Cancellations

Refunds

Quality is at the core of everything we do at HomeQ, and as part of our customer service commitment we offer an unconditional 14-day money back guarantee on all items sold throughthe site. If you are not 100% satisfied with your purchase, we’re not satisfied until you get a refund, exchange, or credit.The 14-day money back guarantee begins from the time your item is delivered in your possession. To avoid any delays, please ensure that the item is checked as soon as you receive it and let us know if there are any problems. Returning your item is easy, simply follow the steps below:

1) Send us an email to service@homeq.com.au within the 14-day period after delivery. If we don’t have proof of delivery we will assume the date is 3 days from the time of dispatch. Please tell us if you’d like a refund, exchange, or credit. If there is a problem with the product, try to send us photos to help identify them.

2) We will correspond with you and go through your options for shipping and returns. We may provide you with a quote to ship the items back to us, and you must pay the shipping costs within the 14-day guarantee period.

3) The item(s) must be returned in their original packaging, in an unmarked and unused condition, unassembled, and complete with any accessories or additional items. A re-stocking fee of between 20-35% applies if item is returned without original packaging intact.

4) Any delivery/shipping charges and other fees incurred by you or us are non-refundable.

5) Once we receive the returned items we will issue a refund within 5 days. HomeQ reserves the right to make changes to these terms and conditions without prior notice.

NOTE: Custom orders, pre-order deals, and lighting products are non-refundable and cannot be cancelled once the order is placed.

Cancellations

If, after having placed your order, you have a change of heart for whatever reason, you may cancel your order at any time prior to delivery. Cancellations may be subject to a 30-50% cancellation fee, depending on the item.

To cancel your order, all you need to do is advise us in writing. Once we acknowledge receipt of your cancellation, you will receive the funds using the same method as your original payment. A cancellation notice, together with your receipt, will be emailed to you.

Cancellation of items held in storage at request of customer will incur storage charges of $40 per week for items under 1 cubic metre, and $100 per week for items over 1 cubic metre, from date order is placed to cancelled. 

Partial deposits for orders are non-refundable. 

Items or products loaned to you or your company while your order is in production will incur a weekly hire fee of 30% of product value, payable upon cancellation of your order. 

NOTE: Custom orders, pre-order deals, and lighting products are non-refundable and cannot be cancelled once the order is placed.

Commercial Orders

The above Refund and Cancellation policies do not apply to commercial orders. Please discuss warranty and return terms with your Account Manager.