Return, Refund and Exchange Policy

At HOMELY HOMEWARE, we strive to ensure that every customer receives the correct products in good condition. Please read our Return, Refund and Exchange Policy carefully before making a purchase.

1. General Policy

All items sold by HOMELY HOMEWARE are generally non-refundable and non-exchangeable unless one of the following situations applies:

  • The wrong item was sent by the merchant.
  • The item received does not match the specifications, description, features or information advertised on our Website.
  • The item received is spoiled, damaged or defective upon delivery.
  • The delivery exceeds the estimated delivery timeframe stated in our Shipping Policy.

Requests that do not fall under the above conditions will generally not be accepted, subject to applicable consumer protection laws.

2. Return and Refund Eligibility

Customers who receive incorrect, damaged, defective or significantly misrepresented items may contact us to request a return, replacement or refund.

All requests will be reviewed by our team. Depending on the circumstances, we may offer an appropriate resolution, which may include a replacement, exchange, repair or refund.

Items must be returned in their original condition and packaging where reasonably possible, unless the issue itself makes this impractical.

3. Required Evidence for Refund Requests

To help us verify and process refund requests, customers are required to provide the following evidence:

  • Unboxing Video: A clear and continuous video showing the unopened parcel, shipping label, original packaging and the item received.
  • First-Use Video: A clear video demonstrating the first use of the item, where applicable, particularly when reporting functional defects.
  • Supporting Evidence: Relevant photographs, order details, product information or any additional documents requested by our team.

All submitted evidence must be clear and genuine to allow proper verification of the reported issue.

4. Request Submission and Timeframe

All return, refund and exchange requests must be submitted to us at homelyhomeware@outlook.com within 24 hours of receiving the item.

Customers must include the following information in their request:

  • Full name and contact details.
  • Order number.
  • Product name and description of the issue.
  • Required videos, photographs and supporting evidence.

Requests submitted after the 24-hour period or without the required supporting evidence may not be accepted, subject to applicable consumer protection laws.

We encourage customers to inspect their orders immediately upon delivery and contact us as soon as possible if any issues are identified.

5. Refund Processing

Once a refund request has been reviewed and approved, we will arrange the refund through an appropriate payment method.

The processing time may vary depending on the original payment method and the relevant payment provider or financial institution.

Customers will be notified of the refund arrangement and any further steps required.

6. Return Shipping Arrangements

If a return is approved due to an incorrect, damaged or defective item, we will provide instructions regarding the return process.

Customers should not send any items back without first receiving confirmation and return instructions from our team.

Any applicable return delivery arrangements will be communicated during the approval process.

7. Contact Us

If you have any questions regarding this policy or wish to submit a return, refund or exchange request, please contact us:

HOMELY HOMEWARE SDN. BHD.