We're committed to resolving any issues quickly and fairly. Your satisfaction is our priority.
At Homiqo, we strive to provide excellent products and service. However, we understand that sometimes things don't go as planned. When issues arise, we're dedicated to resolving them promptly, fairly, and transparently. Your feedback helps us improve and serve you better.
How It Works
We follow a structured process to ensure your complaint is handled efficiently and fairly.
Contact us via email, phone, or the complaint form below. Provide your order number, details of the issue, and any supporting evidence such as photos or documents.
âąī¸ ImmediateWe will acknowledge receipt of your complaint within 24 hours and provide you with a unique reference number for tracking your case.
âąī¸ Within 24 hoursOur team will thoroughly investigate your complaint, reviewing all relevant information including order details, shipping records, and any evidence provided.
âąī¸ 2-5 business daysWe will contact you with our findings and propose a fair resolution, which may include a refund, replacement, store credit, or other appropriate remedy.
âąī¸ Within 7 business daysOnce you accept the resolution, we will implement it promptly. Refunds are processed within 5-10 business days; replacements are shipped immediately.
âąī¸ 5-10 business daysTypes of Issues
We handle a variety of complaints to ensure your complete satisfaction.
Items that arrived damaged or broken during shipping.
Received different products than what you ordered.
Order arrived incomplete or items are missing.
Items that don't work properly or have manufacturing defects.
Late delivery, lost packages, or shipping problems.
Issues with customer service or communication.
Compensation Policy
Our compensation guidelines based on the type and severity of the issue.
| Issue Type | Resolution Options | Timeframe | Compensation Type |
|---|---|---|---|
| Damaged in Transit | Full refund or free replacement | 5-7 business days | Full Refund |
| Wrong Item Received | Correct item + return label | 3-5 business days | Replacement |
| Missing Items | Ship missing items or partial refund | 3-5 business days | Partial Refund |
| Defective Product | Refund, replacement, or repair | 7-10 business days | Full Refund |
| Lost Package | Full refund or free reshipment | 10-14 business days | Replacement |
| Significant Delay | Shipping cost refund + store credit | 5-7 business days | Store Credit |
| Poor Service Experience | Apology + goodwill gesture | 3-5 business days | Store Credit |
| Not as Described | Return for full refund | 7-10 business days | Full Refund |
Submit a Complaint
Fill out the form below and our team will respond within 24 hours.
Consumer Rights
As a consumer in the European Union, you are protected by strong consumer rights legislation.
All products come with a minimum 2-year guarantee against defects under EU consumer law.
You can return most items within 14 days of delivery without giving any reason.
You're entitled to a repair, replacement, or refund for defective products.
Access the EU Online Dispute Resolution platform for unresolved complaints.
FAQ
For damaged or incorrect items, please notify us within 48 hours of delivery. For defective products, you have 2 years under the EU legal guarantee. For returns, you have 30 days from delivery (or 14 days under the statutory withdrawal right).
Please provide photos or videos showing the issue, your order number, and a clear description of the problem. For damaged items, photos of the packaging are also helpful. The more evidence you provide, the faster we can resolve your complaint.
Refunds are processed to your original payment method. Credit/debit card refunds take 5-10 business days to appear. PayPal refunds are typically faster (3-5 days). Bank transfers may take up to 10 business days depending on your bank.
If you're not satisfied with our proposed resolution, you can request escalation to our management team. You also have the right to use the EU Online Dispute Resolution platform (https://ec.europa.eu/consumers/odr) or contact your local consumer protection authority.
For low-value items or items damaged beyond use, we typically do not require a return. For higher-value items, we may provide a prepaid return label. We will advise you on the return requirements when we respond to your complaint.
In cases where we have caused significant inconvenience, we may offer goodwill gestures such as store credit, discount codes, or free shipping on future orders. This is assessed on a case-by-case basis depending on the circumstances.
Our customer support team is ready to help resolve your concerns.