Hometouch Return Policy

We want you to love your purchase. If something isn't right, we're here to help.
This policy explains how returns, exchanges, cancellations, and refunds work for Hometouch.

This Return Policy is incorporated into our Terms & Conditions and should be read together with our Warranty Policy (for defects and damage claims).

2. Start a Return or Exchange

Requests must be initiated within 30 days of delivery.

To be eligible for a return or exchange, items must:

• Be unused and uninstalled
• Be returned in their original packaging
• Include all original parts, accessories, and components
• Be in resalable condition, as determined after inspection

Products may be tested prior to final installation, provided they have not been permanently installed or damaged. To initiate a request, please contact yuren512383505@gmail.com.

3. Final Sale / Non-Returnable Items

The following items are final sale and not eligible for return or exchange (except where covered under our Warranty Policy):

• Custom finishes or custom-made products
• Cut-to-length items
• Installed items
• Open-box items
• Items returned used, damaged, or missing parts upon inspection

4. Return Shipping

4.1 Standard Returns (Non-Defective)

• Customers are responsible for return shipping costs.
• Customers may use their own carrier of choice.
• Return instructions and the designated address will be provided via email once approved.

4.2 Defective / Warranty Returns

• If a product is defective, a claim must be submitted under our Warranty Policy.
• If approved, we may provide a return label or alternative resolution depending on the case.

5. Return Timelines (Strict)

To ensure consistent processing, the following timelines apply:

• Standard Items: Must be shipped within 5–6 business days of approval and received within 15–20 days.
• Large / Oversized Items: Must be shipped within 5–10 business days and received within 30 days.

Returns failing to meet these timelines may be denied or subject to additional fees.

6. Damages, Defects & Warranty

Items arriving damaged or malfunctioning are handled under our Warranty Policy, not as standard returns.

• Remedies may include replacement parts, product replacement, or full/partial refunds.
• Prompt reporting with clear photos/videos of the item and packaging is strongly recommended.
• Note: Hometouch does not reimburse labor or installation costs related to returns or warranty claims.

7. Packaging Requirement

Please retain all original packaging. It reduces the risk of transit damage and is often required for inspection or warranty evaluation.

8. Refunds

Once your return is received and inspected:

• If approved, refunds are issued within 3–10 business days.
• Refunds are issued to the original payment method.
• Original shipping fees are non-refundable.
• Payment providers may require additional time to post the refund to your account.

9. Cancellations

Orders may only be canceled prior to shipment. To request a cancellation, email yuren512383505@gmail.com as soon as possible. If an order has already entered processing (typically within 1–2 business days), it must be handled through the standard return process.

10. Refused or Unclaimed Parcels

If a delivery is refused or returned as undeliverable, any refund will be processed after the item is received and inspected. Refunds may be reduced by applicable shipping costs and restocking fees.