Refund policy

Returns, Exchanges & Refunds Policy

At NJ Home, we take pride in offering thoughtfully designed products that combine distinctive materials, skilled craftsmanship and attention to detail. We want every customer to shop with confidence and know exactly what to expect when their order arrives.

1. Actual Product Images & Natural Variations

Before dispatching an order, we share photographs of the actual product that will be delivered so customers can review its appearance, color, pattern and finish.

Natural Stone Products

Our natural stone collections, including marble Travertine and Onyx, feature unique veins, shades, textures and patterns. These natural variations are inherent characteristics of the material, making each piece distinctive. Such variations are not considered manufacturing defects.

Many of our products are crafted by skilled artisans. As a result, minor variations in dimensions, finishes and detailing may occur.

Wooden & Printed Products

For our digitally printed products, slight variations in colour, shade and tone may occur between the images displayed on our website or shared digitally and the actual product. This is due to differences in screen settings, display brightness, colour calibration, photography lighting and printing processes.

For both the product categories, we share pictures with cutomers via WhatsApp and encourage customers to carefully review the actual product photographs shared before dispatch.


2. Damaged Products — Returns, Exchanges & Refunds

We take care when preparing and packaging orders. However, if a product arrives damaged, NJ Home offers a refund or exchange, subject to verification.

To submit a damage claim, the following conditions apply:

  • Notification within 24 hours: Customers must report any damage within 24 hours of receiving their order.
  • Mandatory unboxing video: A continuous, unedited video must clearly show the parcel being opened and the damaged product being revealed. An unboxing video is mandatory for processing damage claims.
  • Photographic evidence: Clear photographs showing the damage must also be provided.
  • Verification: NJ Home will review the submitted evidence to verify the reported damage.

Once the damage has been verified and the claim approved, NJ Home will initiate a refund or exchange, as applicable.

For approved damage claims, NJ Home will bear the applicable return shipping charges. Customers should contact us for return instructions before shipping any item back.


4. Customised & Made-to-Order Products

All customised and made-to-order products are prepared according to the specifications agreed upon with the customer.

Returns, exchanges or refunds will only be considered under the following circumstances:

  • Incorrect specifications: The product received does not match the design, dimensions, colour or other specifications agreed upon at the time of order confirmation.
  • Damaged products: The product arrives damaged, provided the customer reports the damage within 24 hours of delivery and submits the mandatory unboxing video and photographic evidence, as outlined in Section 2.

In all other circumstances, customised and made-to-order products are non-returnable and non-refundable, including cases involving a change of mind or personal preference.

All eligible claims will be subject to verification by NJ Home. For approved claims involving damage on delivery, NJ Home will bear the applicable return shipping charges.

5. Refunds

Once a refund request has been reviewed and approved, NJ Home will initiate the refund and communicate the applicable processing details to the customer.

Refund processing times may vary depending on the payment method and relevant payment service providers.

6. How to Request a Return, Exchange or Refund

To submit a request:

  1. Contact NJ Home through our official customer support channels.
  2. Provide your order number and relevant order details.
  3. For damaged products, submit the mandatory unboxing video and clear photographs of the damage within 24 hours of delivery.
  4. Wait for our team to review your request and provide further instructions.

Please do not return any product without first contacting NJ Home.

7. Contact Us

For assistance with returns, exchanges or refunds, please contact us through the WhatsApp support option available on our website.