HomeRoots 2025 Return Policy Change
2025 HomeRoots Return Policy Options: (2 options now available - previously only 1)
1.) Return Allowance – this is a discount % taken off each order in lieu of sending you physical returns.
This allowance covers Buyer’s Remorse Returns.
This allowance covers Damage/Defective Returns*
*If an item arrives damaged or defective and we order a second time to the same customer, and the second order results again with damage/defective issues – we will charge you the value of the 2nd shipment in full (less the allowance).
This will show up as “2Strike” credit deduction on your statement. Essentially this means the allowance policy is in place for the first order, but if a second “replacement” order is necessary and an issue happens again with that same item,
there is a problem with your sku and/or packaging that falls outside the scope of the spirit and intention of the allowance. Note that this should be a very rare/if ever occurrence, but it has happened, so we have created this addendum to the policy.
This allowance does NOT cover wrong item sent.
When there is a pick and pack error/wrong item sent, the responsibility is on you to rectify asap with either replacement or full refund depending on what the customer will approve.
If you want the “wrong” item returned to you, again, it is your responsibility to provide a pre-paid label. We will urge and follow up in any way we can to help make sure the customer
to return to you, with the stipulation that there is no guarantee or way that we can enforce the customer truly returning to you.
2.) Destroy in Field – this is a line-item deduction for the exact return costs by item/incidence.
This means we will remove the current allowance that is being deducted from your items, and you will instead see deductions by item/return as they happen.
This is a good option if you feel confident / have historical evidence that you have a very low return rate.
This DIF deduction covers Buyer’s Remorse Returns.
This DIF deduction covers Damage/Defective Returns.
This DIF deduction covers Wrong Item Sent Returns only if the customer wants a refund. If they will accept you sending them a replacement, you will not be charged.
(note same as above if you want the “wrong” item returned you will need to retrieve/provide a pre-paid label back to your warehouse.
Going forward our Return Allowances will be automated and re-set automatically 3X a year based on historical actuals, with a parameter in place that it will not increase or decrease more than 4% at a time.
With this plan the allowance is subject to change 3X a year and is not retro-active, meaning it changes going forward only. With this plan there is some risk that you will overpay or under-pay until the next reset happens.
Actual return results can be found on the supplier portal in the Performance section, and you can utilize the shipping list to drill into returns at a more granular level via purchase order/sku.
The announcement regarding your new allowance will be sent via email and as a pop up on your portal, a minimum of 30 days prior to the change.
If your rate is raised and impacted by the 4% cap, this means you have a High Rate of Returns, and you will be labeled in our system as a “Return Concern” supplier.
Our team will be reaching out to you in this case to do a deep dive, share our findings, and ask you for a corresponding action plan to lower your return rate.
Lower gross returns behoove us ALL and it is everyone’s responsibility to review products, data, packaging, freight methods, and images to help keep the rate as low as possible.
The Return Allowance Reset dates for 2025 are 5/1, 8/1, and 11/1.