loading
This Return & Exchange Policy applies to all purchases made through the Homivivo online store (hereinafter referred to as “we”). We strive to offer well-crafted products and a reliable shopping experience. If, for any reason, your purchase does not meet expectations, you may request a return or exchange in accordance with the terms outlined below.
1. Return & Exchange Timeframe
Return or exchange requests must be submitted within 45 days from the date the order is delivered. Requests made after this period may not be accepted.
2. Eligible Reasons for Return or Exchange
We accept returns or exchanges under the following circumstances:
Product Condition Issues: The item arrives with visible damage, scratches, or manufacturing defects.
Quality or Functional Problems: The product does not function properly or has quality-related issues.
Odor or Color Variance: The item has an unusual smell or shows a significant color difference that affects its appearance or usability.
Incorrect Item: The received product does not correspond to the original order.
No-Reason Requests: Returns or exchanges requested for personal reasons, provided the product remains unused, complete, and suitable for resale.
3. Return Procedure
To initiate a return or exchange, please contact our customer service team by email or phone and provide:
Your order number
Proof of payment
Reason for return or exchange
Clear photos or videos (if applicable)
Once your request is reviewed and approved, we will send you the return instructions, including the return address and label.
Please pack the item securely in its original packaging, ensuring that all accessories, manuals, and materials are included. After the product is shipped back, please wait for confirmation of receipt.
Upon arrival, the returned item will be inspected to verify that it meets the return conditions.
4. Exchange Procedure
If you wish to exchange an item, please follow the same contact process and provide the required order details and supporting materials.
After approval, you will receive the return address and instructions. Please return the product in its original condition and packaging, including all accessories.
Once the item passes inspection, the replacement product will be dispatched within 1–3 business days. Estimated delivery times may vary and are subject to our Shipping Policy.
5. Refund Details
Refund Method: Refunds will be issued to the original payment method used at checkout, including JCB, Mastercard, and VISA.
Processing Time: Refunds are typically completed within 3–5 business days, depending on your bank or payment provider. If the refund has not appeared after this period, please contact us for support.
6. Shipping Fee Responsibility
For returns or exchanges due to product defects, quality issues, odor, significant color differences, or incorrect items, we will cover the return shipping costs.
For no-reason returns or exchanges, the return shipping cost will be the customer’s responsibility.
7. Responsibility & Disclaimer
If the product is damaged or lost during the return shipment, we will take responsibility, provided the return instructions have been followed correctly.
Refunds or exchanges will only be processed after the returned item has been inspected and confirmed to meet the stated requirements.
Returns or exchanges sent without prior approval or not following the designated procedure will not be accepted.
8. Contact Us
If you have any questions or need further information, please feel free to contact us:
Contact Address: 9310 SILVER STREAM LN APT J, HENRICO, VA 23294-6450, United States
Customer Service Phone: +1 (845) 240-9884
Customer Service Email: contact@homivivo.com
Operating Hours: Monday to Friday, 9:00 AM to 5:00 PM (Australia/Sydney, AEST/AEDT)
