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. Products must be:

• 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. 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:

• 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 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
• 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. Quality Guarantee

6.1. We guarantee:

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

6.2. For quality issues:

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

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7. Exceptions and Special Cases

7.1. Bulk Orders:

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

7.2. Business Customers:

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

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8. Policy Updates

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

8.2. 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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