Return, Exchange, or Refund Policy

1. Introduction

This policy sets out the conditions applicable to returns and refunds for products purchased through our website.

It is established in accordance with the Competition and Consumer Act 2010 (Cth), Schedule 2 – Australian Consumer Law (ACL).

This policy applies exclusively to orders delivered within Australia.

By placing an order on the website, the customer fully accepts the terms outlined in this policy.

2. Return Conditions

Customers may request a return within 15 days from the date of receiving the order.

• Returned items must be in new condition, unused, complete, and where possible, returned in their original packaging.
• A return label is included inside the package upon delivery.
• To ensure an organised handling of requests, the store does not provide immediate direct replacements.
• If the customer wishes to switch to a different model or variation, they may place a new order after the return has been confirmed within the specified period.

3. Order Cancellation

Customers may request order cancellation within a maximum of 24 hours after payment confirmation, provided that order processing has not yet commenced.

In such cases, a full refund will be issued using the original payment method.

After this period, or if the order has already been shipped, cancellation is no longer possible. Customers may still request a return after receiving the product.

If a product is damaged, defective, or not consistent with the order, an appropriate resolution will be provided following verification by the store’s customer support.

4. Refund Request Procedure

To initiate a return or refund request, customers must send an email including the following information:

Order number
Description of the items concerned
Reason for the request

A confirmation of receipt will be sent.

Detailed return instructions will be provided via email.

5. Return Method

Customers may use the return label included in the package to return the item.

If the request is due to an error attributable to the website or a non-compliant product, no additional cost will be charged.

Once the returned product is received and verified, a notification will be sent via email to confirm refund approval.

6. Refund Processing Time and Method

After receiving and verifying the returned product, the refund will be processed within 3–6 business days.

• The refund will be issued using the original payment method.
• The time required for the funds to appear in the customer’s account depends on the policies of the financial institution or payment service provider.

7. Contact Information

Address: 1-23-3-1 KUZUHARA, NEYAGAWA-SHI, OSAKA 572-0075, JAPAN
Email: support@homihaus.com
Phone: +81 (709) 355 86 09
Customer Service Hours: Monday to Friday, 10:10 AM – 3:10 PM (AEST, excluding Australian public holidays)