At gohomax.com, customer satisfaction is one of our core commitments. While we work hard to ensure every product meets high-quality standards, occasional issues may occur. This page outlines how to report defective products or unsatisfactory service experiences and how we handle such cases professionally and transparently.
You may submit a complaint if:
The product you received is faulty, damaged, or non-functional.
The item does not match the description or specifications provided at the time of purchase.
There was an error in delivery or product configuration.
The product fails to operate within a reasonable period after purchase, despite correct usage.
Complaints related to normal wear and tear, improper use, or damage caused after delivery are not eligible for free repairs or refunds.
To initiate a complaint, please follow these steps:
Send an email to: info@gohomax.com
Use the subject line: “Product Complaint – [Your Order Number]”
Include the following information in your email:
Your full name and contact details
Order number and delivery date
A clear description of the issue
One or more photos or videos clearly showing the problem (e.g., visible damage, malfunction during use, non-functional buttons, charging issues)
Once we receive your report, you will get an automated acknowledgment. One of our specialists will review your case and provide further instructions.
If the visual evidence is insufficient or the issue cannot be evaluated remotely, we may ask you to return the product for technical inspection at our facility.
The return must be pre-approved and follow the instructions provided by our team.
A Return Code will be issued, which must be included on or inside the package.
Return shipping costs for complaints under evaluation are the responsibility of the customer unless a manufacturing defect is confirmed after inspection.
We do not accept returns sent by cash on delivery (COD).
We recommend using a reliable courier with tracking to ensure safe and traceable delivery.
After assessing your complaint, the following outcomes are possible:
Valid Defect Found:
We will offer, at our discretion, a full refund, product replacement, or free repair.
No Defect or Damage Found:
The product will be returned to you. Return and re-shipping costs will remain at your expense.
Damage Due to Improper Use:
If the defect results from misuse, the warranty will be void, and no refund or replacement will be provided. You may request a paid repair, if applicable.
Our decision will be based on an objective assessment by our technical team.
If no agreement is reached or you are not satisfied with the proposed resolution, and you are an EU consumer, you may submit your case to the European Online Dispute Resolution (ODR) platform provided by the European Commission.
We remain committed to resolving all complaints amicably and promptly before involving any third-party mediation.
We reserve the right to reject complaints that:
Do not include the required supporting documentation (photos/videos, clear description, order number)
Are submitted after the legal warranty period has expired
Involve damage caused by unauthorized third-party repairs or modifications
All complaints must follow the procedures described above to be eligible for review.
For any questions, status updates, or further clarifications regarding a complaint, please contact:
FOPE SPA
Via Giuseppe Zampieri, 31
36100 Vicenza, Italy
Email: info@gohomax.com