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Delivery & Refund

 DELIVERY POLICY

Our goal is to offer you the best delivery experience, no matter where on island you are located. Everyday, we deliver to customers across the island ensuring we provide the highest level of responsiveness to you at all times.

The time frame for your order delivery is divided into two parts; the processing time and delivery time.

Processing Time: Order verification, quality check and packaging. All orders are processed within 10 - 30mins after the order is placed. Once your order is placed you will receive an order confirmation email immediately after, if you think you haven't received this email please check your spam folder. 

Delivery Time: This refers to the time it takes for items to be dispatched from our warehouse and delivered to your destination, also this depends on the amount of deliveries we have for that day. Items are delivered directly from us and will take within 1hr - 24hrs to reach customers in Grand Cayman, Cayman Islands. Delivery hours; we advise that you place your order before 12 noon to guarantee delivery for that day. We do deliver 8:00am-7pm, Mon-Sun including public holidays.

Any additional information important for us to know regarding your delivery, please leave an order note at checkout. We are not responsible for any delays due to customer not being able to receive and sign for their package.

Delivery Rate: All orders in Grand Cayman are complimentary delivery at no charge. Yes! Free Delivery anywhere on island.

  

RETURN POLICY 

Our Policy - No Returns. No Refunds. Exchange only within 24hrs of purchase. Exchange only on apparel. Absolutely no exchange on sale items and other products. If 24hrs have gone by since your order was received, unfortunately we can’t offer you an exchange.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging and with tags. The customer is also responsible for covering delivery exchange
 charge of $5 KYD (Cayman Islands Dollars). This charge is accepted in cash only and payable upon pickup of the exchange item/s.

You will be responsible for paying your delivery exchange fee for exchanging your item. Delivery exchange fee are non-refundable.To complete your exchange, we require a receipt or invoice for proof of purchase.

Exchange Item: If you need to exchange this can be done only on the same item you ordered due to fitting size which is only allowed on apparel, please contact us immediately.

HouseRac throughly checks all items and ensure they are in perfect condition before sending to customers. Delivering certain items such as ceramics can be slightly tricky during transport and while we package all our deliveries with the utmost care, there is a small risk. We will gladly accept the damaged item and offer a replacement. If your order arrives in such condition, please contact us immediately. HouseRac will accept responsibility for defective or damaged product if determined to be a manufacturing issue. Any item damaged from use, general wear and tear, we will not accept. Please send us a message to info@houserac.com accompanied by photos of the damage for our records as well a proof of purchase with 24 hours of the delivery. HouseRac is not responsible for any damage after delivery. It is the responsibility of the receiving customer to inspect all items before allowing the delivery driver to leave.

Exchange Process: The item is received and inspected, we will send you an email to notify you that we have received the item to be exchanged. We will also notify you of the approval or rejection of your exchange. If you are approved, then your exchange will be processed and then delivered within 1hr - 24hrs. If not approved you can deny us or allow us to delivery the same item back to you.

 

Sale items: All sales on discounted items are final. Discounted items are not eligible for return/exchange or refund. There are no refunds, no returns nor exchanges available on Sale, Clearance or Discounted items. Proceeding with purchase means you agree to these terms and conditions.