Refund policy

Returns & Exchanges Policy

Last updated: August 5, 2026

Seller: Homeax
Contact address: 15 Folkestone Road, London, E6 6BX, United Kingdom
Email: support@homeax.shop

The address above is our contact address. Do not send a return to this address unless our support team confirms it as the correct return location for your order.

This Returns & Exchanges Policy explains how returns, replacements, and refunds are handled at HOMEAX. We offer a voluntary 30-calendar-day return window for eligible products. This policy is in addition to, and does not limit, any mandatory consumer rights available under the laws of your country.

Policy Summary

Return request: Contact us within 30 calendar days after receiving your order.
Change-of-mind return shipping: Paid by the customer.
Damaged, defective, or incorrect item: HOMEAX covers reasonable return shipping costs.
Direct exchanges: We do not currently offer direct exchanges for change-of-mind purchases. Return the original item and place a new order.
Refund processing: Approved voluntary returns are refunded to the original payment method within 10 business days after we receive and inspect the item, subject to any shorter deadline required by law.
Restocking fee: We do not charge a separate restocking fee. A lawful deduction may still be made for diminished value caused by handling beyond what is reasonably necessary to inspect the product.

1. Our 30-Day Voluntary Return Window

You may request a return of an eligible product within 30 calendar days after the date on which you receive it.

The 30-day window is HOMEAX's voluntary return period. If the laws of your country provide additional or more favourable cancellation, return, repair, replacement, or refund rights, those mandatory rights continue to apply.

2. Conditions for a Voluntary Return

To qualify for a return under our voluntary 30-day policy, the product should:

be in the same condition in which it was received;
be unused and unworn, except for reasonable inspection;
include all original tags, accessories, manuals, and components;
be returned in its original packaging where reasonably possible; and
include a receipt or other proof of purchase.

Products damaged through misuse, improper handling, normal wear and tear, or unauthorised modification may be refused or may qualify only for a reduced refund.

These voluntary conditions do not remove any mandatory consumer rights. Where applicable law allows a customer to inspect a product as they would in a physical shop, we may only reduce a refund to reflect loss in value caused by handling beyond what was reasonably necessary to inspect the product.

3. How to Request a Return

Before sending a product back, email support@homeax.shop and provide:

your order number;
the product name;
the reason for the return; and
clear photographs or video if the product is damaged, defective, incomplete, or incorrect.

After reviewing your request, we will send the correct return address and return instructions. Please do not send a product to an address shown on the parcel without first contacting us, as the appropriate return location may be different.

A return sent without the necessary order information or to an incorrect address may be delayed. Nothing in this procedure prevents a customer from exercising a mandatory cancellation right by sending us a clear statement within the applicable legal deadline.

4. Return Shipping and Original Delivery Costs

Change of mind, incorrect selection, or voluntary return: The customer is responsible for the direct cost of returning the product, unless HOMEAX agrees otherwise or applicable law requires us to pay it.

If we provide a prepaid label for a change-of-mind return, the disclosed cost of that label may be deducted from the refund where permitted by law. We recommend using a tracked service and keeping proof of postage.

Damaged, defective, incomplete, or incorrect product: HOMEAX will cover reasonable return shipping costs or provide another no-cost return solution.

Original delivery charge: Original delivery charges are refunded where required by law. For an eligible statutory cancellation in the United Kingdom or European Union, this generally includes the cost of the least expensive standard delivery option offered for the order, but not any additional amount paid for express or premium delivery.

5. Damaged, Defective, Incomplete, or Incorrect Products

Please inspect your order after delivery and contact us as soon as reasonably possible if there is a problem.

Email support@homeax.shop with your order number and clear photographs or video showing the issue.

After reviewing the claim, we may offer a repair, replacement, partial refund, or full refund, depending on the circumstances and applicable consumer law. This section does not limit any statutory guarantee or other mandatory right relating to faulty or incorrectly supplied goods.

