Refund policy

Being a buyer, you not only have to make the purchase decision but so many other decisions along the way, hence we, at Homeraus, aim to minimize the factors responsible for making your buying decision difficult by offering you peace of mind with our Return Policy.

Below are a few things to keep in mind if you decide to use our "Return Policy". Your request for any returns must be placed within 15 days of the original delivery date of your order. You can make this request by sending it through an email to customerservice@homeraus.com

1. In case of Damage:

1.a) Visible Damage: Your products are sent with the logistics company with insurance. If there is any visible damage at the time of the delivery, please make sure that it is noted on the delivery receipt and contact us immediately. If you can take some photos of the damage and send them to us, it will be very helpful for us to lodge the claim with the shipping company. If your sink arrives damaged, you are eligible to get a replacement or a refund for the damaged item.

1.b) Hidden Damage: If you come across hidden damage inside the crate, we will still help you to get a replacement or give you a credit. However, you need to inform us within 10 days after delivery and send us the photos of the damaged product, prior to installation. We consider "Installation" as "Acceptance", hence no claims will be acknowledged once the product has been installed.

1. In case you changed your mind: You can return the product back to our warehouse if you have changed your mind.

• The product that you would like to return must be in its original packaging (crate) and be in the same "as new" and "re-sellable" condition as it was when it arrived at your home or job site.
• Please note, there will be a return shipping charge and you will be billed for the return shipping charges. Return shipping is charged at the same weight-based rates shown at checkout and can exceed $1,000 for large pieces. Once you have everything accounted for and packaged in accordance with the above qualifications, please contact us.
• Your product must not have been used, installed, or marked in any way. We consider "Installation" as "Acceptance", hence no claims will be acknowledged once the products have been installed.
• Once we receive your order back at our fulfillment center, we will carry out a full inspection of the returned product and then issue you the full or partial refund depending on the outcome of the inspection.
• For orders collected via customer-arranged pickup, all responsibility for transportation, handling, packaging, and any associated return logistics remains with the customer or the carrier arranged by the customer. In the event a return is requested, the customer must arrange and cover the transportation of the item back to the designated warehouse address. Refunds will be processed only after the returned item is received, inspected, and confirmed to be in acceptable return condition in accordance with our standard return requirements.

Restocking Fee: Reasonable cancellation or restocking charges may include a minimum 25% restocking fee, which will be deducted from the Customer's refund. Homeraus does not refund the original shipping fee that the Customer paid on the order.

Custom Orders: Sinks produced to customer-specific dimensions, stone selections, or other custom specifications are made individually for you. For this reason, our change-of-mind return policy (section 2) does not extend to custom orders. Custom orders remain fully covered in case of damage or defect as described in section 1.

If you're unsure whether or not your product qualifies, or if you have any other questions, you can feel free to contact our friendly customer service staff by sending an email to customerservice@homeraus.com