Hominter puts customers' satisfaction as top priority and will take good care of any mistakes on our end that lead to return or exchange.
Due to the color variation among different screens of computers/ tablets/ cell phones, we do encourage you to place a sample order with us before you place a full size order. We are committing to match the sample with our full size order shipment. Some products have color variation and occasionally small size variation naturally exist from chip to chip, from sheet to sheet, from job to job. However, the overall sizes are consistent and will NOT have any negative impact on installation; on the contrary, some small variations on sizes reflect the nature of the products thus making your wall or floor tiling project a more natural one. Also, the color variation caused by different computer screen or browser exists from different pc screens. Therefore, the possible color/size variations between the product shown on the screen and actual shipment should not be considered as quality issues.
Please take some time to read our Return Policy carefully before you place a full size order:
Situation 1: Defective Product Received
In the unlikely case that your product is defective, please Contact Us as soon as possible and retain the defective item or items.
We will determine if the products are defective by consulting with our product manager, manufacturer or industry expert. If it is defective, we will refund your price of the defective products or exchange the defective products with new items for you immediately. Our customer service team will work closely with you and we try our best to streamline the process to avoid any more hassles on you.
Please keep in mind that if there is any defect, please Contact Us prior to installation, installation of the products will be regarded as acceptance of products and void a defective claim for returns.
Situation 2: Wrong Products Shipped/ Product Arrives that is not what was ordered
If something is wrong with an order, our customer support team will always be there to help you.
If you believe that you have received something not in your order, please email us via ContactUs@Hominter.com on the first available business day.
Hominter may request digital photos of the product received to validate product details, sizes, colors, patterns, etc. If it is determined that the product you have received is correct in terms of color, size, pattern, quality, etc. according to your order, we will not be able to refund or exchange your product.
If the product(s) you have received do not match those that you have ordered, Hominter will exchange your products with the correct items you want to order or refund your money – it is your choice. The decision to replace or refund will be conveyed in the conversation with the customer. The goal is to achieve a resolution acceptable for both parties.
Please do not schedule installation of your products until after the product has been received and examined.
Situation 3: Product Damaged/ Missing in Shipping
A. Visible damage or missing quantity when the product arrives
If there is visible damage to the packaging or there are missing pieces upon arrival, ask the driver to write a note on the waybill stating the damage or missing product and ask him/her to sign for the notes before you sign the waybill. After signing the waybill, please Contact Us on the first available business day.
Our products are carefully packaged to avoid damage in shipping. Damage to products will virtually always be visible on the exterior of the pallet, crate, or lift.
If products are damaged inside of the packaging, please halt installation and Contact Us immediately on the first available business day. Hominter may request digital photos of the damage to determine the extent and severity of the problem.
If products have been damaged in shipping or are missing, Hominter will replace the damaged products with new items or refund the price of the damaged products. The decision to replace or refund will be made in the conversation with the customer. The goal is to achieve a resolution acceptable for both parties.
B. Hidden damage but I have already signed off a way-bill which I did not indicate a damage
Concealed damage must be reported to Hominter within 2 business days. We may ask for pictures of the damaged product or send an inspector to examine the damaged product.
If products have been damaged in shipping, or are missing, Hominter will replace the damaged products with new items or refund the price of the damaged products. The decision to replace or refund will be made in the conversation with the customer. The goal is to achieve a resolution acceptable for both parties.
Situation 4: I just change my mind to return the products without any reason, can I still return the products?
In this case, Hominter offers a refund for returns within 10 days of delivery date to the same credit card that was used to make the purchase. However, since it is no fault from our end, customer will need to cover/handle return shipping cost. After items are returned and inspected by the warehouse, and the products are in good and resalable condition, a credit after the 30% restocking fee (you will get refund for 70% of the product sales, excluding the shipping cost if applicable and tax if applicable) will be issued from your account. All returns must be sent freight prepaid and insured. Original shipping charges will not be refunded. Any items that have been painted, stained, glued or in any way worked upon will not be accepted for return or refund.
NOTE: The samples cannot be returned and money cannot be refunded, even if they meet the above four situations but buyer need to pay return shipping fee.
Our Return Process
Once we receive your returned item and it is accepted, your credit or new item will be processed in just a few days. Upon receiving your return, the item will be reviewed by our Quality Assurance Department. Please note that items showing signs of damage in any way cannot be accepted for return.
To return an item to Hominter, follow our these step process:
- Contact our customer service department via ContactUs@Hominter.com to ask about the details for returning.
- Submit your return request on Product Returns, and the request subject to inspection, you just need to wait for the results. Of course, you can login to My Account to view your return requests or return history.
- Once your return is accepted, package your return including all original packaging and collateral material and issue your package. For your security, please return the package to us by an insured courier (FedEx, UPS or DHL express) and retain your receipt. Please make sure the item is insured for the total value of the contents, and request a return receipt for confirmation that your shipment has reached Hominter. This will protect you in case your package is lost in transit.
- After items are received and inspected by the warehouse, and the products are in good and resalable condition, Hominter will exchange your products with the correct items you want to order or refund your money – it is your choice. The decision to replace or refund will be conveyed in the conversation with the customer.
You must follow these instructions exactly, failure to do so will prevent the processing of your return. If you have any questions about our return procedure, please contact us via ContactUs@Hominter.com.
When you return an item, your refund and how your refund is issued may differ based on the condition of the item, how long you've had the item and how the item was purchased. You can check the payment method that was refunded and the status of your refund in Your Orders.
After items are returned and inspected by the warehouse and the products are in good and resalable condition, it may take an additional 3-5 business days to fully process your return and issue your refund. If the items showing signs of damage in any way, they cannot be accepted for returns and refunds.
If your original order was placed using the local currency converter, the refund will be issued in your local currency and will be calculated with the same rate used when you placed your order.