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Refund and Returns

Homesun Dispute Resolution Policy

All disputes must be opened directly on the Homesun platform. Failure to do so may result in the permanent blocking of your account.

Homesun offers a streamlined dispute resolution process. To expedite the process, please provide the following:

  • Proof of damage: Clear photos or videos of the damaged item.
  • Communication records: Screenshots of emails, dispute messages, or order details.
  • Returned items: If requested by our Dispute Team, please return the product to Homesun.

Homesun will consider refunds, resends, or returns for the following:

  • Delayed Orders:
    • Standard: 60 days after departure from Homesun.
    • USA: 45 days after departure from Homesun.
    • Brazil: 110 days after departure from Homesun.
    • Exceptions: Certain shipping methods may have different timelines.
  • Orders Not Received:
    • Proof: A non-delivery certificate from the local post office is required.
    • Tracking Alerts: Homesun will investigate tracking alerts (e.g., incorrect address, refused delivery).
  • Damaged Products:
    • Full refund or replacement: For severe damage.
    • Partial refund or replacement: For minor damage.
  • Incorrect or Missing Products:
    • Full refund or replacement: For incorrect or missing items.
    • Partial refund or resend: For missing parts or minor discrepancies.
  • Order Cancellations:
    • Refunds: Before products are processed.
    • Exceptions: Customized, pre-order, and media orders.

Important Notes:

  • Deadlines: Disputes must be opened before the order status is closed.
  • Force Majeure: Homesun is not liable for delays or damage caused by force majeure events.
  • Shipping Method Limits: Certain shipping methods have limitations and may not be eligible for disputes.
  • Destination Limits: Some countries have restrictions on returns and disputes.
  • Service Products: Specific rules apply to service products.
  • Unacceptable Disputes: Homesun will not accept disputes for reasons such as buyer's remorse, incorrect orders, or shipping address errors.

Homesun is committed to providing exceptional customer service. Should you have any questions, please contact our support team by HelpCenter.