Refund Policy

1. Overview

This Refund Policy explains how cancellations, returns, and refunds are handled on the HomeiCloud platform ("Platform"), operated by HomeiCloud ("we," "our," or "us"). It should be read together with our Terms of Service. Unless stated otherwise, return windows are counted from the date you receive the product.

2. Order Cancellations

Orders may be cancelled within two (2) days of purchase and prior to shipment for a refund to the original payment method, less any non-refundable payment processing fees.

3. Returns

Products may be returned within five (5) days of receiving them, subject to a 15% restocking fee, refunded to the original payment method. After five (5) days, all sales are final.

Building materials, including flooring products, additionally may not be returned once cut or in partial quantities.

4. Condition of Returned Items

All returned items must be unused, undamaged, and in their original packaging.

5. Non-Refundable Items and Fees

Please note:

• Delivery, shipping, and handling fees are non-refundable.
• Custom and discounted purchases are final sales and cannot be cancelled, returned, exchanged, or refunded.

6. Wrong Product Delivered

In the event that you order through the Platform then receive an incorrect product, let us know within three (3) days of receiving your delivery with photo proof. We will investigate and offer to send you the correct product and arrange for the pick-up and return of the incorrectly shipped product at no cost to you.

7. Damaged and Defective Items

Where a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery, and contact us immediately.

Where delivery is accepted and the product is missing parts, is faulty, is defective, or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, within 48 hours of receiving your delivery.

Whereas the remedy depends on the fault itself, you will not be entitled to a remedy for:

• Normal wear and tear of the product;
• Damage arising from improper assembly or modification (except where we or our contractors are responsible for the assembly or modification);
• Damage arising from abnormal use, misuse, or abuse;
• Damage arising from improper care or maintenance (e.g. fabric, leather, or timber);
• Damage to external or product packaging only;
• Damage occurring during your own handling and transportation of goods;
• Insignificant minor variations in product dimensions, colour, grain, or finish (as between a received product and an advertised product);
• Damage resulting from a failure to take reasonable care to keep the product of acceptable quality.

8. How to Request a Refund

Submit a request from your order using the Request a refund option. Your request must include:

• The order number for the affected order;
• A description of the issue; and
• Photos of the item or damage, where relevant, so our team can review quickly.

Our team reviews each request against this policy. Approved refunds are issued to the original payment method, less any applicable restocking or non-refundable fees. The time for funds to appear depends on your bank or card issuer.

9. Contact

If you have questions about this policy or a specific request, please contact our support team.