Terms & Conditions

RETURNS & CANCELLATION POLICY

OVERVIEW

Our return policy lasts 14 days. If 14 days have gone by since the delivery of your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (outer and inner protections).

In cases we are unable to identify you as the buyer, in order to complete your return we require a receipt or proof of purchase.

Please do not send your purchase back before we have reviewed your return case. In some cases can find a favorable resolution of the return case with partial or full refund without the hassle of the return.

In case of damaged items we need photography evidence of the item and packaging. Even though shipping insurance claims are tedious and slow, our damage claims are closed within few days because we act as the insurer to the consumer by offering replacement or full refund almost immediately. After you have been covered by us, we will pursue the claim with the shipping insurer on our own.

There are certain situations where only partial refunds are granted (if applicable):

* High value orders over 2000 EUR and oversized items over 70kg or 150cm in length that are shipped on a pallet/wooden crating. These shipments always include shipping premium insurance category "A" and surveyor appointed by insurance must appraise loss of value. The damage claim has to be sent to us the same day of delivery.
* Customized items (including any bespoke customization such as material, color, size or form).
* Book with obvious signs of use.
* CD or DVD that has been opened.
* Any item that is returned more than 14 days after delivery.

REFUNDS (IF APPLICABLE)

Because some of the insurance policies we work with only last 1 to 7 days after delivery, damage claims are to be sent to us immediately after inspection.

In case of damaged goods we need photography evidence of the item and packaging. Even though shipping insurance claims are tedious and slow, our damage claims are closed within few days because we act as the insurer to the consumer by offering replacement or full refund almost immediately. After you have been covered by us, we will pursue the claim with the shipping insurer on our own. In very exceptional cases we will require to return damaged goods for repair or inspection, all organized on our own.

In case of returned goods we will send you an email to notify you that we have received your return and will process the refund immediately.

LATE OR MISSING REFUNDS (IF APPLICABLE)

Please contact us for us to review as soon as possible. If original payment was bank transfer, the refund can take a few days to be reflected on your bank statement. 
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@theancienthome.com.

SALE ITEMS (IF APPLICABLE)

Same refund policy applies to sale items and regular priced items. The maximum refund is the purchase price paid for the item.

CUSTOMIZED ITEMS (IF APPLICABLE)

Customized items include any bespoke customization such as material, color, size or form. Customized items are noncancelable and non-refundable since the order confirmation or payment. Other conditions can be agreed under binding contract before order confirmation or payment.

EXCHANGES (IF APPLICABLE)

We accept exchanges within the 14 days policy. Shipping costs are paid by receiver, except for items sent as "Free Shipping" for which receiver only pays for return cost.

Additionally, if your order is eligible for a full refund, we can also offer a replacement completely free of charge. If you need to exchange it for the same item, send us an email to contact@theancienthome.com in order to confirm stock availability.

GIFTS

In all cases the refund will be sent to the original buyer of the gift, through the original payment method.

RETURN SHIPPING

To return your product, you should mail your product to:  The Ancient Home, Kiss Erno utca 3/A (P+P Ráktar), Budapest 1046, Hungary. +36 30 878 30 62

You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non-refundable. Items sent as "Free Shipping" will only require you to pay for return shipping. If you receive a refund and the return was paid by us, the cost of return shipping will be deducted from your refund. 

In the case our company is at fault, any return process and costs are covered by us. Please contact us as soon as possible in order to start the claim process with the shipping insurance. Our company acts as insurer for the orders to consumers and we will process the refund very quickly without any waiting for shipping insurance resolution.

CANCELLATIONS (IF APPLICABLE)

Please contact us as soon as possible if you would like to cancel your order.

In the most of cases cancellations are free of charge and eligible for a full refund. 

We reserve the right to keep up to 10% re-stocking fee under certain conditions:
- Orders over 1000 EUR. In order to cover payment processing fees in the range of 1-5%, handling and consolidation packaging in the range of 0-5%.
- Oversized items over 70kg or 150cm in length that are shipped on a pallet/wooden crating. Handling and consolidation packaging in the range of 0-5%. 

Cancellation is not possible if:

-Item was shipped including pre-transit period in which shipping company is given the order to pick up and custody.
-Item is customized (including any bespoke customization such as material, color, size or form).