This policy explains cancellation, returns, refunds and claims for Fullcom products. It forms part of our Terms of Service and should be read together with our Shipping & Delivery page.

1. Made-to-order products

Most of our products are manufactured to your individual measurements, materials and finish for a specific project. This means that, once production has started, an order cannot normally be cancelled or returned simply because you have changed your mind. Where you are a consumer and local law gives you a cancellation right for distance sales, we will honour it to the extent it applies to custom-made goods, and we will confirm the position with you before production begins.

2. Cancellation before production

If you wish to cancel or change an order before production has started, contact us as soon as possible. Where we have already carried out chargeable design or measurement work, or ordered special materials, those costs may be deducted from any refund.

3. Damaged, incorrect or faulty items

  • Report the problem within 7 days of delivery (or as soon as the defect becomes apparent), with your order number, a description and photographs.
  • Do not install, modify or dispose of the affected items before contacting us, as this may affect the available remedy.
  • We will inspect the information you provide, and where the issue is confirmed we will, at our option, repair, replace or refund the affected items. We may arrange collection of the affected items.
  • Defect claims relating to the quality of materials or workmanship are additionally covered by the warranty stated in your quotation or project contract.

4. Refunds

Approved refunds are issued to the original payment method, or by bank transfer where that is not possible. We process refunds promptly, and the time for the amount to reach you depends on your bank or payment provider. Where only part of an order is affected, refunds may be limited to the value of the affected items.

5. What is not covered

  • Normal wear and tear, and natural variation in colour, grain or texture of materials such as wood, stone and laminate.
  • Damage caused by incorrect installation by others, misuse, accidents, unauthorised alteration or unsuitable environmental conditions.
  • Items that were customised to your specification and comply with the approved drawings.

6. How to make a claim

Email info@fullcomhome.com or call +86-021-57562221 with your order number and details. We will acknowledge your request and tell you the next steps.

Fullcom
No.17 Fengyang Road, Nantong, China
Phone: +86-021-57562221
Email: info@fullcomhome.com

Last updated: 17 September 2026