Refund Policy
This policy applies to products purchased directly from the Homture official online store. For purchases from other retailers or marketplaces, please contact your seller for return and refund assistance.
30-Day Returns
You may request a return within 30 calendar days of delivery. For change-of-mind returns, the product must be in the same condition as received, free from customer-caused damage, and returned in its original packaging with all included accessories.
These condition requirements apply to change-of-mind returns. They do not prevent you from reporting a defective, damaged, or incorrect item or exercising your statutory rights.
Return Shipping Costs
| Return Reason | Examples | Return Shipping |
|---|---|---|
| Product or Delivery Issue | Confirmed manufacturing defect, damage during delivery, or an incorrect item received. | Covered by Homture after verification. |
| Change of Mind | Item no longer wanted, accidental purchase, or size or compatibility preferences where the product was accurately described. | Paid by the customer. |
For approved product or delivery issues, our support team will arrange a prepaid return label or confirm reimbursement of reasonable return shipping costs. Please contact us before arranging your own shipment.
Products damaged through misuse, accidents, or improper handling are not eligible for change-of-mind returns merely because the customer pays return shipping. If you are unsure whether your item qualifies, please contact us for assistance.
How to Request a Return
- Contact us: Email support@homture.com with your order number or other proof of purchase and the item you wish to return. If there is a product issue, include a description and relevant photos or videos where available.
- Receive return instructions: Once approved, we will provide return authorization and the designated return address. The address on your original shipping label is not necessarily a return address.
- Prepare your return: Include the original packaging and accessories, pack the product securely, and follow the instructions provided. Use tracked shipping and retain your proof of shipment.
- Inspection: After receiving your return, we will inspect it and notify you whether your refund or replacement has been approved.
Please contact us before sending a return. Packages sent without authorization or to an incorrect address may delay identification and processing. Our authorization process does not limit any statutory cancellation or return right.
Preparing Your Frame
Before returning a frame, back up any photos or other content you wish to keep, remove personal storage media, and disconnect your account and erase personal data using the available device or app controls. If a fault prevents you from doing so, tell our support team before shipping. Do not send us your account password.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery and report any damage, defect, or incorrect item as soon as possible, preferably within 7 days of delivery. Include your order number and relevant photos or videos where available so we can assess the issue.
For confirmed damage during delivery or an incorrect item, you may choose a free replacement or a free return for a refund. Replacements are subject to stock availability; if a suitable replacement is unavailable, we will arrange a refund.
For confirmed manufacturing defects, we will arrange an appropriate return, replacement, or refund under the applicable return or warranty coverage and consumer law. The recommended 7-day reporting period does not invalidate an otherwise eligible warranty claim or statutory remedy.
Refunds
Approved refunds are issued to the original payment method within 3–5 business days after inspection. Depending on your bank or payment provider, it may take 10–15 business days for the funds to appear in your account after the refund is issued.
Product refunds are based on the amount actually paid for the returned items after discounts. Applicable taxes are adjusted as required by law. Any legally required earlier refund deadline takes precedence over the processing times above.
If your refund has not appeared after the expected processing period, please contact your payment provider and our support team for assistance.
Warranty
Homture products include a one-year limited warranty from the date of purchase covering manufacturing defects. This warranty is separate from our 30-day return policy. Contact us for assistance if a covered issue arises after the return period. Nothing in this policy limits mandatory consumer rights or any longer protection required by law.
Contact Us
For return, refund, or warranty assistance, email support@homture.com. Please include your order number if available.