Customer satisfaction is our most important thing, with this belief we always improve our products and promptly support customer complaints as soon as possible.
Below are our refund and replacement policies.
I. REPLACE OR REFUND POLICY
Applicable in the following cases:
1. Ship the wrong item; wrong size/wrong address (different from provided information on the order); damaged item (the damage can be seen clearly):
- Wrong garment: Receive a wrong garment or wrong brand.
- Wrong Item: Received the wrong product type.
If we sent the wrong parcels, customers are allowed to keep parcels at their own disposal without any additional costs required.
2. Low printing quality and wrong position of printing:
- Blurry Print: Edges of the print are out of focus, and not distinct. Design details are fuzzy, and distorted, and do not represent the quality of the print file.
- Design Placement Issue: Too Low/Too High/Right/Left/Wrong area/Crooked/Reversed: The placement of the printed design does not match the designed placement to the extent that it becomes noticeable by the End Customer and the initial design is distorted.
- Scaling Issue: The design is printed too large or too small, to the extent that it becomes noticeable to the End Customer and noticeably differs from the artwork.
- Peeling Print: Print coming off in pieces
3. The actual product is quite different from the announced size:
- The actual product is 1-3cm bigger or smaller than the actual product publish size chart.
- Size problem: When measuring, clothes should be spread out and flattened on the plane, and placed in the specified where measuring position need standard.
4. The actual product color is quite different from the announced color.
5. Quality can not satisfy customers’ requirements:
- Broken/Holes/Mechanical/Torn: The item arrived flawed due to Factory’s or Carrier’s in-transit act or omission. Including but not limited to broken mugs; garments with holes or torn; items having mechanical issues, such as a poorly functioning zipper or a non-functioning clock.
- Embroidery issues. Including but not limited to the wrong color thread used on the whole design or parts of it; crooked; protruding or loose threads; missing parts of the design; wrong thread density.
- Stains: Obvious Ink spots, smears, or any other unknown stains on the garment or item that do not exist on the artwork and distort the design.
6. The product is out of stock: If a customer places an order, is not notified in time on the store in advance.
7. Problems arise during the delivery of the package, shipping time is below normal, or the package was lost. Fall into the cases below:
- The parcel is lost during shipping.
- Parcels be shipped by USPS/YHT/JCEX: Tracking ID logistics are not updated for 20 days.
- Parcels be shipped by Yun Express/UBI/JYGJ/, Tracking ID logistics is not updated for 30 days.
- Parcels be shipped to remote areas or Military addresses sent by China Post, Tracking ID logistics is not delivered within 60 days.
- Remote areas: such as Outside of the US (Overseas states), Hawaii (HI), Guam, Puerto Rico (PR), American Samoa, US Virgin Islands, The Northern Mariana Islands, Alaska (AK), US overseas military bases.
II. REPLACE / REFUNDS ARE NOT ALLOWED
Applicable in the following cases:
The customer fills in the wrong shipping address/size or color when placing an order;
All claims are submitted after 30 days, after the date the product was delivered;
Wrong or insufficient recipient information: The parcel cannot be delivered properly due to the wrong or insufficient recipient information provided by customers;
Parcel unsigned issue: Under normal logistics conditions, Customers do not sign for parcels due to personal reasons;
The logistics stagnation caused by political movements/natural disaster risk/military control/warfare/customs inspection and force majeure factors is not within the scope of responsibility;
Complaints after 30 business days from the date of delivery of the package;
Insignificant difference between the real item and mockup, design in the same light condition and device (strong blue and light blue);
All packets have the status “delivered”. In case the buyer complains that they did not receive the packet even though tracking shows “delivered”, we can offer some ways to check with the carrier or provide a support phone, ship label file including tracking ID for a package of the local carrier for the customer to contact for help;
III. REGULATIONS ON HANDLING ARISING PROBLEMS
Any claims for misprinted/damaged/defective items must be submitted with clear photographic proof within 15 days after the product has been received;
The customer should provide a Unique QR code or shipping label on the items received;
For packages damaged, all claims must be submitted no later than 72 hours after the delivery time. Claims deemed an error on our part are covered at our expense;
We don’t bear the cost of resending packages that are returned to the overseas warehouse due to the wrong address or uncollected in time or other reasons caused by the customer;
Replacement orders, we will be sent by the original order’s Tracking ID logistics only. If the customer accepts and pays an extra fee for the upgrade shipping method from Standard to Fast / Priority method. We’ll update the new package following the customer’s request (Example: Upgrade from Standard method to Priority DHL/FedEx method);
PLEASE NOTE: For all evidence of complaints about products received, please send to email address: [email protected] for Customer Care to receive and process, response time is 24h from the first mail.
IV. REFUND PROCESSING
In the next 24 hours (from the time of receiving the email), our Customer Care Department will confirm the details of the order on the Store Homefavo system and we will issue a full refund for this order within 48 hours after that, and follow the return policy of the payment gateways that the HomeFavo store is integrating such as Paypal, Stripe. Please remember it can take some time for your bank or credit card company to process and post the refund.
This time may take 5-10 working days based on the card issuer used by the customer.
V. RETURN THE PACKAGE WAREHOUSE
All packages are affected by the above REPLACE OR REFUND POLICY (Part I above): the customers are allowed to keep parcels at their own disposal without any additional costs required. We don’t require a return under any circumstances.
If there is any other contact, do not hesitate to contact us by mail: [email protected] – We are always here to assist you as best we can!