Refund & Return Policy

At The Home Quarter, we want you to absolutely love your purchase. Every product is carefully chosen, quality-checked & packaged with love—but if something isn’t quite right, we’ll gladly assist.

Changed your mind?

If you’ve changed your mind, you're welcome to return the item(s) within 7 days of receiving them.

Here’s how to log & send back your return:

  1. Email us at info@thehomequarter.co.za within 7 days of receiving your order, letting us know what you’d like to return, along with your order number.
  2. Make sure items are unused, in their original packaging, & in a resaleable condition.
  3. Package the product securely so it’s protected in transit.

Our team will review your request & get back to you within 24–48 working hours to guide you through the process. We can handle the return via our courier partner, or you're welcome to drop off the return in person at our Paulshof, Johannesburg location within the required timeframe to avoid courier charges. Once your return has been received & assessed, we’ll offer either:

  • a cash refund via your original payment method, or
  • a store credit voucher to use online—your choice.

Please note:

  • All return requests must be logged via email. Unfortunately, we cannot facilitate returns via social media, phone calls, or WhatsApp messages.
  • Original delivery fees aren’t refundable. Courier fees for returns and/or exchanges will be deducted from your refund total if we handle the return.
  • Refunds are processed via the same payment method used for your original order. It may take up to 10 working days for the funds to reflect, depending on your payment gateway of choice.
  • After logging your return, you’ll have an additional 7 days to get the item back to us. Returns beyond this period may not be accepted.

Received something faulty or damaged?

We take extra special care to quality-check every product before it leaves us—but if something arrives damaged or isn’t quite right, we’ll sort it out. Please notify us within 7 days of receiving your parcel. Here’s what to do:

  1. Email 2–3 clear, well-lit photos of the issue to info@thehomequarter.co.za, along with your order number.
  2. Include a short description so we understand what’s wrong.
  3. If return is required, please package the product securely for transit.

Our team will review your query & respond within 24–48 working hours to advise on the next steps. If approved:

  • We’ll arrange for the item to be collected via our courier partner.
  • Once received & assessed, we’ll issue a replacement, or a cash refund/store credit, depending on availability & your preference.

Please note:

  • All return requests must be logged via email. Unfortunately, we cannot facilitate returns via social media, phone calls, or WhatsApp messages.
  • Refunds are processed via the original payment gateway & may take up to 10 working days to reflect.
  • Replacement items are dispatched only once the original product is received.
  • After logging your return, you’ll have an additional 7 days to arrange collection. Late returns may not be accepted.

Collection Orders

We’ll safely store uncollected orders for up to 2 years from the order date. After that, we may donate them to a charity or organisation of our choice.

Please note:

  • Once collected, the standard 7-day return window applies.
  • A 50% cancellation fee will apply if you choose to cancel an uncollected order after 30 days from the order date.
  • Orders that remain uncollected after 90 days will no longer be eligible for return or refund, even if they’ve not yet been collected.
  • While we’ll do our best to remind you of the collection, the responsibility to collect remains with you.

Custom & Special Order Items

Some orders are placed on special request—this includes:

  • Products ordered in larger quantities than what we typically carry in stock, and
  • Customised or made-to-order designs produced in collaboration with our suppliers.

As these items are specially sourced or produced for you, they are considered final sale & non-refundable.

Please note:

  • This applies particularly to orders paid via EFT, where stock is secured & imported specifically at your request.
  • We are unable to cancel, exchange or refund these once your order has been confirmed & payment has been received.

If you’re unsure whether your order qualifies as a special order, you’re welcome to email us at info@thehomequarter.co.za prior to payment.

Refund Vouchers

Chosen a store credit instead of a cash refund? Here’s how it works:

  • Vouchers are non-transferable & linked to your original email address.
  • They are not redeemable for cash & do not earn interest.
  • If your new order exceeds the voucher amount, you can pay the difference using any of our payment methods on offer at checkout.

Need help?

Still unsure or have a question? Drop us an email at info@thehomequarter.co.za—we're always happy to assist.