Welcome to gohomme.com, where your satisfaction is our top priority. Our Refunds & Returns Policy is designed to ensure a hassle-free experience as you explore the world of luxury chandeliers. Please read the following guidelines to understand how we handle refunds and returns.

Order cancellation

All orders can be canceled only for a limited time. If your order has been paid and you need to change or cancel it, you must contact us within 5 hours of the purchase. After that time, the packaging and shipping process will already be started, it can no longer be canceled.

30-Day Return Policy:

We stand behind the quality of our chandeliers, and we want you to be completely satisfied with your purchase. If, for any reason, you are not happy with your order, you may return it within 30 days of receiving your item. If 30 days have gone by since you received your item according to your tracking number, unfortunately, we can’t offer you a refund or exchange. You must reach out with an inquiry within this time window to be eligible for a return or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds:

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

– You do not receive them within the guaranteed time (90 days)

– You receive the wrong item

Return Eligibility:

To be eligible for a return, the chandelier must be in its original condition, including all parts, accessories, and packaging. Any signs of installation, modification, or damage may affect the eligibility for a return.

Initiating a Return:

To initiate a return, please contact our customer support team through our “Contact Us” page on the website. Provide your order number, reason for the return, and any relevant details. Our team will guide you through the return process. We have offices in Canada and China to better serve our international customers. If you need a comprehensive return address, our dedicated support team is here to help. Simply contact them and they will immediately provide you with a full return address tailored to your specific location, ensuring a smooth and hassle-free return process.

Return Shipping:

Generally, there are two reasons for return:

  1. If it is a product quality problem or transportation damage, we will provide free return and exchange services.

  2. If it’s just that the customer doesn’t like our lights, the customer needs to pay the shipping cost for the return and exchange. Shipping costs are non-refundable. And we will deduct up to 70% of the cost + service fee from the refund amount.

We recommend using a trackable shipping service to ensure that your return is received by our team. Once we receive the returned item and verify its condition, we will process your refund.

Refund Processing:

Refunds will be processed within 5 business days of receiving the returned item. The refund will be issued to the original payment method used during the purchase. Please note that it may take additional time for your bank or credit card company to process the refund.

Not Refundable:

– Products that do not meet the 30-day return and exchange policy.

– Individual products made according to the client’s wishes.

– Misunderstanding of product listing despite clear guidance.

Despite our efforts to provide accurate product descriptions, there may still be differences from the actual product. We encourage customers to ask as many questions as possible to make sure the shopping experience meets expectations. Our customer service representatives will be happy to answer any questions you may have.

We do not issue the refund if:

– Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)

– Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

*You can submit refund requests within 15 days after the guaranteed period for delivery (90 days) has expired. You can do it by sending a message to contact us.

Receive a damaged or wrong product:

Please open the package in front of the courier before receiving the goods. Upon delivery, you check the appearance and completeness of the goods brought to you, and their compliance with your order. The goods are checked only in the presence of the delivery service employee. If there are complaints about the appearance and completeness of the product, you can refuse the product. Acceptance of the product according to its appearance, completeness, and absence of mechanical damage at the time of handover of the product is mandatory. Having made sure of the completeness and integrity of the ordered goods, you sign the invoice. If the goods are damaged or wrong, please take pictures immediately, don’t receive them and contact us, and we will negotiate with you a replacement or return your money back.

 

Our Returns Process:

 

Step 1: Read our return policy above to determine whether your order qualifies to be refunded/returned.

 

Step 2: Submit an inquiry including your reason for return at “info@gohomme.com”

 

Step 3: We confirm the refund amount you qualify for depending on your reason for return and the items in your order.

 

Step 4: We provide the return address and shipment labeling instructions. If you do not follow our instructions, we cannot give you your refund.

 

Step 5: You ship the item at your own cost. We do not cover the cost of return shipping or provide pre-paid labels. Please print out your order confirmation email and include it in the returning package.

 

Step 6: Notify us via email that you have sent your return and provide us with your tracking number if applicable.

 

Step 7: We will process your return within 5 business days of receiving your returned items.

 

At gohomme.com, we are committed to ensuring your satisfaction with every purchase. If you have any questions or concerns about our Refunds & Returns Policy, please don’t hesitate to contact us. Illuminate your space with confidence, knowing that we are here to support you every step of the way.