The item I ordered arrived damaged, faulty or doesn't work as intended
If your item has arrived and is faulty, damaged, or not working as intended, please notify us as soon as possible.
Once you have notified us, we will arrange for the return of the product for assessment. Once we have confirmed the damage or fault, it will be repaired or replaced free of charge.
For fast processing of your return, please ensure you have done the following:
- Have retained the original packaging
- Are able accurately describe the fault or damage to our customer service team
- Can attach clear photographs of the damage so our customer team can advise the best course of action
I've had my item for a while, but it no longer works as described
If your item becomes faulty after a period of time, we will assist wherever possible to repair or replace your item.
We are committed to protecting your rights under the Consumer Guarantees Act, and working with our suppliers to assist with warranty claims. Please note items that require repair or assessment by a 3rd party can take several weeks to be processed.
For the fast processing of your return, please ensure the following:
- You have provided the original packaging (if you still have it)
- You are able to accurately describe the fault or damage to our customer service team
- You are able to attach clear photographs of the damage so we can accurately identify the issue
I've changed my mind and no longer want the item I ordered
If you've changed your mind you can return your item as long as it's unopened, in mint condition and returned within 14 days of delivery.
Home of Brands may at its sole discretion apply a 20% restocking fee, to be deducted from any credit issued. The shipping for the return will also be at the cost of the buyer.
Once we've received the item and our returns team confirms everything checks out OK, you will receive an account credit which can be used to purchase a replacement item. Account credit for change of mind returns will expire 3 years after the date of issue, so make sure you use this within that timeframe so you don’t miss out!
Please Note: Due to hygiene reasons, we are unable to accept change of mind returns for headsets or earphones if they have been opened so please choose carefully.
I’ve changed my mind about an item of clothing I ordered
If you've changed your mind you can return your clothing item as long as it's in mint condition with tags/labels still attached and returned within 30 days of delivery. The shipping for the return will also be at the cost of the buyer.
Once we've received the item and our returns team confirms everything checks out OK, you will receive an account credit which can be used to purchase a replacement item.
Please note: Due to hygiene reasons we are unable to accept change of mind returns on shoes that are not in their original packaging.
The item I received is not the item I ordered
Provided the item is unopened and in mint condition we'll replace the item or provide a full refund.
Please contact our customer service team to arrange a return.
I ordered an incompatible item
If you ordered a product designed to work with another product, and upon opening the product you discover they are incompatible, Home of Brands will accept a return if:
- There was an error on Home of Brands’ website or the product description
- The product description lacked sufficient information that would reasonably be required to determine compatibility
Please note: If the incompatibility of products could be reasonably determined by reading the product description, Home of Brands may accept the return back at its sole discretion. In some cases a 20% restocking fee may apply and for the product to be in a resaleable condition.