Refund policy

Last Updated: August 31, 2026

At Homoray, your satisfaction matters to us. If something about your order isn't right, we want to make the return process as simple as possible. This policy explains how returns, refunds, and cancellations work.

1. Return Eligibility

You may request a return within 30 days of your delivery date.

To qualify, your item must:

  • Be unused and in its original condition
  • Include original packaging, tags, accessories, manuals, and any included components
  • Show no signs of wear, misuse, alteration, or damage occurring after delivery
  • Be accompanied by proof of purchase (order confirmation or receipt)

Requests submitted after 30 days, or items that don't meet these conditions, may not be approved.

2. Non-Returnable Items

For health, safety, and product-specific reasons, the following are not eligible for return:

  • Personalized or custom-made products
  • Perishable items
  • 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 required by law

Not sure if your item qualifies? Contact us at support@homoray.com before sending anything back.

3. How to Request a Return

All returns must be approved before you ship anything back. To start one:

  1. Email support@homoray.com within your 30-day return window.
  2. Include your order number and the reason for the return.
  3. If the item arrived damaged, defective, incorrect, or incomplete, attach clear photos.

We'll review your request and, once approved, send return instructions along with the correct return address.

Please don't send items back without prior authorization — unauthorized returns may not be accepted.

4. Return Address

Approved returns should be shipped to the address provided by our support team:

Return Address: 2 Pennsylvania Plaza, New York, NY 10001

Note that our business address and return-processing address may differ — only use the address confirmed in your return approval email.

5. Preparing Your Return

  • Pack the item securely to prevent damage in transit.
  • Include all original accessories, packaging, and components where applicable.
  • Reference your order number if requested by our team.
  • Use a trackable shipping method — we recommend it for your own protection.

Items returned in damaged condition due to inadequate packaging may not qualify for a full refund.

6. Return Shipping Costs

  • Homoray error, incorrect item, damaged item, or verified defect: we cover return shipping at no cost to you.
  • Change of mind, wrong size, or other customer-preference returns: return shipping is the customer's responsibility.
  • We do not charge restocking fees on any approved return.

7. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order as soon as it arrives. If an item is damaged, defective, incorrect, or missing parts, contact us within 7 days of delivery at support@homoray.com with:

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

Depending on the situation, we'll offer a replacement, a full or partial refund, or another suitable resolution.

8. Refunds

Once we receive and inspect your return, we'll email you to confirm whether it's been approved.

If approved, your refund will be issued to your original payment method within 10 business days of us receiving and inspecting the item. Your bank or card issuer may need additional time to post it to your account.

Original shipping charges are non-refundable unless required by law, or the return is due to a Homoray error or a defective/incorrect item. Partial refunds may apply if an item is returned with missing components or shows reduced value from handling.

If more than 15 business days have passed since your return was approved with no refund received, check with your bank first, then contact us at support@homoray.com.

9. Order Cancellations

To cancel an order, email support@homoray.com as soon as possible with your order number.

  • Orders can be cancelled and fully refunded if they have not yet entered processing or shipped.
  • Once an order has shipped, it can no longer be cancelled — but you're welcome to return it after delivery under this policy.

10. Exchanges

We don't currently offer direct exchanges. For a different size, color, or item:

  1. Return your original item for a refund (see steps above).
  2. Place a new order for the item you'd like instead.

This gets your replacement to you faster than waiting on the original return to process.

11. Return Refusals

We may decline a return if it:

  • Is submitted after the 30-day window
  • Shows signs of use, misuse, alteration, or damage
  • Is missing required components
  • Was shipped without prior authorization
  • Otherwise doesn't meet the conditions of this policy

Refused returns may be shipped back to the customer.

12. Consumer Rights

Nothing in this policy limits any rights you have under applicable consumer protection laws. Where such laws provide additional rights, those rights continue to apply.

13. Contact Us

Questions about a return or refund? 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)