Refund policy

At Homer hub, we want you to love your new porcelain tiles and products. However, we understand that sometimes things don't go as planned, and you may need to return or request a refund. We’ve created this comprehensive policy to ensure a smooth and hassle-free process for you. Please review the details below to understand our approach to returns, refunds, and exchanges.

1. DAMAGE NOTIFICATION

At the Time of Delivery:

• Verify that the finish, colour, size, and pattern of the tiles match your order.

• Count the quantity of tiles to ensure it matches your order.

• Check that all boxes are labelled with the same shade and colour.

• Inspect all tiles for any defects or damage.

If you notice any discrepancies or damage, please notify the delivery driver immediately. Take photographs of the damage and ensure the driver records it on the delivery note.

Post-Delivery (Within 24 Hours):

• If damage is discovered within 24 hours of delivery, please contact Homer hub immediately. We will guide you through the process of submitting photos for inspection.

Warehouse Pickup:

• Customers are responsible for inspecting their goods before leaving the Homer hub warehouse. Claims for damage made after departure will not be accepted.

On-Site Damage:

• Tiles or goods stored on building sites or handled by trades cannot be claimed for damage after the 24-hour window, as we cannot determine when or how the damage occurred.

2. INSTALLATION RESPONSIBILITY

It is crucial for trades to inspect goods before installation. Homer hub is not responsible for goods damaged during or after installation.

3. FAULTY GOODS

Tiles or goods with manufacturing defects are covered by product warranties. Warranties are typically handled by the supplier or manufacturer for products professionally installed by licensed trades. Please refer to the warranty card or contact Homer hub for assistance.

4. DELIVERY TRANSIT INSURANCE

Our 24-hour delivery transit insurance does not cover customer warehouse pickups. All products are inspected prior to pickup to ensure they are damage-free.

5. CHANGE OF MIND RETURNS

We aim to ensure your satisfaction with our products. If you change your mind, you may return items within 14 days of dispatch for return and refund (minus original shipping and 25% restocking fee). Submit a return request to organise collection.

6. EXCLUSION OF LIABILITY FOR THIRD-PARTY INSTALLATIONS

While we are committed to providing high-quality products, Homer hub is not responsible for any issues that arise during or after the installation process.

• Pre-Installation Inspection: It is the responsibility of your tradesperson to inspect all items carefully before beginning installation.

• Damage During Installation: Homer hub will not be responsible for any damage caused during installation, including damage caused by third-party tradespeople or DIY installations.

We recommend that you inspect all goods thoroughly prior to installation to ensure they meet your satisfaction and are in proper condition.

7. TILES AFTER LAYING

• Once tiles have been laid, Homer hub is not liable for any claims related to replacement, repair, or reimbursement. This includes claims regarding defects, size, shade variations, or any other issues that should have been reasonably identified prior to installation.

• It is the responsibility of the tiler, under the direction of the builder and/or homeowner, to thoroughly inspect the tiles before laying them. Any issues or concerns should be raised before installation begins, as we are unable to process claims for items once they have been installed.

8. GOODS NOT YET DISPATCHED

Once orders are processed, they typically cannot be changed. However, you may modify or cancel your order before processing with a 5% cancellation fee applicable. If changes are possible, a restocking fee will apply. For custom-made items, orders cannot be amended once processed.

9. GOODS ALREADY DELIVERED

Within 30 Days:

• Unopened, undamaged items in their original condition can be returned for a refund or store credit (minus original shipping and 25% restocking fee).

10. RETURN PROCEDURES

To ensure a smooth return process, please follow these simple steps if you wish to return your item:

1. Contact Us: Reach out to Homer hub within 14 days of receiving your order. Provide your order number and a photo of the item in its current condition.

2. Return Approval: Once we confirm your eligibility, we will provide instructions for the return process.

3. Repackaging: Ensure that the item is securely packed in its original packaging, including any additional wrapping, pallet, or skid that was included with the delivery.

4. Return Shipment: Once approved, you’ll need to send the product back to us. Depending on the reason for the return, return shipping is to be initiated by client.

5. Refund Processing: Once we receive the returned product, it will be inspected, and your refund will be processed within 7-10 business days. Refunds will be issued to the original payment method.

11. SHIPPING AND RETURN FEES

• Return Shipping Costs: The return shipping fees for products will be the same as the original shipping cost paid at the time of purchase. This applies to both small and large items.

• Restocking Fees: A 25% restocking fee will be applied to all returns, except for defective or damaged goods.

• Return Conditions: All items being returned must be in their original condition and packaging. If the product is returned without original packaging or in damaged condition, we may not be able to process the return or refund.

12. SPECIAL CONDITIONS

Tiles, Stone Baths, and Drop Ship Products:

• Can be returned for refund or store credit within 14 days. A 25% restocking fee and return freight cost apply. Items must be in original condition and include packaging, skid, or pallet.

Made-to-Order Items:

• Cannot be returned or refunded once confirmed.

Clearance Products:

• Cannot be returned or refunded. Warranties do not apply to products marked for clearance.

Damaged Packaging:

• Items with missing or damaged packaging are not eligible for returns as they cannot be resold.

Commercial Quantities:

• Returns are not accepted for bulk orders. Exceptions may incur a restocking fee.

Sample Tiles:

• Sample tiles may differ slightly in shade or texture from the delivered product and are not refundable or replaceable.

13. ADDITIONAL REQUIREMENTS

• Photos must be provided before booking a return to confirm the condition of the goods.

• Returns are not accepted for items that have been installed or used.

• All returns and refunds are subject to inspection by Homer hub staff before processing.

• If you have any questions about returns, refunds, or exchanges, please contact Homer hub at your earliest convenience.

14. INSPECT GOODS UPON DELIVERY

Please inspect goods within 24 hours of delivery for damages.

For more information, visit our FAQ page.

15. CONTACT INFORMATION:

Homer hub Pty Ltd
Address: Unit 1, 24-27 Crescent St Holroyd
Email: sales@homerhub.com.au
Customer Service: +61 416394145