Where European Union consumer law applies, goods are covered by a minimum two-year legal guarantee. If goods are faulty or do not match their description, the customer is entitled to have them brought into conformity free of charge, normally by repair or replacement. A proportionate price reduction or refund may be available where repair or replacement is impossible, is not completed within a reasonable time, or would cause significant inconvenience, subject to applicable law.

6. Exchanges and Replacements

We do not currently process direct exchanges for change-of-mind purchases. To order another product, model, colour, or variation, request a return of the original product and place a new order after the return has been approved.

If a product is damaged, defective, incomplete, or incorrect, we may arrange a replacement without requiring you to place a separate order.

7. Products That Cannot Normally Be Returned

The following products are not eligible for a voluntary change-of-mind return, subject always to mandatory consumer law:

personalised, customised, or made-to-order products;
perishable goods or products that deteriorate or expire rapidly;
sealed personal-care or hygiene products after the seal has been broken, where the product is not suitable for return for health-protection or hygiene reasons;
hazardous materials, flammable liquids, or gases where they cannot be safely returned;
gift cards; and
products clearly marked as final sale after any applicable statutory withdrawal period has expired.

These exclusions do not apply where a product is damaged, defective, incorrectly supplied, or where applicable law gives you a mandatory right to cancel or return the purchase.

For European Union statutory withdrawals, exclusions apply only where permitted by law. Examples include goods made to the customer's specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken. Purchasing a product at a reduced price does not by itself remove statutory rights.

8. Refunds

We will notify you after we receive and inspect your return.

For a return under our voluntary 30-day policy, an approved refund will be issued to the original payment method within 10 business days after receipt and inspection of the returned product.

For a statutory cancellation, we will issue the refund within the deadline required by applicable law. Where permitted, we may withhold the refund until we receive the returned product or you provide evidence that it has been sent back.

For an eligible European Union withdrawal, reimbursement is generally due within 14 calendar days after we are informed of the withdrawal, although we may withhold it until the returned product or evidence of return is received. For an eligible United Kingdom cancellation, reimbursement is generally due within 14 calendar days after we receive the returned product or evidence that it was sent back.

Refunds are made using the same payment method used for the original transaction unless the customer expressly agrees otherwise. HOMEAX does not charge a fee for issuing the refund.

Your bank, card issuer, or payment provider may require additional time to process and display the refund after HOMEAX has issued it.

If more than 15 business days have passed since HOMEAX confirmed that your refund was issued, email support@homeax.shop.

9. United Kingdom and European Union Cancellation Rights

Customers purchasing eligible goods online in the United Kingdom or European Union generally have a statutory right to cancel the purchase without giving a reason by notifying the seller within 14 calendar days after receiving the goods. After notifying the seller, the goods generally must be sent back within a further 14 calendar days.

HOMEAX's voluntary 30-day return window is longer than the initial 14-day statutory notification period. This means that an eligible customer may still request a voluntary return after the statutory notification period has ended, provided the request is made within 30 calendar days after delivery and the voluntary return conditions above are satisfied.

For a statutory change-of-mind cancellation, the customer normally pays the direct return shipping costs if they were informed of this responsibility before purchase. HOMEAX remains responsible for return costs relating to defective, damaged, incomplete, or incorrectly supplied products.

Nothing in this policy limits any mandatory rights available under United Kingdom, European Union, national, or other applicable consumer law.

10. Model Withdrawal Form for European Union Customers

You may use the form below to exercise a statutory right of withdrawal, but using this exact form is not required. A clear email containing the same information is sufficient.

To: Homeax, 15 Folkestone Road, London, E6 6BX, United Kingdom
Email: support@homeax.shop

I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:

____________________________________________

Order number: _______________________________

Ordered on: _________________________________

Received on: ________________________________

Name of consumer(s): ________________________

Address of consumer(s): ______________________

Signature of consumer(s) (only if this form is submitted on paper):