RETURN & REFUND POLICY

Effective Date: 29 August 2026

HOMA ESSENSE ("HOMA ESSENSE", "we", "us", or "our") wants you to be satisfied with your purchase. This Return & Refund Policy explains the circumstances under which products purchased through the HOMA ESSENSE online store may be returned, exchanged, replaced or refunded.

By placing an order with HOMA ESSENSE, you acknowledge and agree to the terms of this policy, subject to any rights you may have under applicable Nigerian law.

ELIGIBILITY FOR RETURNS

A return may be accepted where:

1. The product delivered is defective or damaged.
2. The product delivered is materially different from the product ordered.
3. The wrong product, size, colour or variant was delivered.
4. The product is otherwise eligible for return under applicable law.

Products must generally be returned in an unused, unwashed and undamaged condition, together with their original packaging, tags and accessories where applicable.

Certain products may be excluded from return where the nature of the product, hygiene considerations or applicable law makes a return inappropriate.

TIME LIMIT FOR REPORTING AN ISSUE

Customers should inspect their order promptly after delivery.

If you receive a damaged, defective, incorrect or materially different product, please contact HOMA ESSENSE as soon as reasonably possible and preferably within 48 hours of delivery.

Your request should include your order number, a description of the issue and clear photographs or videos where they are relevant to the claim.

Failure to report an issue promptly may make it more difficult for us to investigate, particularly where the condition of the product or packaging cannot be verified.

Nothing in this policy is intended to remove or restrict any consumer rights that cannot lawfully be excluded under applicable Nigerian law.

CHANGE-OF-MIND RETURNS

Unless otherwise stated for a particular product, HOMA ESSENSE does not guarantee returns solely because a customer has changed their mind, ordered the wrong product, selected the wrong size or no longer wants the product.

Where HOMA ESSENSE voluntarily agrees to accept a change-of-mind return, the product must be unused, unwashed, undamaged and in its original condition and packaging.

Any applicable return delivery costs, handling charges or other reasonable costs may be deducted from the amount refunded where permitted by law and where such costs have been communicated to the customer.

NON-RETURNABLE PRODUCTS

Certain products may not be eligible for return because of their nature, hygiene requirements, customisation or other applicable considerations.

These may include:

1. Products that have been used, washed, altered or damaged after delivery.
2. Products that have been personalised or specially customised at the customer's request, except where defective or otherwise required to be accepted under applicable law.
3. Products whose sealed or hygienic packaging has been opened where return is unsuitable because of health or hygiene considerations, except where the product is defective or otherwise legally returnable.
4. Products damaged as a result of misuse, improper care or handling by the customer.

Where a product is non-returnable, this does not affect any rights the customer may have where the product is defective, faulty, misrepresented or otherwise subject to mandatory consumer protections.

WRONG OR INCORRECT PRODUCTS

If HOMA ESSENSE sends you the wrong product, size, colour or variant, please contact us promptly.

After verification, we may arrange for the incorrect item to be collected or returned and provide an appropriate replacement or refund.

Where the error was caused by HOMA ESSENSE, reasonable return or replacement delivery costs will be handled by HOMA ESSENSE.

DAMAGED OR DEFECTIVE PRODUCTS

If your product arrives damaged or develops a defect that is not caused by misuse, improper handling or normal wear and tear, please contact us with details of the issue.

We may request photographs, videos or other information to help determine the cause of the damage or defect.

Depending on the circumstances, we may offer a replacement, repair, refund or another appropriate remedy.

RETURN REQUEST PROCESS

To request a return, replacement or refund, contact HOMA ESSENSE through the contact details provided on our website.

Please provide:

1. Your full name.
2. Order number.
3. Product name.
4. Date the order was received.
5. Reason for the return or complaint.
6. Photographs or videos where relevant.

We will review the request and provide instructions on the next steps where the return is approved.

Customers should not send products back to an address without first receiving return instructions from HOMA ESSENSE.

RETURN SHIPPING

Where a return is required because HOMA ESSENSE supplied an incorrect, damaged or defective product, HOMA ESSENSE will, where appropriate, arrange or reimburse reasonable return delivery costs.

