Refunds & Returns Policy

At Gohomme, customer experience is important to us. We aim to make the review process clear and straightforward when customers provide the required information and follow the return or claim instructions.

Because many lighting products are fragile, oversized, custom-made, made to order, specially prepared, or shipped internationally, return and refund eligibility may depend on the product type, order status, product condition, customization, delivery status, packaging, installation status, and timing of the request.

Please read this policy carefully before placing your order.

By placing an order on our website, you agree to this Refunds & Returns Policy, our Shipping Policy, and all applicable product terms shown on the product page.

Order Cancellation

All orders can be cancelled only within a limited time after purchase.

If your order has been paid and you need to change or cancel it, please contact us within:

5 hours of purchase

After this period, the order may already have entered processing, production, customization, quality inspection, packaging, supplier fulfillment, shipment preparation, or international logistics arrangement. Once an order has entered these stages, cancellation may not be possible.

If costs have already been incurred before a cancellation request is approved, those costs may be deducted from any approved refund.

Custom-made, made-to-order, modified, or special-order products may not be eligible for cancellation once production or preparation has started.

30-Day Return Request Period for Eligible Items

For eligible non-custom items, customers may submit a return request within:

30 days of delivery

Submitting a return request does not automatically guarantee return approval.

Return eligibility depends on the product type, product condition, customization status, installation status, packaging, timing of the request, and the reason for the return.

To request a return, customers must contact Gohomme before sending anything back. Unauthorized returns may not be accepted or refunded.

Return Eligibility

To be eligible for review, the item must usually be:

• Unused
• Uninstalled
• In original condition
• In original packaging
• Complete with all parts, accessories, manuals, and packing materials
• Reported within the required time frame
• Approved by Gohomme before return shipment

Installed, used, modified, damaged, incomplete, or improperly repackaged items may not be eligible for return or refund.

Non-Returnable Items

The following items may not be eligible for return or refund:

• Custom-made products
• Made-to-order products
• Special-order products
• Products modified by customer request
• Products with customized size, finish, color temperature, hanging length, voltage, or other specifications
• Installed products
• Used products
• Products damaged during installation or handling
• Products without original packaging
• Products missing parts or accessories
• Clearance, final sale, or discounted items if marked as such
• Light bulbs, consumable parts, accessories, or replacement parts unless defective on arrival
• Products returned without approval
• Products returned after the allowed return request period
• Products affected by customer preference, incorrect measurements, unsuitable installation location, color expectations, misunderstanding of product details, or change of mind

Custom-Made and Special-Order Products

Many lighting fixtures may be custom-made, made to order, or specially prepared based on customer selections, including size, finish, color temperature, hanging length, voltage, or other specifications.

Custom-made, made-to-order, modified, and special-order products are prepared specifically for the customer and may not be eligible for return or refund due to:

• Customer preference changes
• Incorrect measurements
• Unsuitable installation location
• Change of mind
• Color or finish expectations
• Misunderstanding of product specifications
• Failure to check product details before ordering

Customers are responsible for checking all product details, measurements, voltage, installation requirements, and customization options before placing an order.

If you are unsure about any product details, please contact us before ordering.

Change of Mind or Customer Preference Returns

If the product is eligible for return and the return reason is customer preference, change of mind, incorrect measurements, unsuitable installation location, color expectation, or misunderstanding of product details, the customer is responsible for return shipping and any related costs.

Original shipping fees, return shipping fees, customs duties, import taxes, brokerage fees, payment processing fees, handling fees, packaging costs, supplier costs, inspection costs, restocking costs, and other costs already incurred may be deducted from any approved refund.

Depending on the product type, order status, supplier costs, customization, packaging, inspection, restocking, payment processing, and shipping-related costs already incurred, the approved refund amount may be reduced.

In some cases, deductions may be substantial and may be up to:

70% of the order value

plus any applicable service, handling, shipping, customs, payment processing, or other related fees.

The final refund amount, if approved, will be determined after the returned item is received, inspected, and confirmed to be in acceptable condition.

Damaged Items on Arrival

Lighting fixtures are fragile and must be inspected promptly after delivery.

We recommend inspecting the package as soon as possible upon delivery. If possible, please check the package in the presence of the carrier and note any visible damage with the carrier before accepting the package.

