Refund policy

Last Updated: July 12, 2026

At Homoray, your satisfaction matters to us. If something about your order isn't quite right, we want to make it easy to fix. This policy explains how returns, refunds, exchanges, and cancellations work, so you know exactly what to expect at every step.

1. Return Eligibility

You may request a return within 30 calendar days of the date your order is delivered.

To qualify for a return, your item must:

  • Be unused and in its original condition
  • Include all original packaging, tags, accessories, manuals, and included components
  • Show no signs of wear, misuse, alteration, or damage that occurred after delivery
  • Be accompanied by proof of purchase, such as your order confirmation or receipt

Return requests submitted after 30 days, or for items that don't meet the conditions above, may not be approved.

2. Items Not Eligible for Return

For hygiene, safety, and product-specific reasons, the following items cannot be returned:

  • Personalized or custom-made products
  • Perishable goods
  • Opened or used beauty and personal care products
  • Hazardous or flammable materials
  • Gift cards
  • Clearance, final sale, or promotional items marked as non-returnable, unless otherwise required by law

Not sure if your item qualifies? Reach out to our support team before submitting a request and we'll be glad to help.

3. How to Request a Return

All returns need to be authorized before you send anything back. Here's how to get started:

  1. Email support@homoray.com within the applicable return window.
  2. Include your order number and a short explanation of why you'd like to return the item.
  3. If the item arrived damaged, defective, incorrect, or incomplete, attach clear photos to help us process your request faster.

Once we've reviewed your request, we'll send you return instructions, including the correct return address and any other details you'll need to complete the process.

Please note: returns sent to us without prior authorization may be refused and sent back to the original sender.

4. Preparing Your Return

To help your return move through processing smoothly:

  • Pack the item securely so it isn't damaged in transit
  • Include all original accessories, manuals, and packaging where possible
  • Include your order information if our support team asks for it

Items that arrive back to us damaged due to inadequate packaging may not qualify for a full refund.

5. Return Shipping

Once your return is approved, we'll walk you through the next steps.

  • A prepaid return shipping label may be provided depending on the reason for your return.
  • If a prepaid label isn't available, return shipping costs may be your responsibility  unless the return is due to our error or a verified defective or incorrect item, in which case we cover the cost.
  • We recommend shipping with a trackable service so your return can be monitored until it reaches us.

6. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order as soon as it arrives. If you receive an item that is damaged, defective, incorrect, or missing parts, contact us as soon as reasonably possible with:

  • Your order number
  • A description of the issue
  • Clear photos of the product, packaging, and shipping label (where applicable)

Once we've reviewed the details, we'll determine the best resolution  this may include a replacement, an exchange where available, a partial refund, or a full refund.

7. Refund Process

Once we receive your returned item, our team inspects it to confirm it meets the requirements outlined in this policy. You'll receive an email letting you know the outcome.

If your refund is approved:

  • The refund is issued to your original payment method.
  • Refunds are typically processed within 10 business days of approval.
  • Your bank, card issuer, or payment provider may need additional time to post the funds to your account.

Original shipping charges are generally non-refundable, except where required by law or when the return is the result of our error or a verified defective or incorrect item.

8. Delayed Refunds

If it's been more than 15 business days since you received your refund approval notification and you still don't see the funds, we recommend:

  • Checking your bank account or card statement again
  • Contacting your card issuer or payment provider, as processing times can vary
  • Asking your bank about any pending transactions

Still need help after that? Email us at support@homoray.com and we'll look into it with you.

9. Order Cancellations

Need to cancel an order? Email support@homoray.com as soon as possible.

  • Orders can be cancelled for a full refund if they haven't yet entered processing or shipment.
  • Once an order has been processed or shipped, it can no longer be cancelled  but you're welcome to request a return once it arrives, in line with this policy.

10. Exchanges

We don't currently offer direct exchanges. If you'd like a different item, size, color, or variant:

  1. Request a return for the original item.
  2. Once your return is approved and processed, place a new order for the item you'd like instead.

11. Return Refusals

We reserve the right to decline returns that:

  • Fall outside the applicable return window
  • Show signs of use, misuse, damage, or alteration
  • Are missing components required for return eligibility
  • Were sent without prior return authorization
  • Otherwise don't meet the requirements of this policy

If a return is declined, the item may be shipped back to you.

12. Your Consumer Rights

Nothing in this Refund & Return Policy limits or overrides any consumer rights that cannot be waived under applicable law. Where local consumer protection laws grant you additional rights, those rights apply in full to your purchase.

13. Policy Updates

We may update this Refund & Return Policy from time to time to reflect changes in our business practices, legal requirements, or customer service processes. Updates take effect immediately once published on this page, and the "Last Updated" date above reflects the most recent revision.

14. Contact Us

Questions about a return, refund, or cancellation? We're happy to help.

Email: support@homoray.com
Phone: +1 (212) 498-3267
Business Address: 2 Pennsylvania Plaza, New York, NY 10001
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (ET)