Return and exchange policy

 

Homedorya (hereinafter referred to as “we”, “us”, or “our”) provides products exclusively through our online store. This Returns and Exchanges Policy explains the applicable scope, procedures, and responsibilities related to return and exchange requests, helping ensure a clear and smooth after-sales experience.

1. Valid Period for Returns and Exchanges

You may submit a return or exchange request within 30 days from the date you receive the product. Requests submitted after this period will not be accepted.

2. Conditions for Returns and Exchanges

Within the valid period, return or exchange requests may be accepted under the following circumstances:

• The product has visible appearance defects or damage;
• The product has quality-related defects or functional issues affecting normal use;
• The product has an unusual odor, significant color difference, or other abnormal conditions that affect normal use;
• The received product does not match the order details (wrong item or missing item);
• A return or exchange is requested without a stated reason, provided the product remains unused, in good condition, and suitable for resale.

3. Return Process

Return requests are generally handled according to the steps below:

• Contact us via email or telephone to submit a return request, providing your order number, proof of payment (if applicable), reason for return, and relevant photos or videos as supporting evidence;
• Our customer service team will review your request as soon as possible. If approved, you will be notified and provided with the designated return address and return instructions;
• Please securely package the product and return it to the specified address, then wait for confirmation that we have received the returned item;
• After receipt, we will inspect the product. If the inspection confirms eligibility, a refund will be arranged accordingly.

4. Exchange Process

If you wish to request an exchange, please follow the steps below:

• Contact us via email or telephone to submit an exchange request, providing your order number, proof of payment (if applicable), reason for exchange, and relevant photos or videos as supporting evidence;
• If approved, our customer service team will notify you and provide the designated return address along with further instructions;
• Please return the product to the designated address and wait for confirmation that we have received and inspected the returned item;
• After inspection confirms eligibility, we will arrange shipment of the replacement product within 1–3 business days.

5. Refund Process

Refunds will be issued to the original payment method used at checkout, including Visa and MasterCard. Depending on the processing efficiency of your card issuer, refunds are expected to be credited within 1–5 business days. If the refund is not received within this timeframe, please contact us for assistance.

6. Cost Allocation

• If the return or exchange is due to appearance defects, quality issues, unusual odors, significant color differences, or receiving an incorrect product, the related return shipping costs will be covered by us;
• If the return or exchange is requested without a stated reason (change of mind), the shipping costs will be borne by you.

7. Responsibility Statement

Please ensure that returned products are kept in their original condition and securely packaged. Damage caused during return shipping due to improper packaging, misuse, or personal handling may affect the processing of your return or exchange request.

8. Return Label

If a return label is included in the package for your order, please follow the instructions provided and attach it to the outside of the return parcel to help ensure accurate identification and efficient processing.

9. Contact Us

Contact Address: 5902 Melstone Drive, Arlington, TX 76016-2759, United States
Customer Service Phone: +1 (646) 309-5458
Customer Service Email: hello@homedorya.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)