Shipping & Returns
General Shipping & Returns Terms:
Remote Home Office Space (RHOS) reserves the right to update Shipping & Returns guidelines whenever necessary. The updated version will be published on remotehomeofficespace.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Remote Home Office Space (RHOS) immediately. All buyers are deemed to accept the rules if they are using the services provided by RHOS's policy. RHOS's policy shall prevail.
For after-sales issues, buyers can file a Return & Refund request within 14 days of their product delivery date. If the time period of the customer's Return & Refund request exceeds the 14 day period post receipt of said request, RHOS reserves the right to cease and desist any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting RHOS via our Contact Us link.
If RHOS cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, RHOS has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with provided and compelling evidence, and the provision of the damaged goods being returned in good faith, RHOS has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged or broken goods. RHOS should refund the buyer when the return shows as in transit on the logistics website with the provided prepaid return label.
RHOS shall not accept after-sale request for "non-defective remorse returns", and has the right to accept or reject the request. RHOS will abide by the policy under this condition.
If RHOS accepts the after-sale request for the reason type of "non-defective remorse returns", RHOS will require the deduction for "restocking & repacking fee", under RHOS's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of the orders total price.
RHOS shall not require warranty, like whether to provide warranty or not, or the way of warranty handling with.
RHOS shall restrict refund time and redelivery time under the condition, included but not limited to, orders that should be refunded based on the policy, agreement of refund, or redelivery between RHOS and buyer and or others. RHOS must refund not more than 3 business days, or provide redelivery not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to RHOS. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, RHOS has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by RHOS under the following various circumstances -
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
2. Return & Refund Filing Guidelines:
For Unshipped Orders -
The Return & Refund request is made after the stated processing time. RHOS will refund the order. The Return & Refund request is made within the stated processing time. RHOS has 3 business days to process the request after the buyer submits it. If RHOS fails to process (accept or reject) the refund request within 3 business days, RHOS will refund the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders -
The Return & Refund request is made after the order has shipped. RHOS has 10 business days to process the request after the buyer submits it. If RHOS fails to process (accept or reject) the refund request within 10 business days, RHOS will refund the order.
3. Goods Returned in Transit:
If the package is sent back to RHOS during transit for any reason, and the buyer applies for a refund, RHOS should refund within three business days of the refund request. Under the same cases, if the buyer requests redelivery, RHOS should begin redelivery within 5 business days of the request date.
4. Goods Destroyed in Transit:
The following steps must be followed when creating this type of request.
4a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
4b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
4c. Products are to be returned without exception to RHOS upon our Dispute Team requesting for a product return in Disputes.
Except for distinct and implicit interpretations, RHOS will make a refund, resend, or accept the return for any of the following cases:
5. Orders Delayed:
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from RHOS warehouse.
The following countries and shipping methods may be different:
5a. For orders shipped to the USA, it will be counted 45 days after orders departed from RHOS warehouse.
5b. For Brazil, it is after 110 days counting from the date order departed from RHOS warehouse due to the strict customs clearance in Brazil.
5c. For RHOS Packet Liquid Line to all countries, RHOS will deal with your dispute for delayed orders after 100 days counting from the date order departed from RHOS warehouse.
5d. RHOS will not deal with disputes on certain special shipping methods (See the following important interpretation).
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, RHOS will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.6. Orders not Received:
RHOS will not deal with refunding or a resend if the tracking information shows the order is delivered. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
6a. Tracking information alert. The tracking information shows Alert, the reasons are listed as below -
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return process, RHOS takes no responsibility due to lost products during return transit.
RHOS cannot offer refund or resend orders if a claim for the undelivered orders or packages destroyed by logistics companies has not been processed.
7. Damaged Products:
RHOS offers a full refund or a replacement if packages arrived are badly damaged. RHOS also offers partial refunds and or replacements if packages arrived partially damaged or incomplete (except thread, slightly wrinkled, small scratches etc.).
