Return Policy

At Purchena Homes (purchenahomes.com), we want you to be completely satisfied with your purchase of home furnishings and rugs. If you are not happy with your order for any reason, our return policy is designed to be simple, fair, and straightforward. Please read the following guidelines carefully to understand our return process, eligibility requirements, and refund details.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:
  • Returned within 30 calendar days of the delivery date (as confirmed by your shipping tracking information).
  • In original condition: unused, unwashed, undamaged, and in the original packaging with all tags, labels, and accessories intact (e.g., rug pads, furniture assembly parts).
  • Not a custom-made, personalized, or final sale item (these are marked as non-returnable on the product page).
Note: Rugs and furniture items that show signs of wear, stains, damage, or alteration will not be accepted for return, and no refund or exchange will be issued.

2. How to Initiate a Return

Follow these simple steps to start your return:
  1. Contact our customer support team at purchenahomes@outlook.com with your order number, product name, and reason for return (e.g., wrong size, change of mind, defective item).
  2. Our team will review your request and send you a Return Authorization (RA) number via email within 24 business hours. This number is required for all returns—packages without an RA number will be rejected and returned to you.
  3. Package your item securely (we recommend using the original packaging if possible) and clearly write the RA number on the outside of the package.
  4. Ship the package back to the address provided in the RA email. You are responsible for the return shipping cost, unless the return is due to our error (e.g., defective item, wrong product shipped).

3. Return Shipping & Handling

You may choose any trusted carrier to ship your return, but we recommend using a service with tracking and insurance (especially for large items like rugs or furniture) to ensure your package arrives safely. Purchena Homes is not responsible for lost, stolen, or damaged packages during the return process.
For large or heavy items (e.g., oversized rugs, bulky furniture), return shipping fees may be higher. If the return is due to our error, we will reimburse your return shipping cost—please provide a copy of your shipping receipt for reimbursement.

4. Refund Process

Once we receive and inspect your returned item (typically 3-5 business days after delivery to our warehouse), we will process your refund as follows:
  • If your return is eligible, we will issue a refund to your original payment method (e.g., credit card, debit card, PayPal).
  • Refunds typically take 7-10 business days to appear in your account, depending on your bank or payment provider’s processing time.
  • Original shipping fees are non-refundable, unless the return is due to our error.
  • If you received a discount or free shipping on your order, the discount will be deducted from your refund if the return reduces your order total below the discount threshold.

5. Defective or Damaged Items

If your item arrives defective, damaged, or incorrect (e.g., wrong size, wrong color), please contact us at purchenahomes@outlook.com within 7 calendar days of delivery. Include your order number and clear photos of the defect or damage, and we will:
  • Send you a replacement item at no additional cost, or
  • Issue a full refund (including original shipping fees) and provide a prepaid return label for the defective item.

6. Exchanges

If you wish to exchange an eligible item for a different size, color, or product, please follow the return process above and note your desired exchange in your email to our support team. Once your return is received and inspected, we will process the exchange and ship the new item to you. Any price difference between the original item and the exchanged item will be charged or refunded accordingly.

7. Final Sale Items

Items marked as “Final Sale” on our website are not eligible for return, exchange, or refund, unless they are defective or damaged upon delivery (per Section 5).

8. Contact Us for Return Assistance

If you have any questions, concerns, or need help with your return, please reach out to our customer support team at:
Email: purchenahomes@outlook.com Website: purchenahomes.com
Please include your order number and RA number (if applicable) in your email to help us assist you quickly. We aim to respond to all return inquiries within 24 business hours.