, personalised and made-to-order products cannot be cancelled once production has commenced, except where otherwise required by applicable law.

Where FusionHome agrees to a cancellation after costs have already been incurred, FusionHome may deduct reasonable non-recoverable costs already incurred in connection with the order, including production, customisation, sourcing, payment processing, logistics or other fulfilment costs, where permitted by applicable law.

A cancellation request is not effective until FusionHome confirms the cancellation in writing.

4. Time Window for Returns & Refund Requests

• For defective, damaged, incorrect or incomplete items: Customers must submit a return/refund request within 30 days after delivery confirmation or the official delivery date, unless a different period is required by applicable law or stated for the relevant product.
• For visible damage identified upon delivery or unboxing, Customers should notify FusionHome within 48 hours of delivery or unboxing, together with supporting photographs and/or videos.
• For non-delivery or lost-in-transit items: Customers must notify FusionHome within 30 days after the expected delivery date.
• For an Eligible Value Set under the 30-Day Love It or Donate It Guarantee: Customers must submit the applicable refund request within 30 days from the date of delivery, subject to all requirements of Section 9.
• Requests made after the applicable time window may be rejected, unless exceptional circumstances are verified or otherwise required by applicable law.

The applicable time period does not prevent a Customer from exercising any statutory rights that cannot lawfully be limited by a contractual time period.

5. Return / Refund Procedure

1. The Customer submits a return/refund request to FusionHome within the applicable time frame, including an explanation and photographs/videos where applicable.
2. FusionHome will review the request and may request additional information, photographs, videos, measurements or other evidence.
3. FusionHome will generally respond within 3 business days after receiving sufficient information to assess the request.
4. FusionHome may approve a return, refund, replacement, repair, partial refund, store credit or other appropriate resolution, depending on the circumstances.
5. If a return is approved, the Customer must follow FusionHome's return or collection instructions. The original packaging should be retained and used where reasonably possible.
6. Where the returned product is required to be inspected, FusionHome will assess the product upon receipt.
7. Once the applicable refund has been approved and any required inspection has been completed, FusionHome will generally process the refund within 7 business days.
8. If Customer and FusionHome cannot agree, FusionHome will review the matter based on the available evidence, including photographs, videos, delivery records, order information, communication records and other relevant information.

6. Who Bears the Return / Shipping Cost

• If the return is due to damage, a defective product, wrong item, missing components or an error attributable to FusionHome, FusionHome will bear the applicable reasonable return or collection costs.
• Change-of-mind returns are not accepted, except where specifically covered by an Eligible Value Set or another specific refund guarantee expressly stated in the relevant product listing.
• Where a return is approved for reasons not attributable to FusionHome, the Customer may be responsible for applicable return, collection, transportation, handling or other logistics costs.
• For bulky or heavy products, including furniture, FusionHome may arrange a collection rather than require the Customer to ship the product independently.
• Any applicable delivery, installation, assembly, collection or transportation charges will be communicated to the Customer where reasonably practicable before the relevant service is arranged.

Where a refund is issued, the treatment of original delivery, installation or other service charges will depend on the reason for the refund and applicable law.

7. Refund Methods & Timing

Once a refund has been approved:

• The refund will generally be issued through the original payment method or another mutually agreed method.
• Refunds will generally be processed within 7 business days after FusionHome's receipt and inspection of the returned item, where a physical return is required.
• For refunds that do not require a physical return, the refund will generally be processed within 7 business days after approval.
• The actual time for funds to appear in the Customer's account may depend on the Customer's bank, card issuer or payment provider.
• Partial refunds are permitted where appropriate, including where an item is damaged but remains usable or where only certain components are affected.
• FusionHome will communicate the applicable refund amount and the basis for any partial refund.

8. Defective, Damaged, Incorrect or Lost Items — Buyer Protection

For valid claims involving damage, defects, incorrect items, missing components or non-delivery, FusionHome may offer one or more of the following remedies, depending on the circumstances:

• Full refund;
• Replacement of the affected item;
• Replacement parts;
• Repair;
• Partial refund with the Customer retaining the item; or
• Another reasonable remedy agreed with the Customer.

