Refund policy

Return & Refund Policy

Last Updated: June 22, 2026

This policy applies to orders shipped to the United States, Canada, the United Kingdom, and the European Union. Specific terms may vary by country/region. Please see details below.

1. Return Window – Two Tiers

We offer two return periods depending on your reason and location:

  • Standard 30‑Day Return Window (All Regions)
    You may return eligible items within 30 days of receiving your order for any reason (e.g., change of mind, sizing, mistaken order). This is our voluntary commercial guarantee.

  • EU Statutory Right of Withdrawal (14‑Day Cooling‑Off Period)
    For orders shipped to the European Union, you have a legal right to cancel your purchase within 14 days of receiving the goods, without giving any reason.

    • Start date: The 14‑day period begins on the day you (or a person you designate) physically receive the last item in your order (for multiple‑item shipments).

    • Weekends & holidays: If the 14th day falls on a Saturday, Sunday, or public holiday in your country, the deadline is extended to the next working day.

    • You may exercise this right before the order is fulfilled (see Section 3 below).

Important: The 30‑day window is a supplementary benefit for EU customers. It does not replace or reduce your statutory 14‑day withdrawal right. Within the first 14 days, you are protected by EU law; after 14 days and up to 30 days, you may still return items under our standard policy (subject to eligibility and return shipping costs).

2. Eligibility for Returns

To be eligible for a return under either window, your item must be:

  • Unused, unworn, and in its original condition (with all tags and original packaging intact).

  • Accompanied by a valid proof of purchase (order number or confirmation email).

The following items are non‑returnable (except in cases of defect or legal guarantee):

  • Perishable goods (food, flowers, plants)

  • Custom or personalized products

  • Personal care items (beauty products)

  • Hazardous materials (flammable liquids, gases)

  • Sale items or gift cards

3. Cancellation Before Order Fulfillment (EU and Global)

  • For EU consumers: You may cancel your order at any time before we dispatch it – no reason needed. Simply email us at service@homediyer.com or use your account portal (see Section 4) with your order number, and we will refund you in full.

  • For other regions: We also accept pre‑dispatch cancellations upon request, but please contact us as soon as possible – we cannot guarantee cancellation once the order has been packed or shipped.

4. How to Initiate a Return

  1. Via Your Account (Recommended for EU Customers) – Log in to your customer account at https://account.homediyer.com and submit a return request directly. This allows you to track the status of your return in real time.

  2. Via Email – Alternatively, you may email us at service@homediyer.com within your applicable return window. Please include your order number, item details, and reason for return (not required for EU 14‑day withdrawals, but helpful).

  3. Await Authorization – Do not ship the item back without prior approval. Unauthorized returns may not be accepted.

  4. Receive Instructions – If approved, we will email you detailed shipping instructions and, where applicable, a prepaid return label.

5. Return Shipping & Fees

Return shipping costs depend on the reason and your region:



Situation Who Pays Restocking Fee
Defective, damaged, or incorrect items (all regions) We provide a prepaid label – no cost to you. None
Change of mind, sizing, or mistaken order (outside EU) Customer pays return shipping. 5% restocking/packaging fee deducted from refund.
EU statutory withdrawal (within 14 days) – for any reason Customer pays direct return shipping costs (unless we offered free shipping and specify otherwise). However, no restocking fee is charged. 0% – full refund of the product price and initial shipping costs (if you paid for standard delivery).
EU returns after 14 days but within 30 days (voluntary) Customer pays return shipping. No restocking fee (we waive it for all EU returns).

Note: For EU statutory withdrawals, we will refund the full amount paid for the goods plus the cheapest standard shipping cost you paid at checkout. Express shipping upgrades are not refundable.

6. Special Terms for Canadian Customers

To ensure clarity, the following terms apply specifically to returns from Canada:

  • Return Address: Please use the dedicated Canadian address provided in Section 7.

  • Shipping & Timing: Returns from Canada are considered international. Please allow additional time for cross-border transit. We will process your refund within 10 business days of receiving and inspecting the returned item at our facility.

  • Refund Posting: Refunds will be issued to your original payment method. International refund processing may take longer, typically 5–15 business days to appear in your account after being issued, depending on your financial institution.

7. Return Addresses by Region

Please ensure the return authorization label is attached to the outside of your package.

United States
150 Hastings, Buffalo Grove, IL 60089

Canada
Orange Connex Fulfilment Centre – CA01
123 Logistics Way, Toronto, Ontario, CA‑M1V 1A1

United Kingdom
Orange Connex Fulfilment Centre – UK04
Mill Road, Rugby, England, GB‑CV21 1PR

European Union
Orange Connex Fulfillment Center – DE01
An den Nahewiesen 1, Rheinland‑Pfalz, DE‑55450 Langenlonsheim

8. Refunds

  • Processing time – We process refunds within 3 business days of receiving and inspecting the returned item at our warehouse.

  • Refund method – Issued to the original payment method.

  • Bank processing – Allow 3‑15 business days for your bank or card issuer to post the refund.

  • For EU statutory withdrawals, we will issue the refund no later than 14 days after we receive the returned goods (or proof of return, whichever is earlier).

  • If your refund has not appeared after 15 business days from our confirmation, contact service@homediyer.com.

9. Damaged or Defective Items

Please inspect your order upon delivery. If you receive a damaged or defective item, contact us immediately (within 48 hours recommended) at service@homediyer.com. Provide photo evidence and your order details. We will cover all return shipping and arrange a full refund or replacement.

10. Exchanges

We do not offer direct exchanges. To get a different item, return the original for a refund (following the process above) and place a new order.

11. Specific Rights for EU Consumers – Detailed Summary

To ensure full compliance with EU consumer law, the following rights apply to orders shipped to any EU member state:

  • 14‑day withdrawal right – You may cancel for any reason, no justification needed. The period starts on the day you receive the last item of your order.

  • Deadline extension – If the 14th day falls on a weekend or public holiday, you have until the next working day.

  • Pre‑dispatch cancellation – You may cancel your order at any time before it is shipped.

  • No fees – We do not charge restocking or administrative fees for withdrawals within the 14‑day period.

  • Refund of shipping – Your refund will include the cost of standard delivery (if you paid for it). Express shipping upgrades are non‑refundable.

  • Return shipping cost – You are responsible for the direct cost of returning the goods, unless we agree otherwise or the item is defective.

  • Proof of return – We recommend using a tracked service, as you bear the risk of loss during return shipment.

  • Model cancellation form – Upon request, we can provide the EU standard withdrawal form. Simply email us.

Contact Us

For any questions regarding returns, cancellations, or your consumer rights, please contact us:
Email: service@homediyer.com
Customer account portal: https://account.homediyer.com