At homelexnor.com, customer satisfaction is one of our top priorities. While we strive to ensure that every product meets the highest quality standards, occasional issues may arise. This page explains how to report defective products or unsatisfactory service experiences and how we handle such situations 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 use.
Complaints related to normal wear and tear, improper use, or damage occurring after delivery are not eligible for free repairs or refunds.
To start a complaint procedure, please follow these steps:
Send an email to: info@homelexnor.com
Use the subject line: “Product Complaint – [Your Order Number]”
Include the following information:
Your full name and contact details
Order number and delivery date
A clear description of the problem
One or more photos or videos clearly showing the issue (e.g., visible damage, malfunction during use, non-working buttons, charging failures)
Once we receive your report, you will receive an automatic acknowledgment. One of our specialists will then review your case and provide further instructions.
If the visual evidence is not sufficient or the issue cannot be verified remotely, we may ask you to return the product for a technical inspection at our facility.
The return must be pre-approved and follow the instructions given 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 for secure and traceable delivery.
After our assessment, one of the following outcomes will apply:
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 issue is due to misuse, the warranty will be void and no refund or replacement will be offered. You may request a paid repair, if available.
All decisions are based on an objective evaluation by our technical team.
If an agreement cannot be reached or you are dissatisfied with our proposed solution, 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 complaints fairly and promptly before involving any third-party mediation.
We reserve the right to reject complaints that:
Do not include the required supporting documents (photos/videos, clear description, order number)
Are submitted after the legal warranty period has expired
Involve damage caused by unauthorized repairs or modifications by third parties
All complaints must follow the procedures described above to be eligible for review.
For any questions, status updates, or additional clarifications regarding a complaint, please contact:
MISCONEL SRL
VIA PIZZEGODA 3 – 38033 – CAVALESE (TN)
Partita IVA: 00829140227
Email: info@homelexnor.com