Our return policy is simple. Within 14 natural days of the receipt of your order, you have the right to return your order for a refund (excluding our outbound shipping costs).
If you want to return an item, there are a few requirements that need to be met.
To initiate a return, please inform us via email within 14 calendar days of receiving your order.
In order to be eligible for a return, the following conditions must be met:
- The item has not been used.
- The item is in its original box and in resalable condition. This means that all parts of the product, as well as the original product package and manual, must be included in the return shipment. If the item requires assembly, it should be returned unassembled.
The following types of items and orders do not qualify for returns or refund.
1. Charges of fast shipping: For additional shipping fee paid by customers (including Hong Kong EMS, DHL, DPD, fedex and other fast shipping methods), shipping charges are non-refundable if the items have already been shipped.
2. We cannot accept returns, exchanges or cancellations of large orders of the same product. (We define large orders as 3 or more of the same product) If you are ordering a large quantity of an item, we encourage you to order a sample first to make sure it’s what you need.
3. Customized products which are ordered from the manufacturer according to the customer’s wishes.
4. All accessories, such as light bulbs.
There is no handling fee for returns. The shipping cost for returns is borne by you, the customer (Excluding returns of damaged items). We do not provide shipping cost for undamaged products. Due to handmade craftsmanship, screen resolution, shooting light and angle, there will be color difference and measurement error. These are unavoidable. If you are concerned about this, please ask us for more actual pictures of the product before ordering.
When returning any item, please be sure to pack the product properly. We recommend that you purchase shipping insurance. We cannot provide a refund for any product received in our warehouse in damaged condition. In such a case, you must file a claim with the shipping company and advise us as what to do with the damaged product. We will hold your product for 14 natural days, after which the product will be destroyed.
How to initiate the return & refund
1. To initiate the return process, please send an email to [email protected], clearly explaining your situation and specifying the product you would like to return.
2. We will check your email. Once your return application approved, you will receive an email of return approval including the address where the packages should be returned.
3. You need to arrange the return by yourself within 14 natural days since receiving the email of return approval. The shipping cost for returns is borne by you. Please tell us the tracking number and the tracking URL by email after sending off the item you wish to return.
4. Once the returned item received, we will tell you by email whether the returned item is eligible for our Return & Refund Policy. If so, we will issue a refund to you. If not, we reserve the right to refuse to refund you.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your returned item is damaged during transportation or not meet the circumstances of return, we reject a refund to you.
After confirming with you and getting your approval, we will process your refund within 3 working days, and the refund will automatically be returned to your credit card or original payment account.
For credit card payment, it takes 3-5 working days to receive a refund.
For PayPal payment, it takes 2-3 working days to receive a refund.
Order Modification and Cancellation
You have the option to make changes to your order details, such as colors, dimensions, shipping address, and telephone number, within 48 hours of placing the order. However, once your order has been shipped, it is no longer possible to make any modifications.
You can cancel your order free of charge within 24 hours of placing it. However, once your order has been shipped, it cannot be canceled. If you still wish to cancel your order after it has been shipped, a fee of 30%-50% of the order amount will be charged to cover our storage costs, order preparation costs, and shipping costs. This fee will be deducted from the refund amount for the item(s) in your order.
Late or missing refunds (if applicable)
If you have not received a refund yet, we recommend following these steps:
- Double-check your bank account to ensure that the refund has not been credited. Allow some time for the refund to be reflected in your account.
- Contact your credit card company, as there may be a processing time before the refund is officially posted to your account.
- Reach out to your bank, as they may also require some processing time before the refund is processed and reflected in your account.
If you have completed these steps and still have not received your refund, please contact us at [email protected]. Our customer support team will be ready to assist you further.
Exchanges (if applicable)
We only replace defective or damaged items. If you need to replace the same product, please email us. For details, please contact: [email protected].
Damaged Goods or missing parts
To ensure a smooth resolution process, any product that is received damaged or with missing parts must be reported within 48 hours of receipt and before installation. It is the responsibility of the recipient to thoroughly inspect the merchandise for correctness and report any discrepancies as soon as possible. Please retain all packaging materials and wait for an inspection by the shipping company. If the packaging of the damaged shipment has been disposed of, we will be unable to provide a replacement. Additionally, please check all boxes for damages and instruct the driver to make remarks on the delivery note if any visible damage or red color on shock indicators is present outside of the box.
If a product is received with broken glass, dented shades, or frames, it will not be considered a defective item and cannot be returned. However, we will gladly provide replacement glass or shades at no extra cost. If you prefer to return the item instead of receiving a replacement, it will be treated as a normal return and be subject to a stock charge of up to 35%. Furthermore, we reserve the right to deduct any outgoing shipment charges from the refund.
Restocking Fee
We will charge you a restocking fee if the return period has expired or if the reason for requesting a return within the return period is one of the following reasons. Common scenarios include:
- (1) Change of mind or buyer’s remorse
- (2) The same product is available somewhere else at a better price
- (3) Items bought by mistake or no longer needed
We will charge up to 100% of the item’s price as the restocking fee, depending on the return period and the condition of the returned item. The following are the restocking fees for different return scenarios:
- (1) If the buyer changes mind about the purchase and returns the product in its original condition within the return period, we will charge 20% of the product amount as restocking fee.
- (2) The buyer changes their mind and returns the product within the return window received by us is damaged or different, we will charge up to 50% of the product amount as restocking fee.
- (3) For items that are in their original condition after the return period has expired, we will charge up to 80% of the product amount as a restocking fee.
- (4) For items that are found to be damaged or non-conforming after the return period has expired, we will charge up to 100% of the product amount as a restocking fee.
If you encounter any problems during shopping on our website, please contact us at support@homehubz.com for a solution. Issue a dispute (such as PayPal dispute) will not be helpful to speed up problem solving.
If you have any questions about our Return & Refund Policy, please contact us at support@homehubz.com
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