A product defect does not automatically entitle the Customer to an immediate full refund where the issue can reasonably be resolved through repair, replacement parts or replacement of the affected item.

FusionHome may offer a no-return refund in certain circumstances, including where an item is damaged beyond reasonable repair, where return logistics would be disproportionate, or where FusionHome otherwise determines that a return is unnecessary. Any no-return refund must be expressly confirmed by FusionHome.

9. 30-Day Love It or Donate It Guarantee — Selected Value Sets

Certain FusionHome Value Sets may be specifically designated in their product listing as eligible for the 30-Day Love It or Donate It Guarantee (“Eligible Value Set”). This special guarantee applies only to Value Sets expressly identified as eligible at the time of purchase. It does not apply to other products, bundles or orders.

9.1 30-Day Refund Period

If the Customer decides that an Eligible Value Set is not suitable for their space, the Customer may request a full refund within 30 days from the date of delivery, subject to all requirements in this Section.

9.2 Complete Set Requirement

The guarantee applies to the complete Value Set as purchased. For example, where the Value Set consists of a sofa, coffee table and rug, the guarantee applies to the complete sofa, coffee table and rug set. Individual items within the Value Set cannot be refunded separately under this guarantee.

9.3 Donation Requirement

To qualify for the full refund, the Customer must arrange for all items in the complete Value Set to be donated to a registered charity or recognised community organisation. Donations or transfers to private individuals do not qualify unless FusionHome expressly approves otherwise in writing. The Customer is responsible for arranging and covering any collection, transportation or other costs associated with the donation.

9.4 Proof of Donation

The Customer must provide reasonable written or electronic acknowledgement from the relevant registered charity or recognised community organisation confirming receipt of the donated items. FusionHome reserves the right to verify the donation before approving the refund.

9.5 Condition of Items

All items must remain in reasonable and usable condition, allowing for normal use during the 30-day period. The guarantee does not apply where an item has been damaged through:

• Misuse;
• Negligence;
• Accident;
• Improper care;
• Improper assembly;
• Modification;
• Abnormal use; or
• Other Customer-related causes.

Normal use does not, by itself, disqualify the Customer from the guarantee.

9.6 Damage or Defect Upon Delivery

For an Eligible Value Set, Customers must inspect the items promptly upon delivery and unboxing. Any damage, defect, missing component or incorrect item should be reported to FusionHome within 48 hours of unboxing.

The Customer should provide clear photographs and/or videos showing:

• The affected item;
• The damaged area;
• The packaging and protective materials; and
• Any relevant delivery or shipping information.

Damage reported after this 48-hour period may not qualify as a delivery-damage claim, except where otherwise required by applicable law.

9.7 Handling of Damaged Items

Customers must not dispose of, repair, modify, donate or otherwise alter any damaged or defective item before FusionHome has reviewed the claim and provided further instructions. Where FusionHome confirms that an item arrived damaged or defective, the matter will be handled under the applicable damaged/defective product provisions of this Policy. A confirmed delivery-damage or defect claim will not be treated as a 30-Day Love It or Donate It refund request.

9.8 Customer-Caused Damage

Damage caused after delivery through misuse, negligence, accident, improper care, improper assembly, modification or other Customer-related causes will not qualify for the 30-Day Love It or Donate It Guarantee.

9.9 Refund Processing

Once FusionHome has verified the donation proof and confirmed that all requirements under this Section have been satisfied, FusionHome will issue a 100% refund of the purchase price of the Eligible Value Set to the original payment method, subject to any applicable exclusions expressly stated at the time of purchase and applicable law.

Unless otherwise stated, delivery, installation, assembly, donation collection and other ancillary service charges are not included in the purchase-price refund.

9.10 One-Time Guarantee

The 30-Day Love It or Donate It Guarantee is available once per Eligible Value Set order and cannot be combined with another return, refund or promotional offer.

10. Custom, Bespoke & Made-to-Order Products

Custom-made, bespoke, personalised and made-to-order products are produced, sourced or configured specifically according to the Customer's confirmed requirements.

Such products are generally non-returnable and non-refundable once production or fulfilment has commenced, except where:

• The product is defective;
• The product materially differs from the confirmed order;
• FusionHome supplied the wrong product or specification; or
• A refund or other remedy is required under applicable law.

