Refund policy

RETURN & REFUND POLICY

**Last Updated: May 2026**

Thank you for shopping at **Homira** (operated by Somer Marketing Sdn. Bhd.). We are committed to providing you with high-quality products. To ensure a fair and transparent shopping experience, please read through our Return, Refund, and Exchange Policy carefully before making a purchase.

By making a purchase on our Site, you acknowledge and agree to the terms and conditions outlined below.

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1. General Policy & Restrictions

  • No "Change of Mind" Returns: Homira does not entertain any order cancellations, refunds, or product exchanges due to a customer’s change of mind once a payment has been successfully accepted and confirmed.
  • Eligible Returns: We will only accept return or exchange requests if we have delivered the **wrong product** or a **faulty/manufacturing defect product** to you.
  • Order Cancellations: We do not accept order cancellations once a parcel has been dispatched from our warehouse or after payment has been completed.

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2. Parcel Inspection Upon Delivery (Important)

  • Check Upon Receipt: Buyers must inspect all parcels and products immediately upon receiving them from the courier service. 
  • Right to Reject: You have the right to reject the parcel immediately from the courier rider if the external packaging is severely compromised (e.g., carton heavily dented, wet, crushed, or clearly opened).
  • Courier Damage Claims: We ensure that all products are wrapped securely and packed nicely to avoid damage during transit. If a product arrives damaged due to courier mishandling, please contact us immediately and attach clear photo of damaged area.

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3. Return & Exchange Procedure

If you discover that your product is faulty, structurally defective, or incorrect upon opening, you must observe the following strict procedure, failing which you will be deemed to have waived your right to a replacement or refund:

  1. 3-Day Notification Window: You must notify Homira’s Customer Support within **three (3) days** of receiving your parcel. Requests made after 3 days will not be entertained.
  2. Required Evidence: To file a claim, you must provide:
        *   Clear photos and/or a short video showing the defective/faulty area or the wrong product received.
        *   Your full name, contact number, and order details (Order ID and Sales Invoice).
  3. How to Contact Us: Send the above details via email to **somer.ecom1@gmail.com**.
  4. Condition of Goods: Returned items must be entirely **unused**. The product must be sent back in its original condition, packed securely inside its **original packaging and original shipping container** as received. Homira reserves the right to reject an exchange if the original carton or invoice cannot be produced.

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4. Shipping Costs for Returns

  • Return Shipping: The delivery costs for sending the faulty or defective product back to our warehouse for inspection must be **borne entirely by the customer**. 
  • Transit Responsibility: Homira will not be held responsible if your return shipment is lost, stolen, or further damaged during return transit. We highly recommend using a trackable courier service.
  • Replacement Shipping: Once our warehouse team inspects and verifies that the defect is a legitimate manufacturing error, Homira will cover 100% of the delivery costs to ship a brand-new replacement unit back to you.

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5. Refund Processing Time

  • In instances where a replacement unit is unavailable, a refund will be issued.
  • Once we have received, checked, and officially confirmed the returned goods are in acceptable return condition, your refund will be processed.
  • The approved refund amount will be credited back to your original payment method within **30 working days** from the date of our confirmation.

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6. Reshipment Fees

A **Reshipment Fee** will be incurred by the buyer if a parcel is returned to our warehouse by our courier partner due to:

  • An incorrect or incomplete shipping address provided by the buyer.
  • Multiple failed delivery attempts where the customer was unavailable or unreachable.

If you wish for us to resend an undelivered/returned parcel, you must pay the standard local reshipment fee before we dispatch the items again.

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7. Shipping Rules & Delivery Restrictions

  • Valid Addresses Only: We only deliver to valid physical residential or business addresses within Malaysia. Delivery to **P.O. Boxes is strictly not accepted**.
  • Delivery Hours: Deliveries are handled by our third-party logistics partners generally between **9:00 AM to 5:00 PM (Mondays to Fridays)** and **9:00 AM to 1:00 PM (Saturdays)**. There are no deliveries on Sundays, State, Public, or Federal Holidays.
  • Address Modifications: Changes to your shipping or billing address will not be entertained once an order has been confirmed and processed.
  • Promotional Delays: Please expect slight delivery delays during peak festival periods, major public holidays, and mega e-commerce sales campaign periods. Homira is not liable for delays caused by events beyond our reasonable control.

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8. Return Address & Customer Support

Please ship your authorized returns strictly to the following corporate address:

**Somer Marketing Sdn. Bhd. (Homira)**  
**Address:** 1816, Batu 4, Jalan Jelebu, Pantai, 71770 Seremban, Negeri Sembilan, Malaysia.  
**Email for Claims:** somer.ecom1@gmail.com  

*Note: Homira reserves the right to modify, change, or update any part of this Return & Refund Policy at any time without prior notice.*

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