Return & Cancellation Policy

This policy explains when you can cancel an order, when you can return an item, and what happens next. It applies to the Make My Home website at makemyhome.org and to our Android app. Money owed to you is paid back under our Refund Policy.

1. Cancelling an Order

• Before dispatch — you can cancel free of charge from My Orders in your account or the app, or by writing to info@makemyhome.org with your Order ID.
• After dispatch — cancellation is not guaranteed, because the goods may already be loaded or in transit. Contact us immediately and we will do what we can.
• On delivery — you may refuse the delivery if the goods are visibly damaged, wrong, or short in quantity. Please note the reason with the delivery person before refusing.
• Services — a booked service can be cancelled free of charge until work begins. Once the technician has been dispatched or work has started, a visit charge may be deducted.

We may also cancel an order — for example if stock turns out to be unavailable, the address is outside our delivery area, or payment fails verification. If we cancel, you are refunded in full.

2. When an Item Can Be Returned

Subject to the window shown on the product page, we accept returns where:

• The item delivered is damaged, defective or broken
• The item is not what you ordered — wrong product, wrong size, wrong unit or wrong quantity
• The item is materially different from its description on the Platform
• The delivery is short — fewer bags, pieces or units than invoiced

Items that cannot be returned

• Products marked “No Return” on their product page
• Cement, sand, aggregates and similar loose or perishable materials once unloaded, opened or partly used — quality cannot be verified after that
• Items cut, mixed, tinted, fabricated or customised to your requirement
• Items damaged after delivery through misuse, poor storage, exposure to rain or damp, or incorrect application
• Services already performed

3. How to Raise a Return

1. Report the problem within the window shown on the product page, counted from the date of delivery. For damage, shortage or a wrong item, please report it within 24 hours so we can take it up with the delivery partner.
2. Send your Order ID and clear photographs of the item, the damage and the packaging to info@makemyhome.org, or raise the request from My Orders.
3. Keep the item, its packaging, tags and the invoice until the request is resolved.
4. We review the request, and where needed arrange an inspection or a pickup.

4. Inspection and Approval

Returns are accepted after verification. For heavy or bulk materials we may inspect at your site rather than collect first. We will tell you the outcome within 3 working days of receiving your request or completing the inspection, whichever is later. If a return is declined we will explain why.

5. Replacement or Refund

• Where stock allows, we replace the item at no extra cost — usually the quicker option for damaged or wrong deliveries.
• If a replacement is not possible or you prefer your money back, an approved return is refunded under the Refund Policy, normally within 5–7 working days of approval.
• Delivery and loading/unloading charges already incurred are refunded only where the fault was ours — a damaged, wrong or short delivery.

6. Return Pickup Charges

There is no charge to return an item that was damaged, defective, wrong or short. For a return accepted for any other reason, the cost of collection and any loading or unloading may be deducted from your refund; we will tell you the amount before we proceed.

7. Need Help?

Write to info@makemyhome.org with your Order ID and we will take it from there. Complaints not resolved to your satisfaction can be escalated to our Grievance Officer, whose details are in our Terms & Conditions.