Dispute Policy
Update time: Dec 01, 2024.
At HomeCEC, we prioritize customer satisfaction and aim to provide a smooth shopping experience. We understand that issues may occasionally arise, and we have designed this Dispute Policy to guide customers through the resolution process.
Eligibility For Dispute
A dispute may be initiated by a customer under the following conditions:
- The item received is significantly different from the description (e.g., wrong size, color, or model).
- The item received is defective or damaged upon arrival.
- The item did not arrive within the expected delivery time frame (with exceptions for delays due to customs, weather, or other uncontrollable factors).
- A refund or return request has not been processed within the time specified by our Returns & Refunds policy.
Dispute Submission Process
To initiate a dispute, the customer must:
- Contact our customer support team within 3 days of receiving the product (or within 5 days after the estimated delivery date if the item was not received).
- Provide proof, including order details, product photos (if applicable), and a description of the issue.
- Allow us 7 business days to review and respond to the dispute with proposed solutions.
Resolution Options
Depending on the outcome of our review, the following options may be available:
- Replacement: If the product is defective or damaged, we may offer a replacement.
- Partial Refund: In cases where the item is partially defective, we may offer a partial refund.
- Full Refund: If the item is significantly different from what was ordered or is not delivered, a full refund may be processed.
Return Policy
If a return is required as part of the resolution, the customer must follow our return instructions provided by the support team. Please review our Return Policy for more information.
Return shipping costs are the responsibility of the customer.
The return shipping cost may be covered by us depending on the dispute resolution and specific circumstances.
Non-Eligible Disputes
Disputes will not be accepted in cases where:
- The item was damaged after receipt due to misuse, handling, or unauthorized alterations.
- Issues arise due to reasons clearly disclosed in the product description (e.g., minor variations in color).
- The order was delivered as per the description, but the customer changed their mind or no longer wants the item.
Escalation Process
If a dispute cannot be resolved through our support team, customers may escalate the issue by requesting review by a senior team member. We will make every effort to reach a fair and satisfactory resolution.
Dispute Response Time
We strive to handle all disputes within X business days. However, resolution times may vary depending on the complexity of the case and the availability of relevant information.
Finality of Decision
Once a dispute has been closed with a resolution, it is considered final. Reopening a dispute for the same order or issue will not be permitted unless new, relevant information is provided.
Changes To Dispute Policy
We may update this Dispute Policy from time to time. Any changes will be posted on our website, and please review the policy before making a purchase.
Contact Us
Should you have any questions about our Dispute Policy or need to submit a dispute request, please contact us via our official email support@homecec.com.