Where a return is voluntarily accepted for another reason, the customer may be responsible for the cost of returning the product.

Return shipping arrangements may vary depending on the customer's location and the circumstances of the return.

CONDITION OF RETURNED PRODUCTS

Returned products must be securely packaged to prevent additional damage during transportation.

HOMA ESSENSE reserves the right to inspect returned products before approving a refund, replacement or exchange.

Where a product has been used, washed, altered, damaged or otherwise handled beyond what is reasonably necessary to inspect the product, the available remedy may be affected, subject to applicable law.

REFUND METHODS

Approved refunds will generally be processed using the original payment method where reasonably possible.

Depending on the payment provider, financial institution or payment method used, the time required for the refund to appear in the customer's account may vary.

HOMA ESSENSE does not control processing times imposed by banks, card issuers or third-party payment providers.

REFUND PROCESSING TIME

Once a refund has been approved, HOMA ESSENSE will initiate the refund within a reasonable period.

The actual time before the refunded amount becomes available to the customer may depend on the applicable payment provider or financial institution.

Customers should retain their order and payment information until the refund has been successfully received.

PARTIAL REFUNDS

In appropriate circumstances, HOMA ESSENSE may provide a partial refund where only part of an order is affected or where a partial remedy is appropriate.

The amount of any partial refund will depend on the circumstances and applicable legal requirements.

EXCHANGES AND REPLACEMENTS

Where an eligible product needs to be replaced, HOMA ESSENSE may provide a replacement product subject to availability.

If the exact product is unavailable, we may offer an alternative product, refund or another appropriate resolution.

Any difference in price for an alternative product will be communicated before the replacement is finalised.

SALE AND PROMOTIONAL ITEMS

Products purchased during promotional campaigns, sales or special offers may be subject to additional terms communicated at the time of purchase.

Unless otherwise stated, promotional pricing does not remove any rights relating to defective, incorrect or otherwise non-conforming products.

PRODUCTS DAMAGED THROUGH MISUSE

HOMA ESSENSE is not responsible for damage resulting from improper use, washing, storage, cleaning, installation, handling or maintenance contrary to product instructions or reasonable care requirements.

Where a returned product is determined to have been damaged through customer misuse or improper handling, the return, replacement or refund request may be declined, subject to applicable law.

DELIVERY ERRORS

If an order is delivered to the wrong address because incorrect or incomplete delivery information was provided by the customer, additional delivery or redirection charges may apply.

Where the delivery error was caused by HOMA ESSENSE, we will make reasonable efforts to correct the error and provide an appropriate resolution.

UNDELIVERED OR REFUSED ORDERS

If an order is returned to HOMA ESSENSE because the customer repeatedly failed to receive the order, provided incorrect delivery information or refused delivery without a valid reason, we may contact the customer to arrange redelivery.

Additional delivery charges may apply to a subsequent delivery where the original failed delivery was not caused by HOMA ESSENSE.

FRAUDULENT OR ABUSIVE RETURN ACTIVITY

HOMA ESSENSE reserves the right to investigate return and refund requests that appear fraudulent, dishonest or abusive.

This may include repeated claims involving products that have been used or damaged by the customer, false claims concerning delivery or product condition, or attempts to obtain refunds without returning products where a return is legitimately required.

Any action taken under this section will remain subject to applicable law and legitimate consumer rights.

OUR COMMITMENT TO CUSTOMERS

HOMA ESSENSE aims to handle return, replacement and refund requests fairly, transparently and within a reasonable timeframe.

Where an issue occurs with an order, customers are encouraged to contact us first so that we can investigate the matter and work toward an appropriate resolution.

POLICY UPDATES

HOMA ESSENSE may update this Return & Refund Policy from time to time to reflect changes in our products, services, business practices or applicable legal requirements.

The updated version will be published on this page with its effective date.

GOVERNING LAW

This Return & Refund Policy shall be interpreted in accordance with the applicable laws of the Federal Republic of Nigeria.

Nothing in this policy is intended to exclude, restrict or replace any consumer protection or other legal right that cannot lawfully be excluded or restricted.