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Returns and Refunds Policy

We want you to be completely satisfied with your purchase. If you're not happy or if something goes wrong, we’re here to help.

30-Day Return Policy

You may return most items within 30 days of delivery for a refund or exchange, provided they meet the following conditions:

  • Item must be unused, unassembled, and in brand-new condition

  • Returned in original packaging with all original parts, tags, and documentation

  • Return must be initiated within 30 days of the individual item’s delivery (not the full order)

Non-returnable items:

  • Clearance or final sale items

  • Custom or made-to-order products

  • Offline purchases or non-listed items

  • Items marked “Non-Returnable”

  • Products returned without original packaging or that have been assembled or damaged

Items returned without authorization will be rejected upon delivery.

How to Return an Item

Please follow these steps to ensure your return is processed smoothly:

1. Prepare Your Return

  • Pack the item exactly as it was delivered. Use clear tape only and remove unrelated paperwork.

  • If original packaging isn’t available, notify customer service in advance.

  • Do not combine different products in one box unless instructed.

For large furniture:
Use a pallet to secure the return. Make sure all packages are tightly strapped down for pickup.

2. Print Labels & Stickers

  • Apply return labels and SKU stickers to the corresponding items.

  • For multi-box or multi-quantity orders, print and match each label correctly.

  • If the courier picks it up, provide them the label at pickup.

3. Return the Package

Option A: Pickup

  • Be available at the scheduled pickup time.

  • Missed pickups due to customer responsibility may incur a rebooking fee.

  • If courier fails to arrive, notify our customer service.

Option B: Drop-off

  • Drop at your local courier or SSS Home Needs local facility within 7 days of receiving the label.

  • Take photos of the drop-off and upload them or send to customercare@ssshomeneeds.com.

4. Proof of Return

  • Upload a receipt or courier tracking if you’re returning the item yourself.

  • If you used our return labels, provide photos of handoff to the courier or drop-off at collection points.

5. Refund Processing

  • Once the return is delivered and inspected (within 3–7 days), refunds are processed within 3–5 business days.

  • Refunds go back to the original payment method.

  • Credit card refunds may take up to one billing cycle to appear on your statement.

After-Sale Requests – What to Submit

To speed up resolution, please provide the following:

For General Returns:

  • Photos of the outer box, labels, and product packaging

  • Clear photos of the item(s) received

  • If unopened, show the sealed package. If opened but unused, take photos with the product still inside the box.

For Damaged or Defective Items:

  • Clear images of the damage or issue

  • For toilets: barcode photo + video showing malfunction

  • For lighting: photo of wiring or defect

  • For other items: full product photo, close-up of issue, and video if needed

For Missing Parts:

  • Photo of all parts laid out

  • Photos of box, packaging, and included items for comparison

Incorrect, Incomplete, or Damaged Orders

Wrong Item Received

Contact us immediately with photos and order info. We’ll send a prepaid return label and ship the correct item or issue a refund.

Missing Item/Parts

Notify us within 48 hours of delivery. Include photos of packaging and received contents.

Damaged Products

  • Report damage within 48 hours of delivery

  • Provide clear photos and retain all packaging

  • Do not discard damaged items before our team confirms next steps

  • Avoid refusing delivery; accept and document damages instead

SSS Home Needs is not liable for labor or project delays caused by incorrect or damaged items. Please wait for delivery and inspection before scheduling installation.

Additional Terms

  • Refunds for cancelled orders are issued within 24 hours after confirmation.

  • Refunds for returned items are issued after inspection, typically within 3–5 working days.

  • Prepaid return labels may be available in select regions. If unavailable, the return must be arranged by the customer.

  • Items returned in poor condition or without proper packaging may be denied or incur a restocking fee of up to 30%.

Important Disclaimers

  • Unauthorized handyman or installation services are not covered.

  • Refused or undeliverable packages due to incorrect address or absence will incur handling/shipping fees.

For all return inquiries, contact our team at customercare@ssshomeneeds.com. We’re here to help!