At Karlon, we are committed to providing high-quality furniture and a smooth customer experience. Because many of our products are handcrafted or produced specifically for each order, certain conditions apply regarding returns, refunds, cancellations, and order modifications.
Customers may request to cancel their order within a limited time after purchase.
Within 12 hours of placing the order
Orders may be cancelled free of charge.
Between 12 and 48 hours after purchase
Orders may still be cancelled, however a 5% cancellation fee will be deducted from the refund to cover payment processing and administrative costs.
After 48 hours
Orders can no longer be cancelled, as production preparation or processing may have already begun.
This policy is particularly important for products that are made to order or prepared specifically for the customer.
Some of our items are made to order. These products are clearly indicated on the product page.
Because these items are produced specifically for each customer, made-to-order products cannot be returned, cancelled, or refunded once production has started.
Customers purchasing a made-to-order item acknowledge that the product is final sale and must be kept once delivered.
For eligible items (non-made-to-order products), customers may request a return within 30 days of delivery.
To qualify for a return:
If these conditions are not met, the return request may be declined.
The responsibility for return shipping fees depends on the reason for the return:
If the return is caused by the consumer (e.g. change of mind, wrong item ordered), the consumer is responsible for all return shipping fees. The specific fee will be based on the express company you choose, and may also include:
These costs may be deducted from the refund once the returned item has been received and inspected.
If the return is due to our error (e.g. the goods received are damaged or incorrect), the consumer is not required to bear any shipping fees. Karlon will cover all return shipping costs in such cases.
Customers are required to inspect their order within 48 hours of delivery.
If an item arrives damaged or with a manufacturing issue, customers must contact us within 48 hours and provide:
Please send all information to:
Claims submitted after the 48-hour inspection period may not be eligible for resolution.
Customers are advised to keep the original packaging until the item has been fully inspected, as it may be required to process certain claims.
If a product arrives damaged or defective, our team will review the situation and determine the most appropriate resolution.
Depending on the situation, this may include:
In certain situations where a replacement or repair is not possible, Karlon may offer a partial refund as a commercial gesture depending on the circumstances.
Partial refunds are evaluated case by case by our support team.
Because many of our products are handcrafted or made using natural materials, slight variations may occur between the product images displayed on our website and the final delivered item.
These variations may include:
These characteristics are normal and part of the product design and manufacturing process, and therefore do not qualify as defects or grounds for return.
If you are located in the European Union or the United Kingdom, consumer law normally grants a 14-day right of withdrawal for online purchases, starting from the day after delivery.
However, this right does not apply to goods that are made to the consumer’s specifications or clearly personalized, as provided by Directive 2011/83/EU (Article 16(c)) and the equivalent consumer protection regulations applicable in the United Kingdom.
KarlonHome furniture pieces are crafted to order and produced according to each customer’s selected specifications, including materials, colors, and configurations.
For this reason, made-to-order or customized items are exempt from the statutory 14-day withdrawal period and cannot be returned once production has begun.
If you have any questions regarding your order before production starts, please contact us at hello@karlonhome.com and our team will be happy to assist you.
If a customer refuses delivery without a valid reason, the following conditions apply:
If a refund is approved, it will be issued to the original payment method used during checkout.
For example:
Once a refund has been approved by our team, it will typically be processed within 2–5 business days.
Please note that depending on the payment provider or bank, additional time may be required for the funds to appear in the customer’s account.
The following items are not eligible for return or refund:
At Karlon, we are committed to resolving any issue quickly and fairly.
Customers agree to contact our support team before initiating a payment dispute or chargeback with their bank or payment provider (such as Klarna, PayPal, or their credit card issuer).
Most issues can be resolved directly by our support team.
Opening a payment dispute without contacting us first may delay the resolution process and limit our ability to assist efficiently.
All KarlonHome furniture is covered by a 5-year limited factory warranty against manufacturing defects and structural issues under normal residential use. The warranty does not cover wear and tear, misuse, improper care, or damage during customer assembly or handling. For warranty assistance, contact hello@karlonhome.com. (A dedicated Warranty Policy can provide full terms.)
If you have any questions regarding returns, refunds, or cancellations, please contact us:
or via the chat support available on our website.
Our team will be happy to assist you.
Company Name: GLOBAL GIN LIMITED
Registration: 79 801285
Address: RM03, 24/F, HO KING COMM CTR,
2-16 FAYUEN ST, MONG KOK, HONG KONG
