If your order arrives with missing items, visible damage, or does not meet your expectations, please report the issue within 48 hours of receiving your package by emailing us at info@homonel.com.
You will receive an automatic confirmation email. Please reply to that message with clear photos showing:
The outer packaging
The shipping label
The items you received
Any visible damage or discrepancies
We handle these matters with priority and will work to resolve your case as quickly as possible. Thank you for your cooperation and understanding.
If a product is not working as expected despite correct usage, please contact our support team at info@homonel.com.
Once you receive our automated reply, kindly respond with photos or a short video clearly showing the issue — for example, the product being turned on, charging, or in use.
If video evidence cannot be provided, we may request that you return the item to our warehouse for a full inspection.
Please note: Return shipping is at the customer’s expense. Cash-on-delivery (COD) returns are not accepted.
If you are not satisfied with the resolution provided and no agreement is reached, you may escalate your complaint through the European Online Dispute Resolution (ODR) platform:
https://ec.europa.eu/consumers/odr
Only claims that fully comply with the conditions described above will be eligible for further review.
For additional information, please refer to our [Terms and Conditions] and [Cookie Policy], both available in the footer of any page on homonel.com.