Return and exchange policy
This Returns & Exchanges Policy applies to purchases made through the Homelivino (hereinafter referred to as “we”, “us”, or “our”) online store. It is intended to provide clear and transparent guidance regarding return and exchange requests and to ensure a smooth after-sales experience.
1. Return & Exchange Window
Return or exchange requests may be submitted within 30 days from the date the order is successfully delivered and signed for. Requests submitted after this period may not be accepted.
2. Acceptable Reasons for Return or Exchange
Within the eligible period, return or exchange requests may be made under the following circumstances:
- The item shows visible appearance-related issues.
- The item has quality-related defects that affect normal use.
- The item has an unusual odor, significant color variation, or other noticeable abnormalities.
- The item received does not match the order details.
- A return or exchange is requested without a specific reason, provided the item remains unused and in good condition.
3. Return Process
- Contact our customer service team via email or phone to request a return and provide your order number, proof of payment, the reason for return, and any supporting photos or videos.
- Our team will review your request promptly. If approved, you will be notified and provided with the designated return address and instructions.
- Send the item back to the specified return address and retain any shipping receipt or tracking information for reference.
- After the returned item is received and inspected, and if the inspection confirms the reported issue, the refund will be arranged without delay. For additional details, please refer to our Refund Policy.
4. Exchange Process
- Contact our customer service team via email or phone to request an exchange and provide your order number, proof of payment, the reason for exchange, and any supporting photos or videos.
- Our team will review your request. If approved, you will receive the designated return address and exchange instructions.
- Return the item as instructed and wait for confirmation of receipt.
- Once the returned item has been received and verified, the replacement item will be shipped within 1–3 business days. Estimated delivery timelines and related details are available in our Shipping Policy.
5. Refund Processing
- Refund method: Refunds are issued to the original payment method used at checkout, such as Visa or MasterCard.
- Processing time: Depending on the card issuer or bank, refunds are typically credited within 1–5 business days.
- Delayed refunds: If the refund is not received within this timeframe, please contact our customer service team for assistance.
6. Shipping Cost Responsibility
- If the return or exchange is due to appearance issues, quality defects, unusual odors, significant color differences, or receipt of an incorrect item, the related return shipping costs will be covered by us.
- If the return or exchange is requested for personal reasons, the return shipping costs will be the responsibility of the customer.
7. Responsibility Statement
Returned items must be properly packaged and include all original components and accessories. If an item is returned in a condition that does not correspond to the stated reason or is affected by improper handling or packaging, this may impact the processing outcome. Each case will be reviewed based on the actual condition of the returned item.
8. Return Label
A return label is included inside the package when applicable. Please follow the provided instructions and use the label as directed to ensure accurate identification and efficient processing of your return.
9. Contact Us
If you have any questions regarding this Returns & Exchanges Policy or require further assistance, please contact us using the details below:
Contact Address: 340 Dixon Drive, Hewitt, TX 76643, United States
Customer Service Phone: +1 (914) 255-2826
Customer Service Email: support@homelivino.com
Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)