Cancellations & Refunds
Last updated: October 2026
What we do for you
We buy and ship on your behalf, and we handle changes openly: we tell you when an item or size changes, and we credit you when something costs less.
What to know
You can cancel for free until we confirm your order. Once a dispatch is paid, it cannot be cancelled. If an item costs more, you choose whether to pay the extra or cancel.
What we commit to
We start refunds within 2 business days, decide claims within 10 business days, and refund a confirmed-lost parcel in full.
If something changes: what happens
| If | Then |
|---|---|
| You cancel before we confirm your order (it is still awaiting payment, or placed and not yet confirmed) | Free of charge. You get everything back, including shipping. If you had paid, you choose whether the money goes back to your card or to your wallet as store credit. |
| An item is unavailable | We swap it for another brand in the same tier automatically, based on what the shop has. If no suitable brand exists, we remove the item and refund it. |
| The pack size has to change | We tell you before dispatch. If you do not want the changed size, tell us before dispatch and we refund that item. |
| The goods cost less than we estimated | We credit the difference to your wallet. |
| The goods cost more than we estimated | We email you a payment link for the extra amount. It stays valid for 72 hours. If you pay, we carry on. If you decide to cancel, or the link expires unpaid, we cancel the order, keep our service fee and any procurement or carrier cost we cannot recover, and refund the rest, which is the item cost and shipping. |
| You have paid for a forwarding or combined dispatch | It cannot be cancelled and packages cannot be taken out. The one exception is weight: if the parcel turns out heavier than the limit when we pack it, we return packages to storage and refund their fees and the shipping difference. |
| Your parcel arrives damaged | Tell us within 7 days of delivery with photos. We refund or credit the damaged items, up to the insured value if you took insurance. If you did not, we will claim from the carrier for you and pass on whatever they pay. |
| Your parcel is lost | Once the carrier confirms the loss, we refund the value of the goods plus the shipping you paid. |
How refunds are paid
Refunds go back to the payment method you used, unless you choose store credit when you cancel. We start every refund within 2 business days of agreeing it, and it usually reaches your account within 5 to 10 business days after that, depending on your bank.
If you paid with a card in another currency, the amount you get back can differ slightly from what you paid, because your card issuer converts it at its own rate. We do not control that.
We may offer wallet credit instead, but we never force it where you are entitled to a refund to your original payment method.
Making a claim
Email hello@hometrolley.com with your order number and, for damage, photos of the parcel and the items. We reply within 1 business day.
Once your claim is complete we give you a decision within 10 business days. For a lost parcel, the clock starts when the carrier confirms the loss.
Your wallet
- The wallet is store credit that we give you. You cannot top it up, and you cannot withdraw it as cash.
- Credit comes from price differences when goods cost less than estimated, refunds you choose to take as credit, promotions and amounts released from cancelled orders.
- You can use it at checkout, on its own or together with a card.
- Credit does not expire. If we ever add an expiry for promotional credit, we will tell you before we give you that credit.
Orders and refunds with other shops
For packages you bought yourself and sent to our address, the sale is between you and the shop. Returns, refunds and warranty for those goods are for you to arrange with the shop. See the Parcel Forwarding terms.
Your legal rights
The law of the country where you live may give you extra rights as a consumer. For example, in the EU, EEA and UK you may have a right to withdraw from a distance purchase within 14 days of receiving goods, though that right generally does not cover perishable goods. These terms do not take any such right away. If you think one applies, write to us and we will explain the steps.
Home Trolley is operated by Kalam Tech Studios
355 Janakapuri Layout, Near Railway Station, Hosur, Tamil Nadu - 635109, India
Company registration: in progress