Return & Refund Policy

SUMMARY

Choosing pieces for your home is an important decision. We want our return process to offer the same peace of mind as your purchase.

At The Ancient Home, clarity is one of our core values.

Return period: 30 days

United States: Returns are available within 30 days of delivery. We offer reduced return shipping on most orders, meaning you pay less than standard carrier rates. Final return fees depend on the item’s size, weight, and pickup location and are always communicated before confirming the return.
In certain cases where a physical return is not required, we may offer the option to keep the item at no extra cost.

United Kingdom & European Union: Returns are possible within 30 days of delivery. Standard-sized items benefit from reduced return rates. Larger pieces incur return fees based on weight, volume, and location.

Canada, Australia, New Zealand & International Destinations: Returns are supported worldwide within 30 days of delivery. Due to international freight, return costs vary and are calculated based on weight, volume, and delivery address. The exact amount will be communicated before confirming collection.

Damaged items: Full replacement or refund

⚠️ Exceptions: Customized products and B2B orders

We want you to feel confident when shopping with us. The following policy explains how we handle returns, refunds, and associated costs.

1. RETURN WINDOW

30-Day Return Period: As a consumer, you have 30 days from the date of delivery to request a return. If more than 30 days have passed since delivery, we regret that we cannot offer a refund or exchange. For business purchases see below "exclusions".
Holiday Return Extension: Extended Holiday Returns: Orders placed between 20 November and 5 December can be returned until 5 January 2026.
Business purchases: see below exclusions.

2. CONDITIONS FOR A VALID RETURN

Unused & Original Condition: The item must be unused and in the same condition you received it, including all original packaging (outer/inner protections).
Proof of Purchase: If we are unable to identify you as the buyer, a receipt or other proof of purchase is required.
Do Not Ship Back Before Approval: Please contact us before returning any item. In some cases, we may offer a partial or full refund without requiring the item back.

3. DAMAGED OR INCORRECT ITEMS

Photo Evidence: For damaged or incorrect items, please provide photos of both the item and its packaging as soon as possible (ideally on the day of delivery).
Immediate Resolution: We act as the insurer on your behalf by offering a replacement or full refund almost immediately if the damage or error is on our side.
Possible Return: In very rare cases, we may request that you send back the damaged goods (at our cost) for repair or further inspection.

4. EXCLUSIONS & PARTIAL REFUNDS

Certain items or scenarios may be non-refundable or partially refundable:

Large/Heavy Items: Items shipped on a pallet or in a wooden crate may have special conditions; these shipments often include premium shipping insurance. Damage claims must be filed on the same day of delivery and the damages to the packaging must be noted on the delivery slip brought by the truck driver.
Customized Items: Any bespoke product (custom material, color, size, or form) is generally non-cancelable and non-refundable after production begins.
Opened Media: A book showing obvious signs of use or a CD/DVD that has been opened may qualify only for a partial refund.
Over 30 Days: Any item returned more than 30 days after delivery.
B2B Returns: Our extended return policy applies exclusively to consumer (B2C) purchases. For business customers (B2B), including film, photography, staging or similar professional use, returns are not accepted for orders above $500 in value.
For B2B orders below this threshold, returns are subject to approval and may incur return shipping charges plus a restocking fee of up to 35% of the product price.
This policy protects against temporary or project-based usage (“rentals”) of our sculptures.

5. REFUNDS PROCESS

Inspection & Notification: Once your return is received (if applicable) and inspected, we’ll email you regarding approval or denial of a refund.
Timing: Approved refunds are typically processed immediately, but it may take a few business days for your bank or card issuer to reflect the credit.
Late/Missing Refunds: If you haven’t received a refund after a reasonable time, please check with your payment provider. If unresolved, contact us at contact@theancienthome.com to check.

6. SHIPPING COSTS FOR RETURNS

Buyer’s Responsibility: Unless the item arrives damaged or incorrect, you are responsible for paying return shipping costs. Shipping costs are non-refundable.
“Free Shipping” Items: If your original order shipped free of charge and you choose to return it, we reserve the right to deduct our actual outbound shipping cost from your refund—except in cases where we are at fault.
At Fault by Our Company: If we made a mistake (e.g., shipped the wrong product) or the product is damaged due to our oversight, we will cover all return shipping and process your refund or replacement quickly.
Failed Deliveries: If a delivery attempt fails due to the customer being unreachable, refusing delivery, or not cooperating with the courier (e.g., not scheduling redelivery), the customer is responsible for the return shipping cost. If the package is returned to us, we will deduct the original shipping cost (if applicable) and any return fees from the final refund.

7. RESTOCKING FEES

For certain orders, we may apply a restocking fee of up to 15%:

Orders Over $3,000: This covers non-refundable payment processing fees (1–5%) plus possible handling/packaging costs (0–10%).
Oversized Items: Items exceeding 70 kg or 150 cm in length, typically shipped on a pallet or wooden crate, may incur handling and packaging fees in the range of 0–10%.

We will disclose any restocking fees prior to completing your refund so there are no surprises. These fees do not apply if the item is damaged or incorrect due to our error.

8. CUSTOMIZED ITEMS

Non-Cancelable & Non-Refundable: Once customization or production begins, custom orders (bespoke material, color, size, or form) cannot be canceled or refunded, unless we both agree otherwise in writing.
Reasonable Revisions: If customization cannot meet your expectations after reasonable revisions, you may be eligible for a partial or full refund of any deposits, but no further compensation is provided.

9. EXCHANGES

30-Day Limit: Exchanges follow the same 30-day window from delivery.
Shipping Costs: Paid by the customer, unless we were at fault. Items shipped as “Free Shipping” only require you to pay return shipping.
Free Replacement: If you are eligible for a full refund, we can also offer a completely free replacement. Please contact us at contact@theancienthome.com to confirm stock availability.

10. GIFTS

Any refund for a returned gift item will be processed to the original buyer via the original payment method, regardless of who currently holds the item.

11. CANCELLATIONS

Contact Us ASAP: If you want to cancel your order, please email or call us as soon as possible.
Free of Charge: Most cancellations are free if the item has not already shipped or is not custom-made.
No Cancellation if:
1. The item has been shipped (or is already handed over to a shipping company).
2. The item is a customized product.
Reserving the Right: We may cancel the order ourselves if we believe your expectations cannot reasonably be met. A full refund will then be issued.