Return Policy

Returns Policy — Homrz

Last updated: April 2, 2026

This policy explains how returns, exchanges, and refunds work on Homrz (the “Platform”). By using the Platform or placing an order, you agree to this policy.

Important: Homrz is a marketplace. Sellers are responsible for product quality and fulfillment. Homrz facilitates payments and dispute handling under this policy and applicable laws.

1) Definitions

1. Buyer: the customer placing an order.
2. Seller/Vendor: the merchant selling through Homrz.
3. Homrz Wallet: stored value/credit inside the Platform.
4. Cash on Delivery (COD): cash collection via a third-party courier/collection partner for a fee.

2) Return & Exchange Window

Unless stated otherwise on the product/store page:

1. Returns or exchanges can be requested within 14 days of delivery.
2. Items must be:
3. Unused (except for valid defect/damage claims)
4. In original condition
5. With original packaging, accessories, and freebies (if any)
6. With proof of purchase (order number)

3) Non-Returnable Items (Examples)

Returns may not be accepted for:

1. Customized / made-to-order items
2. Personal care / hygiene items if opened or used
3. Perishable goods
4. Digital products / codes after delivery or activation
5. Any item clearly marked non-returnable before purchase

4) Full Refund Eligibility

A full refund typically applies if:

1. The item arrives damaged or defective
2. The item is materially not as described
3. You received the wrong item
4. Delivery fails due to a clear Seller/courier issue (case-by-case with evidence)

5) Return Shipping Costs

1. Seller fault (damaged/defective/wrong item): Seller typically covers return shipping.
2. Buyer preference (change of mind/size/color): Buyer typically covers return shipping unless Seller states otherwise.

6) COD via Third-Party Partner (Fees & Refunds)

1. COD service/collection fees may be non-refundable because they are charged by a third party for providing the service, unless cancellation/failure is caused by a proven Seller fault or a clear operational issue by the collection partner (handled case-by-case).
2. COD refunds are typically issued to:
3. Homrz Wallet, or
4. An alternative method/transfer where available, subject to the partner’s process.

7) Refund Methods

Refunds may be processed via:

1. Original payment method (for online payments), where available
2. Homrz Wallet (often faster, and used when original method is not possible)
3. Transfer/alternatives for certain COD cases based on partner capabilities

8) Partial Refunds

Partial refunds may apply if:

1. Missing accessories/packaging/freebies
2. Signs of use or damage not related to manufacturing defects
3. Condition differs from “resalable” without valid justification

We will communicate the reason before processing a partial refund.

9) How to Request a Return/Refund

1. Account > Orders > select order > Request Return/Refund
2. Select reason and attach photos/video (especially for damage/defect)
3. Seller usually responds within 3–5 business days
4. If approved, you receive return shipping/pickup instructions
5. After inspection, the refund is processed as per timelines below

Support: info@homrz.com

10) Inspection

Returned items may be inspected to verify:

1. Item matches the order
2. Condition/usage (for preference-based returns)
3. Packaging/accessories completeness

If rejected, the item may be shipped back and shipping charges may apply depending on the case.

11) Refund Timelines

After final approval:

1. Homrz Wallet: typically 1–3 business days
2. Online payments: typically 5–14 business days (bank/provider dependent)
3. COD (third-party): typically 3–14 business days (partner dependent)

12) Cancellations Before Shipment

Orders can be cancelled before shipment/processing.

If already shipped/handed to courier, the return process may apply instead of cancellation.

13) Disputes & “Homrz Protection”

If Buyer and Seller cannot resolve an issue, a dispute can be opened. We may request evidence (photos, messages, tracking) to help reach a fair outcome. Repeated violations may lead to account restrictions.

14) Chargebacks

If a Buyer initiates a chargeback through their bank:

1. The Platform dispute may be paused pending the bank decision.
2. Evidence may be requested (delivery proof, communications).
3. Refund outcomes may follow the bank’s decision.

15) Contact

info@homrz.com