Return and refund policy

Returns & Refund Policy

At at.home - Fashion Walk, we aim for your total satisfaction with every piece from the Voxel™ collection. We have established this policy to ensure that any necessary returns or exchanges are handled with clarity and convenience.

1. Our Return Window

You have 30 days from the date of delivery to request a return for your purchase. To be eligible, items must satisfy the following criteria:

  • The product must remain in its original, pristine condition.

  • All original documentation and packaging must be included.

  • Proof of purchase (order confirmation or receipt) is required.

2. How to Initiate a Return

Please reach out to our service team at service@modulusiokvip.com to begin your request.

  • Authorization: Once your request is verified, we will issue a return shipping label and provide specific instructions for the return.

  • Important: Please do not ship items back without prior authorization; unauthorized returns cannot be accepted by our facility.

3. Reporting Defects or Damages

We encourage you to examine your order upon arrival. If you receive an item that is incorrect, flawed, or impaired during transit, notify us immediately so we can assess the situation and provide a swift resolution.

4. Non-Returnable Merchandise

Certain categories are ineligible for return due to safety, hygiene, or personalization requirements:

  • Custom-made or personalized home goods.

  • Perishable items or consumables.

  • Personal care or hygiene-sensitive products.

  • Hazardous materials or flammable goods.

  • Gift cards or final-sale promotional items.

  • Original shipping charges are non-refundable.

5. Product Exchanges

For the most efficient replacement, we recommend returning your original purchase for a refund and submitting a new order for the desired item.

6. EU 14-Day Cancellation Right

For orders delivered within the European Union, customers hold a 14-day “cooling-off” period. You may withdraw from your purchase for any reason, provided the item is returned in its original, unused state with proof of purchase.

7. Refund Process

Upon receipt and verification of your return at our office, we will confirm your refund status.

  • Reimbursement: Funds are credited back to your original payment instrument.

  • Processing Time: Please allow up to 10 business days for the credit to clear. Banking institutions may require additional time; if 15 business days have passed without the credit appearing, please contact us for further investigation.

8. Return Logistics

All returns must be accompanied by the official shipping label provided by our team. Please send all authorized returns to our headquarters:

at.home - Fashion Walk Shop I, G/F & B/F, 9 Kingston Street Fashion Walk (Entrance via Cleveland St), Causeway Bay, Hong Kong

We value your support of at.home - Fashion Walk. If you have questions regarding the eligibility of your order, contact us at service@modulusiokvip.com before sending your items back.