Return Policy
General:
From the first email you send to customer service about your return, it will be processed. Due to busyness, it is not always possible to respond immediately. Sending multiple emails is not necessary: it will be processed as soon as possible.
Should you be dissatisfied with the order received for any reason, please contact us (https://living-houses.com/pages/contact) If you have any problems with the shipping or the product, please contact us and our team will help you immediately.
It may happen that you want to return an order. Perhaps because you don't like the product or maybe there is another reason why you wouldn't want the order. Whatever the reason, you have the right to cancel your order up to 30 days after receipt without giving any reason.
After cancellation, you have another 30 days to return your product. You will then be credited with the full order amount including shipping costs. Only the costs for returning from your home to the webshop are for your own account. These costs are approximately 8.95€ per package, for the exact rates consult the website of your carrier. If you make use of your right of withdrawal, the product will be returned to the entrepreneur with all accessories supplied and – if reasonably possible – in its original condition and packaging. To make use of this right, please contact us via https://living-houses.com/pages/contact We will then refund the order amount due within 14 days after registration of your return, provided that the product has already been returned in good order.
Should the product be damaged or the packaging is damaged more than necessary to try the product, we can pass on this depreciation of the product to you. So treat the product with care and make sure it is well packaged when returned.
For sealed products. If the seal is broken, these products are not returnable.
which have been established by the entrepreneur in accordance with the consumer's specifications (customization):
which are clearly personal in nature;
which, by their very nature, cannot be returned.
Damaged products on arrival
How annoying! Unfortunately, it can happen that your product is damaged during transport. If you have received a damaged or incorrect product, please contact us within 30 days of receiving the product. After that, unfortunately, the return period expires, for the fastest solution, send us an email with a photo showing the damaged part
of the item. The most optimal photos are on a flat surface on which the label and defect can be clearly seen. We will use this information to help you with your order and to avoid errors in the future
For defects, we always deliver a new package or a refund the first time. Does it arrive defective the second time? Then we will refund your full purchase price. For questions about damaged product on arrival, please contact us at
Delivery of wrong products
We do our utmost to process all orders correctly. Unfortunately, it can sometimes happen that orders slip through and we deliver you the wrong product. Of course we will solve this and send you the correct order free of charge. For questions about the delivery of the wrong products, please contact customer service
CLICK HERE FOR OUR CONTACT PAGE
If it is not yet clear, we have listed some frequently asked questions about our return policy here:
What is the return period?
You can return a product within 30 days of receiving your order.
How long does it take to get my money back?
A full refund will be issued to the original
Payment method after we have received the products, inspected them and confirmed that the products have just been opened. All customers must contact us after returning the package and provide us with Track & Trace details so that we can process the refund.
Note: Most financial institutions take an average of 3-5 business days to process the refund.
Do I have to pay for my return shipping?
Yes, all customers are responsible for the cost of their return shipping. We recommend that you send returns with a Track & Trace, as we cannot claim responsibility for lost returns.
Can I return my product without contacting you?
No, you should contact us before sending a return, as the return address may be different from the address your order originally came from.
How can I contact you?
You can contact us by email at info@living-houses.com or on our Contact Us page. The Living Houses team works from Monday to Friday, from 08:00 to 19:00. We always guarantee a response within 3 working days and are happy to help you!
My order is damaged, what should I do?
For the quickest solution, please include a photo showing the poor quality or damaged part of the item. The most optimal photos are on a flat surface on which the label and defect can be clearly seen. We will use this information to help you with your order and to avoid mistakes in the future. If you have received a damaged or incorrect product, please contact us within 30 days of receiving the product. After that, unfortunately, the return period expires.
Exchange product?
Do you want to exchange your product? That's not a problem at all. You can contact info@living-houses.com for this , but you will bear the costs for returning the product yourself.
I have given a wrong delivery address!
Accidentally provided the wrong delivery address? Please contact us as soon as possible. We will then try to change the order for you: info@living-houses.com
In summary general right of return:
- Return Period: Customers can return items within 30 days of receipt.
- Return period: 30 days for returns after withdrawal.
- Refund: Full refund including shipping costs; Customers bear the shipping costs for return shipping (approx. €8.95 ).
- Condition of the product: Items must be returned in their original condition and packaging.
Special conditions:
- Damaged or wrong products: please contact the photo of the defect within 30 days.
- Exclusion of exchanges: Sealed products, custom-made or personal items.
Process and contact:
- Contact before returning: The return address may vary, so prior contact is necessary.
- Contact details: Email: info@living-houses.com
- Incorrect delivery address: Contact customer service immediately.
CONTACT DETAILS:
Company Name: Ascend One
Company number: 77726326
Email Address: info@living-houses.com
Registered Address: RM A29/F,
Prince Industrial Building
706 Prince Edward Road East KL
Hong Kong
Any questions? Check out our Frequently Asked Questions
Or contact us via our Contact page