Complaints & Damaged Items Policy
We are committed to delivering products in perfect condition. Please review the guidelines below to ensure any issues are handled quickly and efficiently.
Inspect Your Order on Arrival
All items must be checked immediately upon delivery.
If your shipment arrives visibly damaged (for example, damaged packaging or pallet), you must:
- Report the damage directly on the delivery note or packing slip
- Notify Collectione within 24 hours of delivery
After reporting, you will receive a confirmation from Collectione.
Complaint Deadline
Any complaints must be submitted within 3 working days after receiving your order.
If no complaint is reported within this period, Collectione will assume that:
- The goods were delivered in good condition
- The order has been accepted without issues
After this period, any right to compensation will no longer be valid.
Natural Material Disclaimer
Some products are made from natural materials. Minor imperfections are considered part of the product’s character and are not grounds for complaints.
Examples include:
- Animal fur cushions
- Wood accents and natural textures
Return Procedure for Complaints
Returns must always be arranged and approved by Collectione in advance. Returns sent without prior approval will not be accepted.
To request a return, please email:
info@thehouseofconcepts.sunrisecloud.com
Your request must include:
- Reason for return
- Number of items
- A copy of the invoice
We will respond to your request within 24 hours.
Outlet & Sale Items
Products purchased through outlet or sale channels are not eligible for repair, replacement, or exchange.
Our Commitment
Collectione always strives to provide the best possible service and will work with you to resolve valid complaints in a fair and professional manner.