Notes:
For ordinary or faulty electronic products, clients may issue complaint or open a dispute to within 30 days after packages are delivered.
For service products, RHOS refunds the market cost of the service product provided at time of purchase. No refund will be awarded if customer does not provide evidence as illustrated above, of the service product being at fault. RHOS does not take responsibility for faulty 3rd party service providers.8. Wrong Receipt Information:
If the buyer puts wrong receipt information on an order, the buyer should contact RHOS via our Contact Us link... to request an update to the order with the correct receipt information. Please note the receipt information correction or order cancellation are not guaranteed. If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information. If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, RHOS shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be responsible for the redelivery fee. If the order cannot be corrected or returned, the buyer will bear all losses.
9. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems):
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on remotehomeofficespace.com, RHOS will attempt to validate all submitted findings and or proof and give a response within 3 business days.
If the buyer's proof shows a problem clearly after being checked, the proof checking time shall not be more than 3 business days, and if the goods need to be returned to get a refund, RHOS will provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number the buyer has uploaded within the 3 business days. If it deemed the goods needn't be returned, RHOS will refund the order within 3 business days of the completed assessment. If proof is valid, and buyer requests redelivery, RHOS should provide redelivery within 5 business days of the validation. Please note RHOS has the right to refund order if the redelivery products are out of stock.10. Missing Products within an order:
RHOS' policy for missing products are as follows:
For products with wrong color, size which doesn't affect product function, etc., RHOS offers a refund or resend if you provide a screenshot of your discrepancy including name, content and date. For parts missing which doesn’t affect product function, RHOS may refund partially or resend the missing part. For orders delivered missing parts which affect product function, RHOS will resend the product. For missing accessories a customers product order, RHOS will resend the accessories.Notes:
For product size discrepancies, RHOS will evaluate product according to applicable measurement methods. Customer is responsible for providing photos of inaccurate measurement. Customer will need to submit a Refund and Return request thru remotehomeofficespace.com so our our dispute team can efficiently assess the issue and proceed quickly and accordingly.
a. Invalid tracking information - If RHOS verifies the tracking number is wrong, and RHOS fails to provide the correct one within 4 business days, RHOS will refund the order
b. Untimely Tracking Info Updates - If there is no update of the tracking info for more than 7 business days after label created showing on the logistics website, and the buyer applies for a refund, RHOS will refund the order within 3 business days of buyer request for refund.
Notes: This does not apply to special time periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
c. Too-long of Shipping Period - If the transit time exceeds the estimated delivery time by 10 days or more and RHOS fails to provide any valid tracking updated info, the buyer may apply for a refund. RHOS requires refund order within 3 business days post buyer request.
Notes: This does not apply to special time periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
12. Order Cancellation:
RHOS will offer a full refund upon request for orders cancelled before products are processed by our warehouses. However, the following orders are not eligible for cancellation:
Preorders, video orders and photo order requests.
13. Deadline for Opening a Dispute:
You cannot open a dispute if the order status is closed. Orders where tracking information from a third party is untraceable are not eligible for dispute.
13a. Unacceptable Disputes:
RHOS will not accept unreasonable disputes, including but not limited to:
a. The buyer decision remorse.
b. Product description details are not exact.c. Unexpected product odor or appearance.
d. Buyer mistakenly ordered wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. Packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
Notes: If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with RHOS to help deal with the after-sale issues.
14. Shipping Method Limitations:
Some shipping methods are not trackable when orders arrive to some Countries, States, or Cities. RHOS lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.
Notes: When choosing certain shipping methods, the remote addresses will be charged additional costs.
15. Force Majeure:
RHOS takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, RHOS will notify you by remotehomeofficespace.com.
16. Destination Limits:
Due to limited international transportation, RHOS will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
17. Other:
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through our Contact Us link. RHOS will try its best to assist buyers in these special circumstances in a timely manner.
RHOS takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, RHOS will notify you by remotehomeofficespace.com.
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