Return and Refund Policy

Last Updated: January 16, 2025

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At our company, we strive to ensure complete customer satisfaction while maintaining fair business practices. This policy is designed to protect both our customers and our business interests.

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1. Eligibility

1.1. This return policy applies to all products purchased directly from our website.

1.2. Domestic Orders (General):

• Unused and in original condition
• In original packaging with all seals intact
• Accompanied by the original receipt/proof of purchase
• Returned within 7 days of delivery/purchase

1.3. International Orders:

• Strictly Warranty Defects Only: International returns are ONLY accepted if the product has a verified warranty defect or manufacturing fault.
• No Change of Mind: Returns or refunds based on "change of mind," personal preference, or ordering the wrong item are not accepted for international orders.

1.4. Special Conditions for Products Sold by Weight:

• Products sold by weight must be returned unopened with original seals intact
• Weight discrepancies must be reported within 24 hours of delivery with photo evidence
• Claims for weight discrepancies will only be accepted if the product's seal is unbroken
• Weight variations of up to 0.5% are considered normal and not eligible for returns

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2. Non-Returnable Items

2.1. The following items cannot be returned:

• International orders without a warranty defect
• Opened products sold by weight
• Custom or personalized orders
• Items with broken seals
• Products showing signs of use or tampering
• Perishable goods

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3. Return Process

3.1. To initiate a return:

• Contact our customer service within 7 days of receiving the product
• Provide order ID, product details, and reason for return
• Include clear photos of the product in its original condition
• For international warranty claims, provide video evidence of the defect
• For weight-related issues, include photos of the sealed product on a calibrated scale

3.2. Contact Methods:

• Email: sales@hape.com
• Phone: +971 58 609 4216

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4. Inspection and Refunds

4.1. All returns undergo a thorough inspection process:

• Products sold by weight are verified against original weight records
• Packaging integrity is checked
• Product condition is assessed

4.2. Refund Processing:

• Approved refunds are processed within 10 business days
• Refunds are issued to the original payment method
• Shipping costs are non-refundable unless the return is due to our error

4.3. Weight Discrepancy Refunds:

• For verified weight shortages, refunds will be calculated based on the price per gram
• Only shortages exceeding 0.5% of the stated weight will be considered
• Full refunds are only issued if the product is returned unopened

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5. Shipping Returns

5.1. Return shipping costs are the responsibility of the customer unless:

• The product received was defective (Warranty Claim)
• We shipped the wrong item
• The product received was damaged during transit

5.2. For approved returns, we will provide:

• Return shipping instructions
• A return authorization number
• Packaging guidelines

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6. International Delivery & Liability

6.1. Delivery Timeframes:

• Delivery times for international orders are estimates only and strictly depend on the third-party courier service selected at checkout.
• We process and hand over orders to the carrier promptly; however, transit times are beyond our control.

6.2. Late Delivery Liability:

• We are not responsible for late deliveries. Delays caused by the courier service, customs clearance processes, flight delays, or local postal services in the destination country are not the responsibility of our company.
• Shipping fees are non-refundable for delayed shipments.

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7. Quality Guarantee

7.1. We guarantee:

• Product quality meets industry standards
• Weight accuracy within 0.5% of stated amount
• Proper packaging and handling

7.2. For quality issues:

• Document the issue with photos
• Contact us immediately
• Do not open sealed products before inspection

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8. Exceptions and Special Cases

8.1. Bulk Orders:

• Custom return policies may apply to bulk orders
• Terms must be agreed upon at time of purchase

8.2. Business Customers:

• Separate terms may apply
• Contact our business department for details

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9. Policy Updates

9.1. We reserve the right to modify this policy at any time.

9.2. Changes will be effective immediately upon posting on our website.

For any questions or assistance, please contact our customer service team.

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