Return & Cancellation Policy

1. Customer Responsibility Before Purchase

Before completing any purchase, customers are required to thoroughly research and confirm all product details. This includes, but is not limited to:

• Product dimensions and cut-out requirements
• Installation requirements
• Product condition and cosmetic expectations
• Warranty coverage and terms
• Stock availability and lead times
• Any other specifications relevant to the product

It is the customer's responsibility to ensure the product is suitable for their intended use and location. Value House is not liable for incorrect purchases resulting from insufficient research.

2. Order Cancellations

Once an order has been paid for, the following cancellation rules apply:

• A 20% cancellation fee will be charged if the item has not yet been delivered, or if the cancellation request is made within 24 hours from the time of delivery.
• If more than 24 hours have passed since delivery, the cancellation request will be declined.
• These fees cover administrative costs, handling, and restocking processes associated with cancelled orders.

3. Returns (Only If Approved by Value House)

Returns are not automatically accepted. In special circumstances where Value House agrees to accept a return:

• Additional fees will apply for collecting the item from the customer's address, or re-delivering the item if free shipping was originally provided.
• All returned items must be in the exact same condition as when they were received, including packaging, accessories, manuals, and protective materials.
• If the item is not returned in its original condition, a 10% repackaging fee will be charged in addition to any other applicable fees.
• Items that have been installed, used, damaged, or altered may not be eligible for return.

4. Dead on Arrival (DOA) or Faulty Within 1 Week

If an item is received dead on arrival or develops a fault within the first 7 days:

• Value House reserves the full right to inspect the item using any method deemed appropriate before issuing a refund or replacement.
• Refunds or replacements will only be processed after the item has been collected and inspected.
• If the inspection confirms the fault, the customer will receive either a replacement or a refund, depending on availability.

5. Faults After 1 Week of Delivery

If a product becomes faulty after the first week of receiving it, the following process applies. Value House may choose any of the following solutions:

• Attend the customer's home to attempt an on-site repair
• Collect the item for back-to-base repair, then return it once repaired
• Provide a like-for-like swap if repair is not possible

If the product is deemed unrepairable, and a suitable replacement is not available, the customer is entitled to a full refund, which will be issued after the item is collected from the customer's premises.

6. Condition of Returned or Collected Items

All items being returned or collected must:

• Be accessible for pickup
• Be in the same condition as originally delivered
• Include all accessories, shelves, trays, hoses, manuals, and packaging

Failure to meet these conditions may result in additional fees.

7. Behaviour, Communication & Resolution Time

Value House is committed to providing professional, respectful, and efficient service to all customers. We kindly ask customers to:

• Allow reasonable time for issues to be assessed and resolved
• Communicate respectfully with staff members
• Avoid aggressive or abusive behaviour

Our team will always do their best to assist and provide the highest level of service.