If this is not possible, customers must report any visible damage within:

48 hours of delivery

Please provide:

• Your order number
• Product name or product link
• Clear photos of the outer packaging
• Clear photos of the shipping label
• Clear photos or videos of the damaged item
• Photos of all parts, accessories, and packing materials
• A clear description of the issue

Please do not discard the original packaging until the issue has been reviewed and resolved.

Reports submitted after 48 hours may be difficult to verify and may not qualify for a damage claim.

Missing Parts or Accessories

If any parts or accessories are missing, please contact us within:

7 days of delivery

Please include:

• Your order number
• Product name or product link
• Photos of all received parts
• A clear description of the missing part
• Photos of packaging materials if available

After review, we may provide replacement parts when available.

Wrong Item Received

If you believe you received the wrong item, please contact us within:

48 hours of delivery

Please provide your order number, product name, photos of the received item, packaging photos, and a clear description of the issue.

If the wrong item is confirmed after review, we may offer a suitable solution, such as replacement, replacement parts, exchange, store credit, partial refund, or another reasonable solution depending on the situation.

Defective Items on Arrival

If you believe your item has a manufacturing defect on arrival, please contact us before installation.

We may request photos, videos, product labels, packaging photos, installation information, or other supporting evidence to review the issue.

A reported defect does not automatically qualify for a refund. Each case is reviewed based on product type, issue, evidence provided, order condition, packaging condition, and installation status.

After review, Gohomme may, at our discretion, offer one of the following solutions:

• Replacement parts
• Repair guidance
• Partial replacement
• Product replacement
• Store credit
• Partial refund
• Another reasonable solution depending on the situation

Installed Products

Please inspect all products carefully before installation.

Once a product has been installed, it may be more difficult to verify whether an issue occurred during shipping, handling, installation, or use.

Installed products are generally not eligible for return due to customer preference, incorrect size, incorrect measurements, unsuitable installation location, color expectation, or change of mind.

If a product is installed despite visible damage, missing parts, incorrect specifications, or obvious defects, the issue may not qualify as a shipping damage claim or return request.

Installation Responsibility

Many lighting fixtures require professional installation.

We strongly recommend that lighting products be installed by a licensed electrician or qualified professional.

Gohomme is not responsible for damage, malfunction, injury, or additional costs caused by:

• Improper installation
• Incorrect wiring
• Incorrect voltage
• Incompatible electrical systems
• Unsuitable mounting conditions
• Unauthorized modification
• Failure to follow applicable electrical codes or safety requirements
• Damage caused during installation, removal, adjustment, or reinstallation

For electrical or installation-related issues, we may request proof of professional installation, installation photos, videos, inspection notes, or other supporting evidence.

Shipping Delays and “Item Not Received” Claims

Estimated delivery time after processing is usually:

10–45 business days

Processing time is not included in the estimated delivery time.

If your order is still within the stated delivery window and tracking shows that the package is in transit, the order will not be considered lost or undelivered.

Please allow the full estimated delivery period to pass before requesting a resolution for a delayed package.

Submitting a refund request, chargeback, or payment dispute before the stated delivery window has passed does not automatically make the order eligible for a refund if the package is still in transit and tracking information is available.

An order may only be considered lost if the estimated delivery window has passed and tracking has not updated for an extended period, or if the carrier confirms that the package is lost.

Delivery delays caused by customs clearance, carrier delays, holidays, weather, remote delivery areas, incorrect address information, freight scheduling, or local delivery issues are outside Gohomme’s control.

90-Day Delivery Review Period

Our standard estimated delivery time after processing is usually 10–45 business days. However, for certain international, oversized, fragile, custom-made, special-order, or freight-related orders, delivery may take longer due to customs, carrier delays, freight scheduling, remote delivery areas, holidays, or circumstances outside our control.

If an order has not been delivered within:

90 calendar days from the shipment date

and the delay is not caused by customer refusal, unpaid customs duties, incorrect address, failed delivery attempts, failure to cooperate with the carrier, customs issues, or circumstances outside Gohomme’s control, the customer may contact us for review.

After review, Gohomme may offer reshipment, replacement, store credit, partial refund, or another reasonable solution depending on the situation.

