Customer Care

Frequently Asked Questions

Frequently Asked Questions

Here you’ll find answers to size specifications, fabrics, materials, and other product inquiries

Product Inquiries

YES, we do.

The warranty will only apply to problems such as sofa with its mechanism only within 2 Years from the date of purchase.

Mattress 5 Years All Spring mattresses shall have a limited warranty covering shrinkages or sagging of the original foam thickness of more than twenty-five percent (25%)

Limited Warranty for spring mattresses shall be enforceable for a period of five (5) Years if the item is not subjected to the following reasons:

  1. Inappropriately used or altered.
  2. Improperly maintained
  3. Subjected to normal wear and tear
  4. Cut or scratched (for whatever reason)
  5. Subjected to damage caused by impacts or accidents
  6.  

NO, we do not reupholster and provide repair services for all our items.

No. LuxeHome do not offer custom design for our furniture, however you may choose the fabric and the color in some products depending on availability and with a production lead time of 90 days upon confirmation of order.

As for the sofa we can only modify the configuration design. (50% downpayment is required to confirm the order. It will take approximately 7 days to process the confirmed order overseas. If you wish to cancel a confirmed order, no refund will be extended and the downpayment will be forfeited.)

Yes, we have promos. We suggest to Like our Facebook, Instagram & Twitter to always stay updated and to be able get the promos. 

The item will be checked by our personnel in charge if it is still covered by the warranty. Shipping of the item going to/from the branch shall be shouldered by the customer.

The warranty will only apply to problems such as sofa with its mechanism only within 2 Years from the date of purchase.

Mattress 5 Years All Spring mattresses shall have a limited warranty covering shrinkages or sagging of the original foam thickness of more than twenty-five percent (25%)

Limited Warranty for spring mattresses shall be enforceable for a period of five (5) Years if the item is not subjected to the following reasons:

  1. Inappropriately used or altered
  2. Improperly maintained
  3. Subjected to normal wear and tear
  4. Cut or scratched (for whatever reason)
  5. Subjected to damage caused by impacts or accidents

Note: No Receipt/Sales Invoice, No Warranty

Customer Concerns

We apologize for this inconvenience. We always make sure to deliver our products in the best condition and quality as much as possible. If you have received a damaged product, please immediately contact the branch manager so they can replace it.

The claim for defect or imperfection shall be made within seven (7) days from the date of delivery of items, which shall be considered reasonable period that the product is expected to have been used and the defective or imperfect nature thereof known by the consumer.

We understand that your experience is unsatisfactory and we truly apologize for this mistake. Please immediately contact the branch manager so they can replace your product and send the missing/incomplete item to your address free of charge. 

Notice must be given to us of any products not received within 7 days taken from the date of dispatch stated on the invoice. Exceeding 7 days without reporting any complaint to LUXEHOME DeRUCCI are considered to be sold. Only products with factory defects or imperfections due to the seller’s negligence are covered. All products that are rendered defective due to a buyer’s mishandling or those that are exchanged for a different color, size or design are exempted.

The company reserves its right refuse, cancel, or delay deliveries in the event of force majeure or other fortuitous events, including but not limited to: any law, order, regulation, direction, request or intervention of the Philippine Government; strikes lockouts or other labor difficulties; rebellion and insurrection, floods, typhoons, earthquakes, war, riots, be they acts of Gods or acts of Man.
We thank you for your patience and we apologize for the inconvenience. Our drivers might have encountered unforeseen circumstances like a flat tire, heavy traffic, or an accident that hinders getting your items delivered.

Please contact the store  branch so we can immediately schedule the nearest possible date for your area. You will not be charged for another delivery fee for this. 

15 days free of charge upon date of purchase. For additional days a fee of Php 2,000 per day/ with a maximum of 3 months storage only.