Refunds and Returns Policy

Customer satisfaction guarantee

At Home24Care, customer satisfaction is our top priority. We want you to shop with confidence, knowing that if you are not completely satisfied with your purchase, we are here to help.

Return eligibility

You may request a return within 90 days of the delivery date. To qualify for a return:

• The item must have been purchased directly from Home24Care.
• We accept returns of both defective and non-defective products.
• We accept returns of new, unused and gently used items.
• Returned products should include all original parts, accessories and packaging wherever possible.

How to request a return

Step 1 — Contact us

Before returning any item, contact our support team at contact@home24care.com or +1 575 271 0768 and include:

• Your order number
• The product name
• The reason for the return
• Photos of the item if it is damaged, defective or incorrect

Step 2 — Receive return authorization

Our team reviews every request and sends written return instructions if your return is approved. Please do not ship anything back before you receive that authorization — unauthorized returns can be delayed or refused at the warehouse.

Step 3 — Return the product

Once approved, ship the item using a trackable and insured service and send us the tracking number. Home24Care cannot be responsible for packages lost in return transit.

Return methods

Depending on the item and your location, returns can be completed by:

• Mail-in return using the instructions we provide
• Carrier pickup, which we arrange for oversized and freight items
• An authorized drop-off location, where one is available near you

Refund process

Refunds are always issued to the original payment method used for the purchase. We cannot refund to a different card, account or person.

We will email you when your return has been inspected to confirm whether the refund has been approved, and again when it has been sent to your payment provider.

Return shipping charges

If a return is approved because the merchandise was defective, the wrong item was shipped, or the product was damaged in transit, we cover the return shipping and refund the full amount you paid, including any original shipping charges.

For non-defective returns — for example a change of mind — return shipping may be the responsibility of the customer unless otherwise required by law. We will tell you the exact cost in writing before you ship anything back.

No restocking fees

Home24Care does not charge restocking fees on approved returns.

Damaged, defective or incorrect items

If you receive an item that is damaged, defective or different from what you ordered, contact us within a reasonable time after delivery with your order number, a short description and clear photos of the issue.

Depending on the situation we will:

• Send a replacement product at no charge, or
• Issue a full refund, or
• Ship replacement parts where that fully resolves the problem.

In most of these cases we will not ask you to return the product before we resolve it.

Order cancellations

You can cancel an order at no cost at any point before it ships. Email contact@home24care.com or call +1 575 271 0768 as soon as possible with your order number. Once an order has been handed to the carrier it can no longer be cancelled, but you can still return it under this policy.

Non-returnable items

A small number of items cannot be returned for health, hygiene, safety or legal reasons. Where an exclusion applies it is stated clearly on the product page before you buy.

Contact information

To start a return or ask about a refund, contact us:

• Company: home24care GROUP LLC, trading as Home24Care
• Email: contact@home24care.com
• Phone: +1 575 271 0768
• Address: 320 Klagetoh St, Gallup, NM 87301, United States
• Support hours: Monday–Friday, 9:00 AM – 6:00 PM CST

We reply to every email within one business day. Please include your order number so we can find your order straight away.