To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Our returns policy is within 30 days of the date the package was delivered.
THE RETURNS PROCESS - STEP BY STEP GUIDE
- Please check if your order meets our returns criteria to get a full refund or replacement.
- Was the package delivered within 30 days?
- Is/are the product(s) in the same condition as it was received?
- Are the products unopened, unused and in the original packaging? If yes to all, go the next step.
- Contact firstname.lastname@example.org to request a return/replacement request. A representative will contact you within 1-2 business days, or within the same day depending on when we receive your request. They will advise you on what to do next.
We do not cover the cost of return shipping. On certain occasions, however, there may be exceptions to this rule and will be determined on a case by case basis, such as if the item being returned can be proven to have had significant damage not caused by processing or handling during shipment and that it can be determined to be a fault on the merchant’s end.
The cost of return shipping will be deducted from your refund balance. If the package arrived damaged during transit, defective, or you received the wrong product(s), we will immediately ship a replacement to you free of charge.
The returned package must be shipped to the address provided below AFTER you receive approval from HF customer support. You are also required to provide a tracking number.
EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and wait for further instructions before sending your item back to us.
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 about the status of your refund.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate code will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
If the package is marked as “Refused”, “Returned to Sender”, “Unable to Deliver” (due to a wrong address provided by the customer) or “Insufficient Address” etc. we will not be able to provide a full refund. If a customer refuses to pay the required customs and duties to simply not pick up their orders held by the courier, they will only be eligible to receive a partial refund. Depending on the issue, we will do our best to find an alternative remedy.
Your return/refund will be processed within 3-5 business days and applied to your original payment method. The standard banking time-frame is about 5-10 business days for your refund to reflect on your account.
If you haven’t received the refund, check your bank account first. Then contact your financial institution. It may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Since we process and fulfill orders within the same or next business day, you must contact us immediately. For faster service, you may chat with us at the bottom right corner of this page or call us at (866) 322-3010 Mon-Fri 8am-5pm. We will do our best to accommodate your request.
PRICE MATCH POLICY
If you place an order on our website and find a lower price from an authorized vendor of HOMMEFACE products, you may be eligible for the price match guarantee. You must contact us within seven (7) days from the purchase date, the referenced price must be from an authorized vendor, and the price must reflect the current promotion offer. If you qualify, we will match the referenced price and refund the balance to the original payment method. Any inquiries received after seven (7) days will not be eligible to receive partial refunds.
CUSTOMER SATISFACTION GUARANTEE
We have a 30-Day satisfaction guarantee. If you’re not satisfied with the product, we will provide a full refund for the cost of the product(s). The refund excludes additional fees such as shipping, customs fees, etc. *Please note the 30-Day satisfaction guarantee is only eligible for first-time orders.