Refund policy
HomEye Refund, Resend & Returns Policy
At HomEye, we are committed to providing excellent customer service and satisfaction. Please
review the following Refund, Resend, and Returns Policy for more information on how we
handle your orders.
⚠ All disputes must be submitted through the appropriate platform. Failure to do so may result
in permanent account suspension.
✅ What Qualifies for Refund, Resend, or Return
We will process a refund, resend, or return in the following cases:
1. Order Delays
Orders that are lacking tracking information or are pending for over 60 days after departure.
Specific timelines may apply depending on the country and shipping method:
• USA: 45 days after departure.
• Brazil: 110 days after departure due to customs delays.
• Other Shipping Methods: 100 days for orders shipped via certain lines.
Important Notes: Orders may be delayed if they are waiting for collection at the local post
office or due to address issues. Please check with your local post office if necessary.
2. Orders Not Received
• If tracking information shows that the order has been delivered, no refund or resend will
be provided.
• If the customer has not received the order, a non-delivery certificate from the local post
office is required.
Tracking Information Alert: In cases where tracking shows issues such as incorrect address,
customs problems, or unclaimed delivery, please contact the local post office for clarification.
3. Damaged Products
• Full refund or replacement if products are badly damaged upon arrival.
• Partial refund or replacement for products with minor damage (e.g., slight wrinkles or
small scratches).
Important Notes:• For fragile items, we highly recommend requesting a refund.
• For damage to packaging, refunds are not possible due to long-distance international
shipping.
• Claims for electronics must be made within 30 days of delivery.
4. Incorrect or Missing Products
• Full refund or replacement for incorrect items.
• Refund or resend for incorrect sizes or colors that do not affect the functionality of the
product.
• Partial refund or resend for missing parts that do not affect functionality; full resend if the
missing parts affect functionality.
Important Notes: For size issues, please provide a photo of the item with accurate
measurements to help us resolve the dispute quickly.
5. Order Cancellations
• Full refund can be processed if the order is canceled before the products are processed or
shipped.
• Orders for customized items or pre-orders cannot be canceled once payment has been
processed.
🔍 How to Submit a Dispute
To help us resolve any issues quickly, please include the following when submitting a dispute:
• Photos or videos of any damaged products.
• Screenshots of customer complaints, including name, date, and content (e.g., email,
dispute).
• Return the product if requested.
⚠ Important Notes & Exceptions
1. Dispute Deadlines
Disputes must be filed within 7 days of delivery or expected delivery date.
2. Force Majeure
We are not responsible for delays or losses caused by events beyond our control, such as:• Natural disasters
• Epidemics
• Customs delays
• War or political unrest
3. Shipping Method Restrictions
Disputes may not be processed for certain shipping methods that do not include tracking.
4. Delivery Location Restrictions
We may not be able to process disputes for undelivered orders to certain countries. These regions
may have different delivery times or restrictions.
5. Returns
• Returns must be authorized in advance.
• Unauthorized returns will not be processed or refunded.
6. Service-Based Products
• Services (e.g., photography, packaging) are non-refundable once fulfilled.
7. Unacceptable Disputes
Disputes based on:
• Buyer’s change of mind
• Item doesn’t “look like expected” without clear quality issues
• Delays caused by force majeure
• Unauthorized returns
📝 Important Interpretation
1. Deadline for Opening Dispute
• A dispute cannot be opened once the order status is marked as "closed."
• A dispute cannot be resolved if tracking information from a third-party logistics provider
is untraceable.
2. Force Majeure[បំេពញពត័/នរបស់អ5ក] is not responsible for any product damage or shipping delays caused by force
majeure events, including but not limited to:
• Epidemic situations
• International conflicts, strikes, or war
• Natural disasters such as earthquakes, floods, storms, or heavy snow
• Customs inspection delays or issues
HomEye will make reasonable efforts to notify you via email, phone, or other
communication channels if there are any such delays or issues.
3. Shipping Method Limits
Certain shipping methods are not trackable once the package arrives in specific countries, states,
or cities.
HomEye will inform you in advance about shipping methods that may not offer tracking
for some destinations.
We will not accept disputes for orders shipped using the following methods when sent to certain
countries or regions:
• PostNL
• Electric PostNL
• CJPacket EUB
• CJPacket Postal Route
• CJPacket Railway Economy
Important Note: Remote or hard-to-reach locations may incur additional shipping fees.
4. Destination Limits
Due to limited international transportation options, [បំេពញពត័/នរបស់អ5ក] will not accept disputes for
orders shipped to the following countries or regions:
(Full country/region list remains unchanged for brevity here)
5. Returns
• Returns are accepted only to designated warehouses in specific locations.
• We do not recommend returning products due to high international shipping costs and the
possibility of loss or damage during return transit.
• If you decide to proceed with a return, follow the instructions provided by our customer
service team.
• Please return products within 30 days of receiving your order.
6. Service Products
For service products (such as custom services, digital services, etc.), please note the following:
• Damaged or delayed service-related products may not qualify for a refund.
• Bad quality claims for service products will not be accepted, as the service was provided
by a third-party supplier.
• If the service product did not undergo the quality inspection process, we cannot accept
any disputes.
7. Unacceptable Disputes
HomEye will not accept unreasonable disputes, including but not limited to:
• The buyer simply does not like the product.
• Product descriptions that the buyer claims are inaccurate or misleading (but were
accurately listed).
• Unusual product odors (unless it significantly affects product quality).
• Buyer ordered the wrong items or SKU.
• Shipping address was incorrectly provided.
• Product differences were previously discussed and agreed upon.
• Tracking information was deleted or modified by the logistics company or local post
office.
• Packages were returned, discarded, or detained due to customs failure or the consignee
not complying with customs clearance requirements.
💬 Need Help?
If you're unsure whether your order qualifies for a refund or resend, please contact our customer
service team at
support@homeye.com before opening a dispute.
We’re here to help ensure your shopping experience is as smooth and stress-free as possible.