Refund policy
Refund Policy
At Laiya Home, every piece is selected with care and shipped with the intention of bringing lasting character into your home. If something is not quite right, this policy explains how returns, cancellations, refunds, and the EU right of withdrawal work.
EU Right of Withdrawal
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without giving a reason.
The withdrawal period begins on the day you, or a person nominated by you, receives the item. If your order is delivered in multiple shipments, the withdrawal period begins when the final item in the order is delivered.
To exercise your right of withdrawal, you must notify us within 14 days of delivery. You may start a return, cancellation, or withdrawal request through your customer account at account.laiyahome.com, or by using the “Returns & Cancellations” link in our store footer. You may also contact us at:
support@laiyahome.com
After notifying us of your withdrawal, you must send the item back within 14 days.
Return Shipping Costs
For change-of-mind returns and EU right of withdrawal returns, the customer is responsible for the direct cost of return shipping, including postage, packaging, freight, pallet transport, carrier collection fees, and any related return delivery charges.
We do not offer free returns unless the item is defective, damaged, incorrect, or we are otherwise required to cover return costs by applicable law.
For oversized furniture, fragile items, pallet deliveries, or freight shipments, return costs may be higher than standard parcel rates. You may arrange your own suitable return carrier, or you may contact us to ask whether a return collection can be arranged. If we arrange return transport on your behalf, the direct return shipping cost may be deducted from your refund where permitted by law.
The customer is responsible for returning the item safely, securely, and with appropriate packaging, tracking, and insurance. Laiya Home is not responsible for return shipments that are lost, damaged, delayed, or returned in unsuitable packaging.
Condition of Returned Items
Returned items must be handled with care and returned in a condition suitable for resale.
You may inspect an item as you would in a physical store. However, items must not be used, installed, assembled, altered, washed, stained, marked, damaged, exposed to moisture, exposed to smoke, exposed to pets, exposed to outdoor weather where not suitable, or otherwise handled beyond what is necessary to inspect the item.
Items should be returned in their original packaging where reasonably possible, including protective materials, labels, manuals, accessories, and all included components.
If an item is returned used, damaged, missing parts, missing packaging, inadequately packaged, or handled beyond what is necessary to inspect it, Laiya Home may reduce the refund to reflect the diminished value of the item, where permitted by applicable law.
Non-Returnable Items
The following items are not eligible for change-of-mind returns unless they are defective, damaged, incorrect, or returnable under applicable law:
• Gift cards
• Custom, bespoke, made-to-measure, personalized, or specially configured items made to the customer’s specifications
• Items clearly marked as non-returnable where permitted by law
• Items damaged after delivery due to misuse, improper assembly, improper care, unsuitable storage, outdoor exposure where not suitable, or failure to follow care instructions
Standard sale, discounted, or promotional items are returnable where required by applicable consumer law.
Cancellations
You may request to cancel an order before it has been fulfilled, dispatched, handed to a carrier, or prepared for shipment.
Once an order has been fulfilled, dispatched, handed to a carrier, or prepared for shipment, cancellation may no longer be possible. In that case, you may need to follow the return process after delivery.
For custom, bespoke, personalized, made-to-measure, or specially configured items, cancellation may not be possible once production, sourcing, customization, or preparation has begun.
Damaged, Defective, or Incorrect Items
Please inspect your order carefully when it arrives.
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at:
support@laiyahome.com
Please include your order number, clear photos of the item, photos of the packaging, and a short description of the issue.
For damaged, defective, or incorrect items, we will assess the issue and provide an appropriate remedy, such as repair, replacement, refund, or another solution required by applicable law.
Our request that you contact us promptly helps us resolve supplier and carrier claims efficiently, but it does not limit any statutory consumer rights you may have.
Refunds
Refunds are issued to the original payment method.
For EU right of withdrawal returns, we will refund eligible payments within 14 days of receiving your withdrawal request. However, we may withhold the refund until we have received the returned goods or until you provide proof that the goods have been sent back, whichever occurs first.
Where required by law, the refund will include the price paid for the returned item and the least expensive standard delivery option originally offered for the order.
Extra costs for upgraded, express, special, pallet, room-of-choice, white-glove, or other premium delivery services are not refunded unless required by law.
Return shipping costs are the customer’s responsibility for change-of-mind and right of withdrawal returns.
Once your refund has been processed, your bank, card provider, or payment provider may take additional time to post the funds to your account.
Store Credit
Where available, store credit may be offered as an alternative to a refund. You are not required to accept store credit where you are legally entitled to a refund to your original payment method.
Business, Trade, and Hospitality Orders
At Laiya Home, we value our trade, hospitality, and professional clients, and we will always aim to work with you in good faith if an issue arises. While commercial-use orders are handled differently from consumer household purchases, our goal is to provide a fair, practical, and professional resolution wherever possible.
Orders placed by businesses, trade customers, interior designers, hospitality buyers, procurement teams, restaurants, villas, hotels, or other professional customers for business or commercial purposes may not qualify for consumer right of withdrawal protections.
For business, trade, hospitality, or other B2B orders placed for commercial purposes, all sales are final unless the item is defective, incorrect, damaged on arrival, returnable under applicable law, or unless Laiya Home has agreed to the return in writing.
Change-of-mind returns, free returns, and cancellations after fulfilment are not offered for B2B or commercial-use orders unless agreed by Laiya Home in writing.
If a B2B or commercial-use item arrives damaged, defective, or incorrect, the customer must contact us as soon as possible at support@laiyahome.com with the order number, clear photos of the item, clear photos of the packaging, and a short description of the issue.
Where a remedy is required by applicable law or agreed by Laiya Home, we may offer repair, replacement, store credit, refund, or another appropriate remedy depending on the circumstances.
This section does not affect any rights that may apply under mandatory law if an item is defective, incorrect, damaged, or not as described.
Legal Guarantee
Nothing in this policy limits your statutory rights.
For EU consumers, goods are covered by the applicable legal guarantee for faulty goods or goods that do not match the description. Where a product is defective, incorrect, or not as advertised, you may be entitled to repair, replacement, price reduction, refund, or another remedy under applicable consumer law.
Contact
For returns, cancellations, damaged items, or refund questions, please contact us at:
support@laiyahome.com
Laiya Home