RETURNS & REFUNDS POLICY

Last updated: 26 November 2025

Because prefab homes are large, made-to-order products, returns are more complex than ordinary consumer goods. This policy explains when and how returns and refunds may be available.

1. General Principles

• Most homes are produced specifically to your chosen configuration.
• We therefore encourage you to review all drawings, sizes and specifications carefully before confirming your order.
• This policy does not limit any rights you may have under mandatory consumer protection laws.

2. Return Eligibility

You may request a return only if all the following conditions are met:

• You notify us in writing within 15 days from the date of delivery to your site.
• The home has not been installed, assembled or permanently fixed to a foundation.
• The modules and all components are unused, in original condition and not modified.
• All accessories, hardware and documentation are included.
• The product is adequately re-packed and protected for return transport.

Homes that have been installed, altered, customised on-site, or damaged after delivery are not eligible for return, except where required by law.

3. Return Process

1. Request authorisation

• Email support@prefabia.store within 15 days of delivery with your order number, photos and a clear explanation of the reason for return.

2. Evaluation

• We will review your request and may ask for additional information or photos.
• If the return is approved in principle, we will provide instructions on next steps and, where applicable, an estimate of return shipping costs.

3. Shipping back

• Unless the return is due to our error or a major defect covered by warranty, you are responsible for arranging and paying for return shipping, including insurance and any handling or storage fees.
• Return shipping for prefab homes is complex and expensive. Please consider this before ordering.

4. Inspection and refund

• After the returned product is received and inspected, we will confirm whether it meets return conditions.
• Approved refunds will normally be issued to the original payment method, minus any non-recoverable costs (for example, shipping both ways, customs, handling, damage outside warranty).
• Processing time for refunds may take up to 14 business days after inspection, depending on banks and payment processors.

4. Non-Returnable Situations

Unless required by law, we cannot accept returns or provide refunds in the following situations:

• Change of mind after installation or significant on-site modification;
• Damage caused by incorrect installation, poor foundation, improper handling or lack of site preparation;
• Damage caused by extreme weather, natural disasters or events beyond reasonable control;
• Customised or heavily modified configurations designed specifically for your project, where re-sale is not feasible;
• Products not purchased directly from prefabia.store.

5. Defective or Incorrect Products

• If you believe the home has a manufacturing defect or does not match the agreed specifications, contact us as soon as possible with detailed photos and description.
• We may arrange inspection by technicians or request additional evidence.
• If we confirm a defect or significant non-conformity, we may, at our discretion and subject to the Warranty Policy, provide one or more of the following:
  • Repair or replacement parts;
  • Replacement of a module;
  • Reasonable compensation or partial refund;
  • Return and full or partial refund, depending on the circumstances.

6. Cancellations Before Production / Shipment

• Orders cancelled before production or procurement starts may be eligible for a full or partial refund, depending on costs already incurred.
• Once production or procurement has started, cancellation fees may apply. If the home is already in transit, it will be treated as a return under this Policy.

7. Contact

For all return and refund enquiries:

Email: support@prefabia.store