RETURN & REFUND
We want you to love our products as much as we do. All items we ship have successfully passed our rigorous Quality Control inspections. Our warranties ensure you have a fantastic gadget experience while giving you total peace of mind. Most items sold by MiHomeMY are covered by the following comprehensive product warranties.
HOW DO I CANCEL AN ORDER ON MIHOMEMY?
For canceling an order which has not been processed, please contact us as soon as possible.
If the expected shipping date of your order has already passed and it has not been shipped, you can cancel the order and request a refund, please send email to the customer service team for the cancellation: help@MiHomeMY.com.
Orders whose parcels have already been processed can not be canceled. If you are not satisfied with your purchase within 14 days after receiving it, you are protected by our “14 Days Refund Guarantee”.
FEES OF ORDER CANCELLATION
- Order is not shipped out: We will deduct a PayPal transaction fee(4.2% of payment) if you cancel an order because you changed your mind or ordered the wrong product.
- Order is shipped out: We will refund the payment when you returned the product(in the original box). Please note we only refund the cost of the products, the shipping cost and the PayPal transaction fee(4.2% of payment) will be deducted.
* PayPal new rules: the merchant transaction fee will be not refunded if the order cancellation.
7 DAYS DOA GUARANTEE (DEAD ON ARRIVAL)
If your item arrives damaged or defective, please follow the warranty process and contact our Customer Service Team for RMA authorization within 7 days of delivery. After returning the product to us, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at MiHomeMY.
- Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing RMA authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s). Attachment size must be under 2MB for the Customer Service Team, please send larger attachments to: help@MiHomeMY.com.
- After MiHomeMY has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded based on a valid return receipt. For example, if the return shipping fee is 30 USD, MiHomeMY will refund the same amount of 30 USD to the customer. If our technical team determines the item is not DOA, MiHomeMY will not compensate the return shipping fee. Refund requests for a return shipping fee without a valid RMA return receipt slip will not be accepted.
- Product returns must be via one of MiHomeMY’s approved shipping methods.
14 DAYS REFUND GUARANTEE FOR UNOPENED & UNUSED ITEMS
If for whatever reason you do not want your item within 14 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customer’s responsibility and is non-refundable. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.
2 YEARS REPAIR WARRANTY
Unless otherwise noted on the product page, the default product warranty period is one year starting from the date you receive the goods, during which you are eligible for free repair. Any free repair needs to be confirmed with the manufacturer via Customer Service. Customers must pay the shipping fees for returning the item to MiHomeMY, while we will cover the shipping fees to send the repaired item back to the customer. If the buyer has damaged/misused the item(s), it will not be eligible for free repair, however, customers can return it to us at their own cost and pay a fee for the repair. Return shipping fees will be the customer’s responsibility in such cases.
WARRANTY EXEMPTIONS AND NOTES
- Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.
- If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
- All returns must first be authorized by MiHomeMY’s Support Team prior to return. Please kindly refer to the following steps in ” How to a request warranty” below. For incomplete warranty requests, MiHomeMY reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again MiHomeMY reserves the right to refuse any compensation.
- All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, MiHomeMY will offer an alternative solution.
The customer voids the warranty if they:
- Open the body in an attempt to fix the device
- Modify, remove, customize, or swap parts of the product
- Use the device in a way that it is not originally intended for
- Continue to use the item once a fault occurs and causes more damage
- The shipping fee for returning the product back to us will be paid by the customer and is non-refundable except for in 7 days DOA situations.
- MiHomeMY will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
- In case of any misuse, any and all repairs, accessories, and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.
HOW TO REQUEST A WARRANTY (RETURN, REPAIR, AND REFUND)
If your item has an issue, please first submit a ticket to our Customer Service Team(help@MiHomeMY.com)
Please carefully follow our warranty process to minimize any delays:
- Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
- Tell us what steps you have already taken to resolve the issue.
- Provide the item code indicated on the outer packaging.
- Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.
MISSING ITEM(S), WRONG ITEM(S) OR INCORRECT PACKAGE SENT
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
- Contact our Customer Service Team with your order number and the product code (SKU number).
- Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
– If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
– If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). MiHomeMY will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
RETURNS AND COMPENSATION PROCESS
The following section describes the processing time required upon receiving your returned item.
- For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back to our warehouse and depending on stock availability.
- For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this, the refund time will depend on the payment method.
- For repairs, it will take between 7-14 business days depending on the item and the manufacturer’s stock of spare parts.
MiHomeMY’s dedicated Customer Service agents will keep you updated on the repairs process via email(help@MiHomeMY.com).