Customers are responsible for carefully checking and approving dimensions, materials, colours, finishes, configurations and other specifications before production begins.

Once the Customer has approved the final specifications or production has commenced, changes may no longer be possible or may incur additional costs.

11. Natural Material, Colour, Texture & Product Variation

Products made using natural, textured, handcrafted or variable materials may contain variations in colour, grain, texture, pattern, veining or finish.

This may apply to, without limitation:

• Wood and timber;
• Stone;
• Marble;
• Leather;
• Fabric;
• Veneer;
• Natural fibres;
• Handcrafted finishes; and
• Other natural or textured materials.

Such variations are inherent characteristics of the material and manufacturing process and do not, by themselves, constitute defects or grounds for return, replacement or refund.

Product images are provided for reference and may vary depending on:

• Lighting conditions;
• Photography;
• Display screens;
• Device settings;
• Surrounding colours;
• Material batches; and
• The natural characteristics of the product.

Where a product uses natural, textured or handcrafted materials, exact colour, grain, pattern or texture matching cannot always be guaranteed.

12. Normal Wear & Tear

Normal wear and tear arising from ordinary use does not constitute a product defect. Depending on the nature of the product, this may include:

• Minor surface marks;
• Gradual fading;
• Natural changes in wood or leather;
• Minor changes in texture;
• Ordinary fabric wear;
• Minor scratches resulting from normal use; and
• Other changes reasonably expected from ordinary use over time.

Customers are responsible for following the applicable care, cleaning and maintenance instructions supplied with the product.

13. Customer-Caused Damage

FusionHome is not responsible for damage caused by:

• Misuse;
• Negligence;
• Accidents;
• Improper cleaning;
• Improper maintenance;
• Unauthorised repairs;
• Modification or alteration;
• Incorrect assembly;
• Incorrect installation;
• Moving or relocating the product after delivery;
• Use contrary to product instructions;
• Exposure to unsuitable environmental conditions; or
• Any other action or omission by the Customer or a third party.

Where installation is carried out by a third party not appointed by FusionHome, FusionHome may not be responsible for defects or damage arising from that installation.

14. Delivery Access & Customer Measurements

Customers are responsible for ensuring that the ordered product can reasonably fit through the intended delivery route and into the intended space.

Customers should verify relevant measurements before ordering, including:

• Doorways;
• Corridors;
• Stairways;
• Lifts;
• Entrances;
• Turning clearance;
• Ceiling height; and
• The intended installation area.

Where a product supplied matches the confirmed order specifications, the inability to move, deliver or install the product because of insufficient access, clearance or space will generally not be considered a product defect or incorrect supply.

Additional delivery, handling, dismantling, lifting, redelivery or other charges arising from access difficulties may be payable by the Customer where applicable.

Where FusionHome has specifically agreed to conduct a site measurement or access assessment, the scope of that assessment will be based on the information and site conditions reasonably available at the time.

15. Oversized, Heavy & Bulky Products

Furniture and other large products may require special handling for delivery, collection and return.

Where a return has been approved, FusionHome may arrange collection or provide reasonable instructions for the return of the product.

Customers may be responsible for reasonable collection, handling, dismantling, repacking or transportation costs where the return is not due to a defect, incorrect product or error by FusionHome.

Customers should not independently dispose of, dismantle or modify a large product that is subject to an active return, refund or warranty assessment without first obtaining instructions from FusionHome.

16. Non-Returnable & Exempt Items

Some items may be excluded from return/refund if:

• They are custom-made, bespoke or personalised;
• They are made-to-order and production has commenced;
• They have been modified according to Customer specifications;
• They are sealed items which cannot reasonably be returned once opened for hygiene or safety reasons;
• They have been installed or materially altered;
• They have been damaged through Customer misuse or negligence;
• They have been disposed of; or
• The listing clearly states “no returns” or “final sale” and the Customer acknowledged this at purchase.

Even where an item is otherwise non-returnable, FusionHome will address valid claims where the item arrived defective, damaged, incorrect or materially not as described, subject to applicable law.

17. Warranty & Product Defects

Any manufacturer's warranty or product warranty applicable to an item is separate from the return and refund rights under this Policy.