The 90-day delivery review period does not automatically guarantee a refund in cases where tracking shows the package is still in transit, the delay is caused by customs or carrier conditions, or the issue is caused by customer action or inaction.

Customs Duties, Import Taxes, and Refused Packages

Customers are responsible for any customs duties, import taxes, brokerage fees, or local charges required by their country or region.

Gohomme is not responsible for customs fees, import taxes, or delays caused by customs clearance.

If a package is delayed, returned, abandoned, or destroyed because the customer refuses or fails to pay required import charges, Gohomme is not responsible for the resulting delay, loss, or additional costs.

If a package is returned to sender due to unpaid customs fees, incorrect address, failed delivery attempts, customer refusal, or failure to cooperate with the carrier, any refund, if approved, may be reduced by shipping fees, return shipping fees, customs charges, handling fees, storage fees, and other costs incurred.

Incorrect Address or Failed Delivery

Customers are responsible for providing a complete and accurate shipping address at checkout.

Gohomme is not responsible for delay, non-delivery, return, loss, or additional costs caused by incorrect or incomplete shipping information provided by the customer.

If a package is returned, abandoned, lost, or destroyed because of an incorrect address, failed delivery attempt, customer refusal, or failure to cooperate with the carrier, Gohomme is not responsible for the resulting loss or additional costs.

Return Shipping Costs

Unless the return is approved due to an eligible issue confirmed by Gohomme, customers are responsible for return shipping costs.

Original shipping fees, return shipping fees, customs duties, import taxes, brokerage fees, handling fees, and related charges are generally non-refundable.

For international returns, customers are responsible for ensuring that the package is properly declared, safely packed, trackable, and delivered to the return address provided by Gohomme.

Gohomme is not responsible for returned packages that are lost, damaged, delayed, refused, or held by customs during return shipping.

Restocking, Handling, and Condition Review

Returned items may be subject to inspection after arrival.

If an approved return is received damaged, used, installed, modified, incomplete, missing packaging, or not in original condition, the refund may be reduced or refused.

Depending on the product type and return condition, approved returns may be subject to restocking, handling, inspection, repackaging, payment processing, supplier, or other costs already incurred.

Any applicable deduction will be determined after reviewing the returned item and related costs.

Refund Processing

If a refund is approved, it will usually be processed to the original payment method.

Please allow time for your bank, credit card company, or payment provider to process and post the refund.

Refunds are not automatically issued when a return request is submitted. A refund may only be processed after the return or claim has been reviewed and approved.

Non-Refundable Costs

The following costs are generally non-refundable unless required by applicable law or approved by Gohomme after review:

• Original shipping fees
• Return shipping fees
• Customs duties
• Import taxes
• Brokerage fees
• Handling fees
• Payment processing fees where applicable
• Supplier costs already incurred
• Customization costs
• Packaging costs
• Electrician fees
• Installation costs
• Removal costs
• Reinstallation costs
• Contractor fees
• Construction delays
• Project delays
• Labor costs
• Other indirect or consequential costs

Color, Finish, Size, and Material Variations

We do our best to display product colors, finishes, materials, and dimensions accurately.

However, slight variations may occur due to photography, lighting conditions, screen settings, handmade finishes, natural materials, production batches, and measurement methods.

Minor color, texture, finish, material, or size variations are not considered product defects.

Return Process

To request a return, report damage, report missing parts, or submit a product issue claim, please contact us first.

Email:
info@gohomme.com

Please include:

• Your order number
• Product name or product link
• Reason for the request
• Clear photos or videos, if applicable
• Packaging photos, if applicable
• Shipping label photo, if applicable
• Installation status
• Any other relevant information

Please do not send any product back before receiving return instructions from Gohomme.

Unauthorized returns may not be accepted or refunded.

After your request is reviewed, we may provide return instructions, a return address, and any required shipment labeling instructions. If return instructions are not followed, the return may not be accepted or refunded.

Important Note

This policy is designed to provide clear return and refund rules for lighting products, including fragile, oversized, custom-made, made-to-order, specially prepared, and internationally shipped items.

If you are unsure about product size, voltage, shipping time, customization, installation, or return eligibility, please contact us before placing your order.