HomeGenral Returns & Faulty Product Policy

At HomeGenral, we are committed to providing quality products and professional customer service. In accordance with Australian Consumer Law, we offer refunds, exchanges, or replacements for products that are faulty, damaged, or not as described.

✅ What Can Be Returned?
We accept returns for:

  • Faulty or defective products
  • Damaged items
  • Incorrect items received

Please note: Change-of-mind returns are not accepted. If a return is exceptionally approved for reasons other than fault or error, a 20% restocking fee will apply.

📆 When Must Items Be Returned?
All eligible items must be returned within 7 days of the purchase or delivery date.

📍 Where Do Items Need to Be Returned?
All returns must be delivered to:
HomeGenral
1 Giffard Road, Silverwater NSW 2128

📦 How Do Customers Return Items?
Contact our Customer Service Team at 02 8859 6694. Provide:

  • Your order number
  • A brief explanation of the issue
  • Photos of the item, if applicable

If the return is approved:

  • A prepaid return satchel will be provided for faulty or incorrect items
  • A 20% restocking fee may apply to non-faulty returns (if approved as an exception)

🚚 Shipping Costs for Returns
HomeGenral will cover return shipping for any product that is:

  • Faulty
  • Damaged
  • Incorrectly supplied

For non-faulty returns (if exceptionally approved), return shipping is at the customer’s expense.

💳 How Are Refunds Issued?
Approved refunds or credits will be issued using the original payment method, such as PayPal, credit card, or bank transfer.
Please allow 5–10 business days after inspection for the refund to be processed.

🛍️ In-Store Return Option
Faulty items can be returned directly to our store at:
HomeGenral
1 Giffard Road, Silverwater NSW 2128
Please bring your receipt or proof of purchase.

📦 Condition of Returned Items
To be eligible for a return, items must:

  • Be in original condition
  • Include all original packaging
  • Be unused and uninstalled

Returns that do not meet these criteria may be rejected or subject to a restocking fee.

⚖️ Your Rights Under Australian Consumer Law
This policy operates in addition to your rights under the Australian Consumer Law (ACL). Customers are entitled to a repair, replacement, or refund if a product:

  • Has a major fault
  • Is not as described
  • Is not fit for purpose