A warranty claim does not necessarily provide an immediate right to a refund.

Depending on the nature and severity of the issue, FusionHome may first offer:

• Replacement parts;
• Repair;
• Replacement of the affected item;
• Partial refund; or
• Another appropriate resolution.

Where a defect cannot reasonably be repaired or replaced, FusionHome may provide a refund in accordance with this Policy and applicable law.

A warranty does not generally cover normal wear and tear, misuse, Customer-caused damage, unauthorised modification or improper installation.

18. Dispute Handling

If Customer and FusionHome cannot reach agreement on a return/refund request, FusionHome will review the matter based on documented facts and available evidence.

FusionHome may request evidence including:

• Photos;
• Videos;
• Delivery tracking;
• Packaging photos;
• Order information;
• Product specifications;
• Inspection results; and
• Communication records.

FusionHome will assess the matter based on the applicable terms of this Policy, the confirmed order and applicable law.

19. Customer Responsibilities

Customers are expected to:

• Provide accurate information when placing an order;
• Carefully review product descriptions, dimensions and specifications before purchase;
• Ensure that the product can reasonably access and fit the intended location;
• Inspect products within a reasonable period after delivery;
• Report damage, defects, incorrect items or missing components within the applicable time period;
• Provide reasonable photographs, videos or other supporting evidence when requested;
• Follow FusionHome's return or collection instructions where a return is approved;
• Take reasonable care of products while a return, refund or warranty request is being reviewed; and
• Comply with any product-specific return or refund conditions stated at the time of purchase.

20. Change-of-Mind Returns

FusionHome does not accept general change-of-mind returns or refunds.

A Customer may not return a product simply because they:

• Have changed their mind;
• No longer want the product;
• Selected the wrong product;
• Selected the wrong colour or specification;
• Find that the product is not suitable for their preferred style or space; or
• Decide that they would prefer a different product.

The only exception is where a product or Value Set is expressly identified by FusionHome as eligible for a specific refund guarantee, such as the 30-Day Love It or Donate It Guarantee for selected Value Sets.

The specific terms stated for that product or Value Set will apply.

21. Notification & Visibility

FusionHome will make this Policy reasonably visible to Customers by linking to it:

• On the website/app footer;
• On relevant product pages or at checkout;
• In order confirmation emails; and
• In other relevant customer communications.

Customers will be informed of applicable return and refund conditions before completing their purchase, where reasonably practicable.

Where a product has additional product-specific return, warranty or refund terms, those terms will be made available to the Customer at or before purchase.

22. Refunds for Promotional Offers, Discounts & Bundles

Where a product was purchased as part of a promotion, discount, bundle or special offer, the refund amount may be calculated based on the actual amount paid for the relevant product or set rather than its standard retail price.

Where a promotional condition requires the purchase of multiple products together, cancellation or return of part of the order may affect the promotional pricing applied to the remaining products.

The treatment of promotional discounts, vouchers, credits or other incentives will be determined according to the applicable promotional terms.

23. Fraudulent or Abusive Claims

FusionHome reserves the right to investigate claims where there are reasonable grounds to believe that a Customer has:

• Intentionally damaged a product;
• Provided misleading or inaccurate information;
• Repeatedly abused a promotional return or refund programme;
• Submitted fraudulent or falsified documentation;
• Misrepresented the condition of a product; or
• Otherwise attempted to obtain a refund improperly.

FusionHome may decline a claim where permitted by applicable law.

24. Policy Amendments

FusionHome reserves the right to modify this Policy from time to time. Changes will be effective upon posting the updated version, with the effective date clearly indicated. Unless otherwise required by applicable law, the version of this Policy applicable to an order will generally be the version in effect at the time the order was placed.

25. Applicable Rights

Nothing in this Policy is intended to exclude, restrict or limit any rights or remedies that cannot lawfully be excluded or limited under applicable law.

Where applicable law provides the Customer with rights that are more favourable than those stated in this Policy, those statutory rights will continue to apply.

26. Contact

For questions regarding returns, refunds, cancellations, warranties or product claims, please contact FusionHome through the contact details provided on the FusionHome website or the Customer's order confirmation.

FusionHome

www.fusionhome.ai

clientsuccess@fusiontools.ai