1. Which purchases this policy covers
This policy applies to physical furniture and home products purchased directly from Kaimiloa Home. It does not replace the return terms of another retailer from whom you purchased, even if a similar product appears in our catalog. Please retain your Kaimiloa Home order confirmation, invoice and payment receipt.
Any product-specific exception must be shown or provided before you agree to the purchase. If our confirmation contains an error or a restriction that was not disclosed before purchase, contact us so we can resolve it; a new restriction will not be applied retroactively to an accepted order.
2. The 30-day return request window
For an eligible change-of-mind return, email us within 30 calendar days after the item is delivered. Day one is the calendar day following delivery. For an item supplied in several required cartons, use the delivery date of the final required carton. Separate items in an order may have different delivery dates and return windows.
Your initial request must identify the order and item. If we ask for additional information, a request made within the window is not treated as late solely because we are still reviewing it. Do not ship the item until we provide authorization and the correct destination. The return dispatch or collection date will be agreed in those instructions.
3. Condition, packaging and contents
Change-of-mind returns must be unused, unassembled, free from new damage or alteration, and complete with the supplied parts, hardware, accessories and instructions. Reasonable handling to inspect an item is different from ongoing use. If an issue becomes apparent only during assembly or normal inspection, contact us under the damaged or defective goods section rather than assuming the item cannot be returned.
Keep the original cartons, corner protection and internal packaging where possible. If they are unavailable or unsafe, ask us about suitable replacement packaging before dispatch. Furniture must be packed adequately for the agreed transport method. Please do not attach tape or shipping labels directly to finished furniture surfaces.
4. Product-specific exclusions
Custom-made, personalized or made-to-order products, and items expressly marked final sale, may be excluded from change-of-mind returns only when the exclusion has been clearly disclosed before purchase. Any non-cancellable production milestone must also be disclosed and agreed before work begins.
Items damaged by misuse, unauthorized modification, improper assembly or continued use are not eligible for an ordinary change-of-mind return in that damaged condition. These exclusions do not remove remedies for goods supplied damaged, defective, incorrectly described or incorrectly shipped, or any rights that cannot be waived.
5. How to request a return
Email support@kaimiloahome.com with the subject ‘Return request’ and provide the information below. You may also call +1 (808) 301-7868 for help starting a request. Please do not send full payment card numbers, card security codes or identity documents.
- Your order reference and the name or email used for the purchase.
- The product name, store SKU, selected color or size, and quantity to return.
- The delivery date and a short explanation of the reason for the request.
- For damage, defects or an incorrect item: clear photographs of the item, the affected area, carton condition and shipping label, where available.
- Whether the item is assembled and whether the original packaging is available.
We will review the request and respond with the next steps. A return authorization is a routing and handling instruction; the final refund assessment depends on the circumstances and condition of the item received. Keep a copy of the correspondence.
7. Return costs and refundable amounts
For a change-of-mind return, the customer is responsible for the actual return transport cost. Because furniture freight varies by dimensions, weight, destination and service level, we do not publish an invented flat return fee. We will explain a carrier quote or an agreed customer-arranged shipping option before you authorize collection or dispatch.
For an eligible change-of-mind return, the refund normally covers the item price paid and refundable tax. Original delivery or other services already performed are not refundable unless we agreed otherwise or applicable law requires it. We do not charge a standard restocking fee. Any permitted adjustment for missing parts or damage will be explained with supporting details rather than deducted without notice.
When the return is due to a verified defect, transit damage, an incorrect item or our fulfillment error, we cover reasonable approved return or collection costs and applicable refundable delivery charges. Please agree the remedy and transport arrangements with us before purchasing a shipping service. No mandatory consumer remedy is reduced by a routine change-of-mind cost rule.
8. Parcel returns and large furniture collection
Small items may be returned by tracked parcel service. Retain the tracking number and acceptance receipt until the return is resolved. If you arrange transport, choose a service suitable for the item’s size and value and consider adequate transit protection. Contact us promptly if a return shipment is delayed, damaged or appears lost so we can assist with the carrier process.
Large, heavy or multi-carton furniture may require a scheduled freight collection. The item must be safely accessible and ready for the agreed service; disassembly, packing, stairs service or room removal is not included unless expressly arranged. We will explain collection access requirements and any actual additional service cost before it is incurred. Do not attempt to move unsafe or severely damaged furniture yourself.
