Refund policy

Order Cancellations

Orders can be cancelled before they are dispatched. If you’ve changed your mind or need to make a correction, please email us at support@backhomecompany.com or reach out via WhatsApp on + 918989731555 within 12 hours of placing your order. If your order hasn’t already shipped, we’ll cancel it and process your refund within 5 business days to your original payment method.

Returns: When They’re Accepted

We only accept returns for items that are damaged, defective, or if you received the wrong product. If this happens, we’re truly sorry and will make it right. Please send us a clear photo of the item along with your order number within 24 hours of delivery so we can verify the issue and assist you with the next steps.

Unfortunately, we do not accept returns for products that have been opened or used, or for change-of-mind reasons such as fragrance preferences or packaging. Due to hygiene and safety concerns, we are unable to restock these items.

How to Return an Item

If your return is approved, we’ll send you detailed instructions and may provide a prepaid return label, depending on your location. Please pack the product securely in its original packaging and ensure all labels are intact. Once the returned item is received and inspected, we will either issue a full refund or send a replacement, based on your preference and product availability.

Refund Timelines

Refunds will be processed once the returned product is received and approved. For prepaid orders, please allow 7–10 business days for the refund to reflect in your original payment method. For Cash on Delivery (COD) orders, we will request your bank account details and initiate a transfer within the same 7–10 business day window.

*Shipping fees are non-refundable unless the return is due to our error, such as receiving the wrong or damaged product.

Replacements & Exchanges

We offer replacements only for products that are damaged or incorrect. Exchanges for other products are not available at this time. If your replacement item is unavailable, we’ll issue a refund instead.

What Can’t Be Returned

Products that have been opened, used, or returned without original packaging unfortunately cannot be accepted. We also don’t accept returns on sale items, gift cards, or promotional freebies. If more than 24 hours have passed since your delivery and you haven’t reported an issue, we will not be able to process a return or refund.

Delivery Issues

If something is missing from your package or arrives damaged, please notify us within 24 hours. Include photos and your order number so we can investigate promptly. Once verified, we’ll send a replacement or issue a refund as appropriate.

Our Promise

We created Back Home to offer comfort, care, and a moment of pause in your day. While we may not be able to accommodate every return, we are committed to resolving genuine concerns with honesty and efficiency. Your satisfaction—and your peace of mind—mean everything to us.