Refund policy

Ebuildhome Refund & Return Policy

At Ebuildhome, we want you to feel confident when ordering our furniture, lighting, and home products. Please review this Refund & Return Policy carefully before placing your order, especially for custom, made-to-order, modified-size, special-finish, and personalized items.

1. Standard Return Period

Eligible standard, non-custom items may be returned within 30 days after delivery.

Return requests for eligible non-custom items must be submitted within 30 days of delivery.

Custom, made-to-order, modified-size, special-finish, and personalized items are not eligible for return unless they arrive damaged, defective, or incorrect.

Please inspect your order within 72 hours of delivery. Return requests for eligible non-custom items must be submitted within 30 days of delivery.

2. Eligibility for Returns and Exchanges

To qualify for a return, the item must be in its original, unused condition.

The item must not have been assembled, installed, hardwired, modified, altered, or used.

The return must include all original parts, accessories, manuals, hardware, and protective packaging.

The product must be returned in its original packaging or equivalent protective packaging approved by us.

A valid receipt or proof of purchase, such as an order confirmation or order screenshot, is required.

Items that are not in resalable condition may be refused or may be subject to additional deductions.

3. Custom and Made-to-Order Items

Custom, made-to-order, modified-size, special-finish, and personalized items cannot be cancelled once materials have been ordered or production has begun.

These items are not eligible for return unless they arrive damaged, defective, or incorrect.

Examples may include custom dimensions, special colors or finishes, modified components, personalized specifications, or products made or sourced specifically for your order.

4. Product-Related Issues: Damage, Defects, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 72 hours of delivery at support@ebuildhome.com.

Please provide clear photos or videos showing the issue, the full product, the outer carton, the shipping label, and the packaging materials.

If the outer packaging is visibly damaged at delivery, please note the damage on the delivery receipt or carrier signature record before signing, when possible.

After assessment, we may provide replacement parts, a replacement product, repair guidance, return instructions, or a refund, depending on the situation.

Please keep the original packaging until the issue is resolved.

5. Returns for Personal Reasons

Personal-reason returns include change of mind, style preference, color preference, ordering the wrong item, or ordering incorrect dimensions when the product supplied matches the order details.

Unopened eligible items: The customer is responsible for return shipping costs. The item must be returned in its original packaging and resalable condition.

Opened eligible items: If the package has been opened but the item remains unused, unassembled, uninstalled, complete, in original packaging, and resalable, a 10% restocking fee may be deducted from the refund to cover inspection, repackaging, handling, and administrative costs. The customer is responsible for return shipping costs.

Original shipping, freight, customs, handling, storage, redelivery, remote-area, or carrier fees may be non-refundable for personal-reason returns.

6. Incorrect Sizing or Incorrect Product

If the customer ordered the incorrect size, finish, model, color, or specification, the return will be treated as a personal-reason return and will be subject to the eligibility rules, return shipping responsibility, and any applicable restocking fee.

If Ebuildhome shipped the wrong item, wrong size, wrong finish, or a product that does not match the confirmed order details, please contact us within 72 hours of delivery with photos and your order information.

For confirmed Ebuildhome fulfillment errors, we will provide an appropriate solution such as replacement parts, a replacement product, return instructions, or a refund.

7. Return Authorization and Return Address

All returns must be authorized by Ebuildhome before being shipped back.

Unauthorized returns will not be accepted and may be refused, returned to sender, or delayed in processing.

You must use the specific return address provided by our customer service team. Do not send returns to the original shipping address, the package sender address, or our company office address unless we specifically instruct you to do so in writing.

Large, heavy, fragile, or oversized items may require a freight carrier return arrangement. Please do not ship oversized items back without written return instructions from us.

8. Return Process

Step 1: Contact us at support@ebuildhome.com with your order number, reason for return, and supporting photos or videos if applicable.

Step 2: We will review your request and confirm whether the item is eligible for return, exchange, replacement, or refund.

Step 3: If the return is approved, we will provide return instructions, the authorized return address, and any applicable return conditions.

Step 4: Ship the item back according to our instructions and provide the return tracking number by email.

Step 5: After we receive and inspect the returned item, any approved refund will be processed to the original payment method within 2 - 5 business days.

Please include a copy of your order confirmation inside the return package.

9. Non-Returnable Items

We cannot accept returns in the following situations:

Items without sufficient proof of purchase.

Return requests made more than 30 days after delivery for eligible non-custom items.

Custom, made-to-order, modified-size, special-finish, or personalized items, unless they arrive damaged, defective, or incorrect.

Items that have been assembled, installed, hardwired, modified, altered, or used.

Items scratched, stained, broken, or damaged due to improper unpacking, handling, assembly, installation, cleaning, misuse, negligence, or accident.

Items returned without authorization or sent to an address not provided by Ebuildhome customer service.

10. Cancellations and Modifications

Orders can be cancelled free of charge within 24 hours of placement.

Cancellations after 24 hours may incur a 5% fee to cover restocking, administrative costs, material preparation, or supplier charges.

Custom, made-to-order, modified-size, special-finish, and personalized items cannot be cancelled once materials have been ordered or production has begun.

Once an order has been packed, shipped, handed to a carrier, or assigned to ocean freight or final-mile delivery, it can no longer be cancelled.

If you refuse a package upon delivery for personal reasons or without prior authorization, any outbound shipping, return shipping, storage, redelivery, customs, handling, or carrier fees may be deducted from your final refund where applicable.

If you need to change your order, please contact us as soon as possible at support@ebuildhome.com. Changes may affect pricing, production time, shipping method, and delivery estimates.

11. Delayed, Lost, or Non-Received Packages

Delivery estimates are provided in good faith and may be affected by production status, ocean freight schedules, customs clearance, port congestion, carrier delays, final-mile delivery appointments, weather, holidays, incorrect shipping information, or other circumstances outside our reasonable control.

If your order exceeds the estimated delivery timeframe and there is no reasonable delivery update, please contact us. We may provide a replacement, reshipment, updated delivery estimate, or cancellation/refund handling in accordance with applicable rules and the specific order status.

If a package is returned, delayed, or lost because the customer provided an incorrect or incomplete address, the customer may be responsible for reshipping, address correction, storage, redelivery, or carrier fees.

If a package is confirmed lost in transit by the carrier, we may provide a replacement or refund depending on the order status, product type, customer preference, and carrier investigation result.

12. Refund Processing

Approved refunds will be issued to the original payment method.

Refund processing may take 2 - 5 business days after we receive and inspect the returned item, but your bank or payment provider may require additional time to post the refund.

Any applicable restocking fee, return shipping cost, freight charge, customs charge, storage fee, redelivery fee, or non-refundable carrier charge may be deducted from the refund where applicable.

13. Contact Information

Email: support@ebuildhome.com

Tel: +1 (303) 210-4023

Address: 99 East Inverness Drive, Suite 250, Englewood, Colorado 80112, USA