loading
This Service Policy applies to all online services and transactions provided by Homivivo (hereinafter referred to as "we"). This policy outlines the scope of services, order processing procedures, user responsibilities, and related rights and obligations to ensure clarity and transparency.
1. Introduction and Scope of Application
This policy applies to all browsing, ordering, and service-related activities conducted through the Homivivo website. By using this website, you acknowledge that you have read, understood, and agree to the terms outlined in this policy.
2. User Accounts and Website Responsibility
Users are responsible for ensuring that all information provided during account creation and checkout is accurate and complete. We are responsible for maintaining the normal operation of the website and essential service functions, but we are not liable for issues caused by inaccurate user-provided information or external factors.
3. Product Information, Inventory, and Pricing
All product descriptions, stock status, and prices are displayed on the website. Stock levels may change due to demand or system updates. All listed prices include applicable taxes, and no additional fees will be charged after checkout or delivery.
4. Orders and Payments
Orders are confirmed once payment has been successfully completed. In cases of payment failure, transaction anomalies, or incomplete information, we reserve the right to suspend or cancel orders and will notify the user accordingly.
5. Delivery Conditions
We only offer delivery services within Australia. Once payment is successful, the order will be confirmed and enter the preparation stage. The standard processing time is approximately 1 to 3 business days. Once preparation is complete, the package will be handed over to the designated logistics provider for delivery. Estimated delivery time is typically 7 to 10 business days after shipment, depending on the destination and current order volume. To ensure reliable service, we cooperate with reputable logistics companies such as StarTrack, Australia Post, and UPS. Orders totaling AUD135 or more qualify for free shipping, while orders below this amount are subject to a fixed shipping fee of AUD8.99. All applicable taxes and related fees are included in the listed price, with no additional charges. For the most up-to-date delivery details, please refer to our Shipping policy.
6. Order Cancellation
After successful payment, you may submit a cancellation request within 48 hours if the order has not entered the preparation stage or been handed over to the carrier. Once processing or shipping has begun, cancellation is no longer possible. In such cases, you may submit a return request after receiving the order according to our Order cancellation policy.
7. Returns and Exchanges
You may request a return or exchange within 45 days of receiving the item. Eligible return/exchange conditions include visible appearance defects, quality issues, noticeable color discrepancies, odors, or cases where the received item does not match the order details. For detailed conditions and procedures, please refer to our Returns and exchanges policy.
8. Refund Policy
Approved refunds will be processed back to the original payment method. The processing time depends on the payment service provider and bank system. We expect the refund to be processed within 3-5 business days. If delayed, please contact us for assistance.
9. Dispute Resolution and Applicable Principles
In the event of a dispute, we strive to resolve issues through communication and reasonable solutions. We comply with all applicable Australian regulations, including data protection obligations. We reserve the right to update this policy, and any significant changes will be communicated to users.
10. Privacy and Data Protection
We respect user privacy and handle personal information responsibly. Data collected is used solely for order processing, customer support, and service improvement, and we take appropriate measures to protect information security. Read our full Privacy Policy for details.
11. Intellectual Property
All content on this website, including text, images, layout, and design elements, is protected by intellectual property laws. Unauthorized reproduction, distribution, or use is prohibited.
12. Limitation of Liability
To the extent permitted by law, we are not responsible for indirect losses caused by delays, technical issues, or circumstances beyond our reasonable control. Our liability is limited to the value of the related order.
13. Modification of Service Terms
We reserve the right to modify this policy at any time due to operational or regulatory changes. The updated terms will be published on this page and will take effect immediately upon posting.
14. Contact Information
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)
