Refund policy

 

Return and Refund Policy

Last updated: May 25, 2026

Thank you for shopping with Homiva Store.

We want you to be satisfied with your purchase. This Return and Refund Policy explains when returns, refunds, replacements, or cancellations may be accepted.

By placing an order with Homiva Store, you agree to the terms below.

1. Contact Information

If you have any questions about returns, refunds, or order issues, please contact us by email:

Homiva Store Customer Support
Email: phong.nd.bka@gmail.com

Please include your order number when contacting us so we can assist you faster.

2. Return Window

You may request a return within 30 days of delivery.

To be eligible for a return, the item must be:

  • In the same condition that you received it
  • Unused or lightly inspected only
  • In its original packaging where possible
  • With all accessories, parts, manuals, and included items
  • Accompanied by proof of purchase or order number

Return requests made more than 30 days after delivery may not be accepted.

3. How to Request a Return

To start a return, contact us at:

phong.nd.bka@gmail.com

Please include:

  • Your order number
  • Your full name
  • The item you want to return
  • The reason for the return
  • Photos or videos if the item is damaged, defective, incorrect, or not as described

Once your return request is reviewed, we will provide return instructions if your return is approved.

Please do not send items back before contacting us. Returns sent without approval may not be accepted.

4. Return Shipping

Unless the item is damaged, defective, incorrect, or not as described, customers are responsible for return shipping costs.

Original shipping fees, if any, are non-refundable.

If your return is approved, we will provide the return instructions by email.

We recommend using a tracked shipping service for returns. Homiva Store is not responsible for returned packages that are lost, delayed, or damaged during return transit.

5. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, incorrect, or missing parts, contact us within 7 days of delivery at:

phong.nd.bka@gmail.com

Please include:

  • Your order number
  • Clear photos or videos of the issue
  • Photos of the packaging
  • A short description of the problem

After reviewing your case, we may offer one of the following solutions:

  • Replacement item
  • Replacement part
  • Refund
  • Store credit
  • Other suitable resolution

Please do not discard the item or packaging until your case has been reviewed.

6. Non-Returnable Items

Certain items cannot be returned unless they arrive damaged, defective, incorrect, or not as described.

Non-returnable items may include:

  • Used items
  • Items damaged by misuse, improper handling, or accidental damage
  • Items missing parts, accessories, or original packaging
  • Clearance or final sale items, if clearly marked as final sale
  • Gift cards
  • Personalized or custom-made items
  • Personal care or hygiene-related products that have been opened or used

If you are unsure whether your item is eligible for return, contact us before sending it back.

7. Refunds

Once we receive and inspect your approved return, we will notify you by email about whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank, card issuer, PayPal, or payment provider.

Homiva Store does not control the processing time of banks or payment providers.

8. Partial Refunds

In some cases, only a partial refund may be granted.

Partial refunds may apply if:

  • The item is returned used, damaged, or incomplete
  • Parts, accessories, or packaging are missing
  • The item shows signs of wear beyond normal inspection
  • The return is approved as an exception outside the standard return window
  • The customer chooses to keep a damaged or defective item at a discount

We will review each case individually.

9. Exchanges and Replacements

We may offer an exchange or replacement if your item arrives damaged, defective, incorrect, or missing parts.

For faster service, contact us at:

phong.nd.bka@gmail.com

Please include your order number and photos or videos of the issue.

If a replacement is approved, we will provide details by email.

10. Order Cancellations

Orders may be cancelled only if they have not yet been processed or shipped.

If you want to cancel an order, contact us as soon as possible at:

phong.nd.bka@gmail.com

Once an order has been processed or shipped, we cannot guarantee cancellation.

If your order has already shipped, you may need to wait until the item is delivered and then request a return under this policy.

11. Orders in Transit

We cannot issue a refund simply because an order is still in transit within the estimated delivery timeframe.

Estimated delivery times are explained in our Shipping Policy.

If your order is delayed beyond the expected timeframe, contact us at:

phong.nd.bka@gmail.com

We will review the tracking status and assist you with the next steps.

12. Lost Packages

If your package appears to be lost or tracking has not updated for an unusually long period, contact us at:

phong.nd.bka@gmail.com

We may need to investigate with the carrier or fulfillment partner.

Depending on the situation, we may offer:

  • Continued tracking support
  • Replacement shipment
  • Store credit
  • Refund, where applicable

Lost package cases are reviewed individually.

13. Delivered but Not Received

If tracking shows that your order was delivered but you did not receive it, please:

  1. Check around your delivery location.
  2. Ask household members, neighbors, building staff, or reception.
  3. Contact your local carrier for delivery confirmation.
  4. Contact us at phong.nd.bka@gmail.com.

Homiva Store is not responsible for packages marked as delivered by the carrier to the correct shipping address. However, we will do our best to help you review the situation.

14. Incorrect Shipping Address

Customers are responsible for providing a complete and correct shipping address at checkout.

Homiva Store is not responsible for orders lost, delayed, returned, or delivered incorrectly due to an incorrect or incomplete address provided by the customer.

If you notice an address mistake, contact us immediately at:

phong.nd.bka@gmail.com

We will do our best to update the address before the order is processed, but we cannot guarantee changes after an order has been submitted.

15. Refused or Unclaimed Packages

If a package is refused, unclaimed, or returned due to customer inaction, incorrect address, unpaid customs fees, or failure to collect the package, the customer may be responsible for return shipping costs, reshipping costs, or other related fees.

Refunds for refused or unclaimed packages are reviewed individually.

16. Customs, Duties, and Import Fees

For international orders, customs duties, import taxes, VAT, or other local fees may apply depending on your country’s rules.

These charges are the responsibility of the customer unless otherwise stated at checkout.

If a package is refused because of unpaid customs duties or import fees, related costs may be deducted from any eligible refund.

17. Final Sale Items

Items marked as Final Sale, Clearance, or Non-Returnable cannot be returned unless they arrive damaged, defective, incorrect, or not as described.

Final sale status will be clearly stated on the product page where applicable.

18. Fraud, Abuse, or Policy Misuse

Homiva Store reserves the right to refuse returns, refunds, replacements, or cancellations if we believe there is fraud, abuse, misuse of this policy, or repeated excessive return activity.

We may also refuse claims involving:

  • False damage reports
  • Altered or misleading photos
  • Chargeback abuse
  • Items damaged intentionally
  • Claims inconsistent with tracking or delivery records

19. Your Consumer Rights

Nothing in this Return and Refund Policy is intended to limit any consumer rights that cannot be excluded under applicable law.

Depending on your location, you may have legal rights relating to faulty goods, misdescribed products, cancellations, returns, or refunds.

20. Changes to This Policy

We may update this Return and Refund Policy from time to time.

Any changes will be posted on this page with an updated “Last updated” date.

Your continued use of our website after changes are posted means you accept the updated policy.

21. Contact Us

For return, refund, cancellation, or order-related questions, contact:

Homiva Store Customer Support
Email: phong.nd.bka@gmail.com

Please include your order number so we can assist you faster.