Client Satisfaction Policy
Stock Item Refund & Return Policy
All stock items ordered through House of Pemberley Cross are subject to the return, exchange, and refund policies of the respective vendor, supplier, or manufacturer. Eligibility for returns, applicable restocking fees, timelines, and conditions will vary depending on the supplier’s policies and product availability.
House of Pemberley Cross will make every reasonable effort to assist clients with return requests; however, approval of any return or refund remains at the sole discretion of the applicable vendor or supplier. Any shipping, handling, delivery, restocking, administrative, or exchange-related fees associated with a return may be deducted from the refund amount or billed separately where applicable.
Refunds will be issued in the currency of the original purchase and processed at the exchange rate in effect on the date the refund is issued. House of Pemberley Cross assumes no responsibility for fluctuations in currency exchange rates and is not liable for any reduction in the refunded amount resulting from a lower exchange rate than that in effect at the time of the original purchase.
Items must remain unused, uninstalled, and in original packaging unless otherwise permitted by the supplier.
Special Order & Custom Item Return Policy
All special order, made-to-order, custom, personalized, or fabricated items purchased through House of Pemberley Cross are considered final sale and are not eligible for cancellation, return, exchange, credit, or refund once the Sales Order has been approved and payment has been accepted by House of Pemberley Cross.
This policy includes, but is not limited to, accents, custom cabinetry, lighting fixtures, millwork, furniture, stone, tile, plumbing fixtures, specialty finishes, built-to-order materials, and any products manufactured or sourced specifically for a client or project.
Clients are responsible for reviewing and approving all specifications, selections, dimensions, finishes, colours, and order details prior to confirming purchase. House of Pemberley Cross is not responsible for client-approved selections once procurement has commenced.
Service Refund & Cancellation Policy
At House of Pemberley Cross, our services are delivered on a professional, time-based, and project-specific basis. As such, all service fees are considered final once the service has been rendered or work has commenced.
No Refund on Completed or In-Progress Services
Payments for services are non-refundable once the service has been provided, partially delivered, or initiated. This includes time spent on consultations, design work, planning, sourcing, coordination, or any other service-related activity.
Cancellation Policy
Service appointments cancelled within 48 hours of the scheduled appointment time are non-refundable. Cancellations made with more than 48 hours’ notice may be eligible for rescheduling or, where applicable, a refund at the discretion of House of Pemberley Cross, provided no preparatory work or time has already been incurred.
Refund Eligibility (Service Not Performed)
A refund may only be issued in the event that a service has been paid for and has not yet been performed or commenced. In such cases, a full refund may be provided upon request.
International Services, Travel & Accommodation
For commissions in international locations, the service and all related transportation, accommodations, or associated travel provisions become non-refundable once the transportation, accommodations, or associated travel provisions have been secured or confirmed. In the event of cancellation, the client will remain responsible and will be billed for all incurred transportation, accommodations, or associated travel provisions, regardless of whether the service proceeds.
General Terms
House of Pemberley Cross reserves the right to determine the extent of services rendered prior to any refund consideration. Any approved refunds will be processed using the original method of payment and in the currency of the original transaction, unless otherwise agreed.