Returns Policy.
Hevoran pieces are made to order and built to remain. The notes below describe what is and is not returnable, and how the House resolves the rare case of dissatisfaction.
Return eligibility
Standard catalog pieces in their original, uninstalled condition may be returned within fourteen days of delivery for a refund less freight and a fifteen percent restocking charge. Installed pieces are not eligible for return.
Custom and bespoke orders
Bespoke commissions. Finishes selected to specification, sizes adjusted to room, monograms, integrated installations. Are non-returnable. The House works extensively with the resident or designer in advance of production to avoid this outcome.
Damaged shipments
Damage observed at delivery or within seventy-two hours of placement is remediated at no cost. Repair on site where possible, full replacement where required. The House handles carrier claims, return logistics, and reinstallation directly. Report to service@hevoran.com.
Refund procedure
Approved refunds are issued to the original payment method within ten business days of the returned piece arriving at our facility and passing inspection. Deposits on bespoke commissions are refundable only in the event of House cancellation.
Inspection requirements
Returned pieces must be received in original packaging, uninstalled, and in resalable condition. We recommend the original freight carrier handle the return; the House can coordinate this on the resident's behalf. A condition report is issued within five business days of receipt.
Long-term remediation
Outside the return window, the House remains responsible for the long-term condition of every piece sold. Service, refinishing, and component replacement are available indefinitely. Write to service@hevoran.com to arrange.