Terms & Conditions

Orders
It is our top priority to handle all orders as quickly as possible. Therefore, every order is handled within 24 hours from placing an order.

The exception to that is when customer has messaged us before, during (by adding a note to the order) or right after ordering, stating some uncertainty when it comes to ordering the goods. If that is the case, we might pause processing the order until everything is clear, and the customer confirms to us to proceed the order.



Payments
All orders need to be paid in full before we can start processing them.

We only accept payments online via one of our secure payment options.

When debit or credit card was used, we have no access to any of your account information as everything is handled by our secure system.


Deliveries
We are working around the clock to ensure that all our orders are dispatched and delivered as soon as possible.

However, we can not guarantee a specific day or time of delivery as there might be disruptions that are out of our control.

Customer is obliged to inspect the parcel(s) thoroughly within 72 hours from receiving the parcel(s) and before the goods are used.

In some cases, the goods might be located at the bottom of the box under the packing material or pressed into each other.


Therefore, to properly inspect all the items, customer should remove everything from the box(es), recognise that is the packing material and what is the ordered goods and then carefully count and inspect all the ordered items.

Any issues should be reported to us immediately via email at support@homemerce.com or contact form found on our website https://homemerce.com/contact. Please keep in mind that we might require clear photographs of the goods received as well as their packing in order to investigate the cause of the problem.

More information about deliveries can be found on our delivery page or by clicking the link below: https://homemerce.com/delivery-Information.



Returns & Exchange
Returns and exchanges need to be reported to us within 14 days from delivery. We might refuse return if it has not been reported to us beforehand.

In order to be eligible for a full refund, the goods must be returned to us no later than 30 days of receipt of the products providing that the products are in an unused and undamaged condition. We reserve the right to not accept returns after this time. Before dispatching parcel/s back to us, please make sure when was the day of the delivery.

To report the return or exchange please contact us via email at support@homemerce.com or contact form found on our website https://homemerce.com/contact.

We will then provide you with our return address and all the instructions needed to return the goods.

The cost and responsibility of returning the goods is strictly for the buyer’s account. Please note that all returns should be sent to us via tracked courier so both sides have proof of delivery. We will not accept drop-off returns simply because neither the buyer nor the seller will have any records of parcel(s) being returned correctly.

We do not take responsibility for any damages that took place after the goods were delivered to the buyer. Therefore, we advise to insure the returned goods in case any damages happen during the return delivery.

In no event shall the seller be liable for any damage due to improper use, bad installation, improper maintenance, or negligence by the buyer or any third party.

We will only issue refunds for the goods that were returned to us in resalable condition unless there were damages reported to us prior to the return taking place.

Once the goods are returned to us, we will inspect them and if there are any damages that were not reported to us before then we will provide the customer with clear photos showing these. The photos can be used by the customer to open a claim with the delivery company that was used to return the goods back to us.

Within 72 hours from receiving the return from you, we will credit you the full amount for each item returned in resalable condition, and not including your initial delivery charge. Our system will send an automatic email as soon as the return is processed.

The refund is always sent to the same account that was used to place an order. We are unable to issue a refund to a different account other than the account that was used to place the order. Please note that in the case of some banks it might take up to 7 working days for the funds to show on the account.

When returning the goods back to us, please make sure that the parcel(s) contain visible information about the buyer (name, address, order number) to help us issue a refund correctly once the parcel reaches us. If buyers’ details are not clearly visible on the parcel(s) then the refund might be delayed until we investigate who has returned this parcel back to us.

Please keep in mind that we might ask you for a tracking number for your return delivery to help us process your return and issue a correct refund.

To exchange the goods please return the unwanted goods back to us following our return policy and place an order for the new goods.


Faulty goods
All the parcels dispatched by us are very thoroughly inspected before they are passed to the delivery company.

The delivery does need to travel via several depots before it can be delivered to you, and it will be handled by several different delivery staff so on a very rare occasions damages can occur.

Therefore, we require all our customers to properly inspect all the goods delivered from us within 72 hours from delivery and before the goods have been used.

In some cases, the goods might be located at the bottom of the box under the packing material or pressed into each other.

Therefore, to properly inspect all the items, customer should remove everything from the box(es), recognise that is the packing material and what is the ordered goods and then carefully count and inspect all the ordered items.

If there are any faulty goods, then please contact us immediately via email at support@homemerce.com or contact form found on our website https://homemerce.com/contact.

If possible, any major external damages to the parcel should be reported to the delivery driver as well as to us.

Please note that reports made after 72 hours from delivery or after the goods have been used will have to be discarded simply because neither we nor our delivery company will not be able to investigate what was the cause of the damages.

In most of the cases we will require clear photographs of the faulty goods as well as the packing. These photographs will then be inspected by us and depending on the situation sent to the delivery company for them to investigate and open a claim.

If the investigation shows that the goods have been delivered to you faulty then we will issue a full refund or replacement for all faulty items.

In some cases, we might wish to claim the faulty items back and organise a collection of the items from you.


Incorrect goods dispatched
We are all prone to human error and this website is no different. These errors are extremely rare but still possible, so if we accidentally send you the wrong items, please let us know as soon as possible via email at support@homemerce.com or contact form found on our website https://homemerce.com/contact.

Please note that we will not accept incorrect goods if they have been used by you, therefore we require all our customers to properly check their order before using it.

In some cases, the goods might be located at the bottom of the box under the packing material or pressed into each other.

Therefore, to properly inspect all the items, customer should remove everything from the box(es), recognise that is the packing material and what is the ordered goods and then carefully count and inspect all the ordered items.

We will require photographs of the incorrect items to investigate exactly what has happened and what was delivered instead.

If the goods are proven to be incorrect then we will either provide the customer with replacement or a full refund (depending on the situation). We will also organise a delivery driver to come and collect them at the day and time convenient to the buyer.