9. Damaged, defective, missing or incorrect goods
Inspect the delivery when reasonably possible. Please report visible transit damage, missing cartons, missing parts or an incorrect item promptly, ideally within 48 hours, to help us investigate with the carrier or supplier. This reporting request is not an automatic forfeiture of your rights, and problems that are not reasonably visible on delivery should be reported when discovered.
Keep packaging and the affected item while we review the issue, unless retaining them creates a safety risk. Stop using an item that may be unsafe. Where appropriate, we may agree to provide a missing or replacement part, a repair, a replacement item or a refund. Any remedy must be suitable for the issue and consistent with applicable rights; you will not be required to accept store credit instead of a refund to which you are entitled.
Do not dispose of, repair or return the item at your own cost without discussing the plan with us, except when urgent action is reasonably necessary for safety. If an item cannot be collected safely, we will discuss a practical resolution and any documented disposal instructions.
10. Receipt and inspection
We inspect returned goods within 5 business days after the receiving location records delivery. Business days are Monday through Friday, excluding applicable U.S. holidays. We will compare the return with the approved request and notify you of the result by email.
If a return is incomplete, damaged in a way unrelated to the original claim, or otherwise different from the agreed condition, we will explain the issue and discuss the available resolution. Any lawful partial refund or refusal will include a reason. A request for evidence or an inspection step does not override a refund deadline imposed by applicable law.
11. Refund method and timing
Approved ordinary return refunds are issued to the original payment method within 10 business days after approval. Your card issuer or bank may require additional time to post the credit; that posting time is separate from our refund processing time. We will provide confirmation when a refund is issued.
Refunds will not be redirected to a different card, a third-party account, cryptocurrency or an unverified payment destination. If the original account has closed, contact us and your payment provider so an appropriate, secure refund route can be established. We do not charge a fee simply to issue an approved refund.
Refunds for an order we cannot ship, a qualifying cancellation or another situation with a shorter legally required deadline are processed promptly under the applicable requirements. They are not delayed by the inspection timetable for physical returns when there is no item to return. If a credit has not appeared, first check with your bank and then contact us with the order and refund reference.
12. Exchanges and replacement orders
Contact us if you would prefer a different eligible color, size or item. An exchange depends on availability and may be handled as a return followed by a separate order. We cannot reserve a replacement simply because a return request has been opened.
Before you agree, we will explain any price difference, return freight and delivery charge for the new item. If we supplied the wrong item or are replacing goods because of an accepted damage or defect claim, the applicable remedy will not be treated as a customer-funded change-of-mind exchange.
13. Order changes, cancellation and refused delivery
Request an order change or cancellation as soon as possible using your order reference. Standard orders cancelled before dispatch receive a full refund. If a carrier has collected the goods, interception may not be possible and the applicable return process will be discussed. We will not say an order has been cancelled until we confirm it in writing.
For custom production, any exception to pre-dispatch cancellation must have been disclosed and agreed before the order was accepted. If we cannot meet an agreed shipment date, the shipping-delay cancellation process applies separately; ordinary custom-order wording does not remove mandatory rights.
Do not use an unannounced refusal of delivery as a substitute for contacting us. If delivery is refused because goods are visibly damaged or incorrect, document the issue and tell us promptly. For a change-of-mind refusal or an undeliverable customer address, we will explain any actual, lawful carrier charges before finalizing the refund assessment.
14. Product variation and warranty questions
Wood grain, natural knots, fabric texture and screen-dependent color differences may vary within the description of the item. This does not excuse a material difference from what was agreed. If the appearance, measurements or contents do not match the accepted product information, contact us with photos and the relevant listing or confirmation.
A manufacturer’s warranty, if applicable, is separate from this return policy and must be confirmed for the exact product and seller arrangement. We do not promise that a warranty shown on another retailer’s website automatically transfers to a Kaimiloa Home purchase. Contact us for the written terms before ordering if warranty coverage affects your decision.
15. Contact, records and your rights
For returns, exchanges, cancellation or refund questions, email support@kaimiloahome.com or call +1 (808) 301-7868. Please include the order reference in follow-up messages so we can keep the history together. We will work with you to understand and resolve the issue; contacting us does not prevent you from exercising lawful payment-dispute or consumer rights.
Kaimiloa Home is operated by Caleb Kaimiloa Trading LLC. Business correspondence: 68-090 Au St Apt 511E, Waialua, HI 96791, United States. This address is not a showroom or an approved return location unless we expressly confirm it. Policy changes apply prospectively and will not reduce the rights agreed for an already accepted order.
Let’s work through it together.
Include your order reference or store SKU so we can help with the right item.
support@kaimiloahome.com ↗+1 (808) 301-7868