When you purchase from us, we want to make sure your experience is exceptional from the beginning through to after your purchase with us. If something is wrong with your product or you are unhappy with it, you can contact us at anytime and we will take care of the issue for you. We are always willing to help and if you are unhappy for whatever reason, we will do everything we can to make it right.
If you are not 100% satisfied with your purchase, you can return your item within 14 days of receiving it and get a full refund or replacement (excluding the shipping cost as we are unable to refund the initial shipping cost of your order). To comply with the 14-day money back guarantee policy the item must be returned in unused condition and in the same condition that you received it. You are responsible for paying the return cost.
If for some reason you change your mind and want to return your purchase, we accept change of mind returns for 14 days after you have received your item. You can return your item within 14 days of receiving it and get a full refund or replacement (excluding the shipping cost as we are unable to refund the initial shipping cost of your order). To comply with our 14-day change of mind policy it must be in unused condition and in the original packaging. You are responsible for paying the return cost.
Please note if you are returning your item under the 14-day money back guarantee or 14-day change of mind policy to be eligible it must be in complete re-saleable condition and the exact condition you received it.
In the rare circumstance your item arrives damaged or faulty, if you notify Homeglow within the first (7) days of receiving it we will provide you with a full refund or replacement. We will provide your return label.
Once we receive the returned item Homeglow will then give a full refund or replacement. This excludes the shipping cost for 14-day satisfaction and 14-day change of mind as we are unable to refund the initial shipping cost of your order.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you on the status of your refund or replacement depending on the resolution chosen. Once approved, your refund will then be processed and a credit will automatically be applied to your credit card or original method of payment, within 1-7 business days of refund approval.
We aim to accept all returns. In the unlikely event that an item is returned to us by 14-day change of mind or 14-day money back guarantee in an unsuitable condition, we may have to send it back to you. You also may be responsible for the shipping cost and any fees incurred. All goods will be inspected on return. Please allow 5-10 business days from your returns' arrival to our warehouse for your return to be processed.
Due to health and hygiene reasons, we cannot return any earphones, headphones, swimwear, beauty tools or undergarments under our change of mind policy. This excludes damaged or faulty items.
For this reason, if you have changed your mind about your purchase of earphones, headphones, swimwear, beauty tools or undergarments they must be completely unopened and unused to receive a refund. This includes in the original packaging.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. (Excluding damaged or faulty items). For change of mind purchases there may be a restocking and inspection fee incurred. You will be notified of the cost when the return is being organised.
In the case that the item has not been collected from a post office or local collection store where it has been left by the courier, you may be responsible for the shipping cost and a restocking fee.
All returns for damaged or faulty items will be fully refunded including the shipping cost, or a replacement will be offered once we have decided the appropriate resolution. Under Australian Law it is our choice of resolution for damaged or faulty items in most circumstances with minor faults.
If there is no proof of the delivery date, we will assume it is 3 business days after the date of dispatch.
Homeglow reserves the right to make changes to this policy without notice.
Homeglow reserves the right to decline a refund or replacement if the instructions have not been followed, if the item has not been installed correctly, or if the item has been damaged or misused.
Homeglow reserves the right to request troubleshooting information about a certain product to assist in determining any faults regarding the product.
Unless otherwise stated on the product page or above, all Homeglow products can be returned under change of mind purposes. All returns are subject to Homeglow terms and conditions.
Please be aware that the initial shipping cost is non-refundable under both the 14-day money-back guarantee and 14-day change of mind policy. This policy applies even when the free shipping promotion is utilised, as we are unable to recover this amount from the courier.
12-month warranty
All of our products come with a 12 month Australian Warranty under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
All returns need to be organised with Homeglow, we will not be held responsible for any lost items that you have returned without notifying us of the return.
For all return enquiries you can simply contact our friendly support team - we will provide you with a shipping label or return address according to return reason and help you if you have any questions.
