Refund policy

Thank you for choosing Homevator to meet your lighting needs. We want to ensure you are satisfied with our products. If you are not completely satisfied with your purchase, we are here to help.

30-Day Return Policy

We offer a 30-day return policy for items purchased through our website. The 30-day return period starts from the date of successful delivery to the address provided by the customer. Returned products must be shipped back to the address we specify. Unfortunately, we cannot accept returns beyond 30 days. However, our products come with a generous 3-year manufacturer's warranty.

Eligibility Criteria

To be eligible for a return, the product must be in its original packaging and in a new/unused condition. Ensure that the product has not been installed. Custom-made items are not eligible for returns.

Within 30 days of receiving your order, if there are any manufacturing defects, you may return any lighting fixtures or related products for a 100% refund, plus the return shipping cost. (Note: For manufacturing defects or shipping damage, please contact us within 48 hours and provide photos and videos for verification.) If there are no manufacturing defects and you simply change your mind, you can still return the item. You will be responsible for two shipping costs (the cost to ship the product to you and the cost to return the product). Pay the return shipping cost, ensure the product is sealed in its original packaging and in resalable condition. Once we receive and verify the product is in new/unused condition, we will refund you, minus our shipping cost.

Initiating a Return

Contact our support team at support@homevator.com, specifying the item you wish to return and the reason for the return. Indicate whether you prefer a refund, replacement, or exchange. A customer experience specialist will provide you with the correct return shipping address. Please return the product to this address; otherwise, no refund will be issued.

Packaging

Ensure all components of the returned item (including all original packaging materials) are securely sealed in the original packaging.

Shipping

Before shipping, take photos of the package inside and out to document the product’s original condition. We strongly recommend insuring the shipment against damage during the return process. Use your preferred shipping company for the return; however, you are responsible for the initial shipping cost. If there is a quality issue, we will reimburse the return shipping cost upon confirmation of the problem. If you choose "signature required on delivery," ensure the shipping agent allows us to sign on the back of the notice for easy redelivery. After shipping, take a photo of the receipt and tracking number and send it to support@homevator.com.

Processing and Refunds

After receiving and inspecting the return, we will process your refund within 10 business days. You will receive an email confirmation once the return is completed.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, you must initiate a return and place a new order.

Additional Information

Custom modifications (e.g., track heads with extension rods) and special order items are not eligible for returns. Unless the item is defective, the customer is responsible for shipping products back to Homevator. Items must be returned within 30 days of delivery in new condition with original packaging.

Refunds

It typically takes 10 business days to inspect and restock returned items. Refunds will be issued once the inspection process is complete. Allow up to 30 days for the refund to be completed, depending on your bank and credit card company. If you encounter any issues with your order, please contact us within 48 hours of receiving the order and provide necessary evidence.

Order Cancellations

Custom Items

Custom items are not eligible for cancellation.

Non-Custom Orders

For non-custom orders, you can cancel the order for free within 24 hours of placing it by replying to the order confirmation email. If the product has not yet shipped, you can still cancel the order even after the initial 24-hour period.

Shipped Orders

Once an order has shipped, it cannot be canceled. However, you can arrange for a return after receiving the package.

Non-Returnable Orders

Products and invoices marked "custom invoice," "custom," or "final sale" are not eligible for cancellation, return, or refund. This includes special purchases such as clearance items, discontinued items, and custom quotes.

Return Shipping Costs

Customer-Initiated Returns

If the return is due to the customer's reason, the customer must bear the return shipping cost, which depends on the courier you choose.

Returns Due to Our Error

If the return is due to our error, such as receiving damaged or incorrect items, the customer does not need to bear the return shipping cost.

If you have any questions, issues, or suggestions about your order or our website, please feel free to contact us:

Phone: +1 (303) 210-5595
Email: support@homevator.com