Refund policy
Service-Based Business
Alala Home provides professional interior design services, not physical products. Our refund policy applies to design fees, consultation fees, and project management services. Refunds for furniture, materials, and other products ordered through vendors are subject to each vendor's individual return and refund policies.
Initial Consultation Fees
Initial design consultations are non-refundable once the consultation has been completed. If you need to cancel or reschedule your consultation, please provide at least 48 hours notice. Consultations cancelled with less than 48 hours notice forfeit the consultation fee.
Design Fee Deposits
Most design projects require an initial deposit (typically 25-50% of the estimated design fee) to begin work. This deposit is non-refundable once design work has commenced. The deposit covers:
Project Cancellation
If you choose to cancel a project after work has begun, you are responsible for payment of all design work completed to date. This includes:
Remaining fees beyond work completed will be refunded within 30 days of project cancellation, minus the initial deposit.
Furniture & Materials Refunds
Furniture, fixtures, materials, and other products ordered from third-party vendors are subject to each vendor's return and refund policies. Mackenzie provides information about vendor policies before ordering. Common vendor policies include:
Mackenzie assists with processing returns and refunds with vendors but cannot guarantee refunds for items that do not meet vendor return criteria.
Change Orders
If you request changes to approved design plans after work has progressed, additional fees may apply for revisions. Changes that require re-ordering materials or furniture may incur cancellation fees from vendors, which are your responsibility.
Dissatisfaction with Design
Mackenzie works collaboratively with clients throughout the design process to ensure satisfaction. If you are not satisfied with design concepts presented, we will work together to revise the design within the scope of the original project agreement. Additional revisions beyond the agreed-upon scope may incur additional fees.
Refund Processing
Approved refunds are processed within 30 business days and returned via the original payment method. If the original payment method is no longer available, alternative arrangements will be made.
Vendor Delays & Issues
Alala Home is not responsible for delays, quality issues, or other problems with products ordered from third-party vendors. However, Mackenzie advocates on your behalf with vendors to resolve issues and pursue refunds or replacements when appropriate.
Force Majeure
Alala Home is not liable for delays or inability to perform services due to circumstances beyond our control, including natural disasters, pandemics, supply chain disruptions, or vendor closures. In such cases, we will work with you to reschedule or adjust the project scope as needed.
Dispute Resolution
If you have concerns about billing, services provided, or refund requests, please contact Mackenzie directly to discuss the issue. We are committed to resolving concerns fairly and professionally. Most disputes can be resolved through open communication.
Questions About Refunds
If you have questions about this refund policy or a specific refund request, please contact Alala Home directly. We will review your situation and respond within 5 business days.
Last Updated: February 2026