Return & Refund Policy

By placing an order on www.amoura-home.com, you confirm you have read and agree to this Return & Refund Policy. Our aim is to make returns fair, clear, and fast while protecting product quality and customer safety. All timeframes below refer to business days (Mon–Fri), excluding public holidays.

1. Return Window & Eligibility
  • Return window: You may request a return within 30 days of delivery.
  • Condition of goods: Items must be unused, unworn, unwashed, and in original condition with all tags, accessories, manuals, and manufacturer packaging included.
  • Proof of purchase: A valid order confirmation or receipt is required.
  • Pre-authorisation required: Returns must be approved by our team before you ship them back. Parcels sent without approval (RMA) will not be accepted.
2. What You Can’t Return

To protect customers and comply with health & safety standards, the following are not returnable (unless defective):

  • Hygiene/safety-sensitive products (as indicated on the product page).
  • Items showing wear, use, cleaning, alteration, or damage after delivery.
  • Items missing original packaging, tags, or accessories.
  • Gift cards/e-gift cards.
  • Final sale items where clearly marked (if returnable, they are store credit only).
3. Start a Return (Step-by-Step)
  1. Email us: support@amoura-home.com with your order number, item(s), and reason for return.
  2. Approval: We will review and reply with return authorisation (RMA) and instructions, typically within 1–2 business days.
  3. Pack securely: Use the original packaging where possible; include all components and your RMA inside the parcel.
  4. Ship: Send the parcel using the carrier and address provided in your approval email.
  5. Proof of postage: Keep your receipt and tracking number until your refund/exchange is completed.

Important: Do not send returns to our registered company address unless we specifically instruct you to do so in the approval email.

4. Who Pays for Return Shipping
  • Change-of-mind / size / colour: Customer pays the return shipping. Original shipping fees (if any) are non-refundable.
  • Damaged/defective/incorrect item received: We will cover reasonable return shipping (or replace without requiring a return) once approved by our team.
5. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If an item is damaged, defective, or not what you ordered, contact us within 7 business days of delivery and include:

  • Clear photos of the product, the outer packaging, and the shipping label.
  • A brief description of the issue and your order number.

    Once verified, we will offer a replacement, repair, or refund, and provide a prepaid return label if a return is required.
6. Exchanges

To receive a different size, colour, or product quickly, we recommend a return for refund followed by placing a new order. If you prefer, our team can facilitate an exchange after your original item is received and approved.

7. Cancellations
  • 4-hour cooling-off window: You may cancel your order within 4 hours of purchase by emailing support@amoura-home.com.
  • After this window, orders typically enter processing and cannot be cancelled. You may wait for delivery and then request a return within 30 days.
8. Inspection, Approval & Refund Timing
  • Intake & inspection: Once your return arrives, please allow 3–5 business days for inspection.
  • Approval/decline notice: We’ll email you our decision.
  • Refund method: Approved refunds for eligible items are issued to your original payment method.
  • Refund timing: We process refunds within 7 business days after approval. Your bank or payment provider may require additional time to post funds.
  • Partial refunds: If items arrive used, missing parts, or not in original condition, we may issue a partial refund or decline the return, and we will explain why.
9. Returns That Can’t Be Completed
  • Unauthorised returns (no RMA), COD shipments, or parcels sent to the wrong address may be rejected or returned to you.
  • If a parcel is returned to sender due to an incorrect address, unclaimed delivery, or refusal, we can re-ship (postage applies) or refund per this policy once the item is received back and passes inspection.
10. Late or Missing Refunds

If you have not received your refund after our confirmation:

  1. Check with your bank or card provider; processing times can vary.
  2. Contact us at support@amoura-home.com and we’ll gladly assist.
11. Consumer Rights

Nothing in this policy limits any statutory rights you may have under applicable consumer laws. Where local laws provide a longer return period or additional remedies, those will apply.

12. Contact Information

Store Name: Amoura Home
Website: www.amoura-home.com
Email: support@amoura-home.com Phone: +1 347 775 3399
Customer Service Hours: Monday–Friday, 9:00 AM – 5:00 PM (New York Time, ET)

Average response time: 1–2 business days (within 48h)

13. Company Details

Store Name: Amoura Home
Company Name: SatoActive
Address: Marketentsterlaan 39, 3454WN De Meern, Utrecht, The Netherlands
Company Number (KvK): 85805556
VAT Number: NL004155462B41