OUR CUSTOMER RETURN & EXCHANGE POLICY
We do everything we can to ensure you are happy with your purchase, but we know that sometimes a product is just not right. You may contact us by email or call us at 760-321-3092 within 48 hours after the delivery. Returns sent back are subject to inspection and must be resellable. Items returned outside the 48 hour approval window will not be refunded and discarded/donated.
100% accepted is items that are incorrectly shipped or proven damaged in transit.
Our Customer Service Representatives are available Monday thru Thursday, 8:00 AM to 4 PM, Pacific Standard Time and Noon on Friday. If for whatever reason you receive a defective product, we will gladly replace it with the same product. We will ship to you at no cost a replacement item and arrange for the defective item to be returned.
Please understand that we cannot accept returns or issue refunds for the following reasons:
- Simply because you did not like a product.
- If the product has been used in any way.
- If the product has come into contact with any bodily fluids (To ensure health and safety we unfortunately can not accept returns or exchanges if the product has come into contact with ie. saliva, urine, semen etc.)
RETURN CONDITIONS
Free return shipping is NOT provided. Items must be returned in NEW (unused, untampered, untested, and resalable) condition, in the original manufacturer packaging. For your protection, Merchandise must be safely wrapped to prevent damage during the transit and a tracking number provided to us.
Generally, as a “rule-of-thumb” you return the items to us the same way we sent them to you – in the same condition and with all the original contents.
REFUND POLICY
A refund is given once returned Merchandise is received at our Return Shipping Address, inspected and confirmed it is in acceptable return condition. We will notify you via email once return is received and will advise regarding refund/store credit process.
A refund or exchange will not be processed for products that do not meet exchange or refund criteria or if the return request is received after 48 hours after the delivery date.
Shipping charges selected at checkout are non-refundable. We also unable to offer refunds for any fees imposed by other entities such as shipping carrier charges, or taxes.
Refunds usually take about 1 to 2 weeks depending on the original payment method. A refund will be credited back to your original method of payment (minus shipping & taxes which are not refundable).
EXCHANGES IN CASE OF SHIPPING DAMAGE
If item has been damaged during the transit, we will replace it at our expense. In case no replacements are available, refund will be issued. Please note, it is important to contact us within 2 days to send proof of damages. (DO NOT discard the shipping carton/envelope and packaging to facilitate the investigation process if necessary.) You will need to photograph what you received including packaging and send good quality photographs of all damages and/or leakages. No exceptions. No refunds or replacement will be issued if proof of damage is not provided. A damaged item returned for a replacement may be exchanged at HisAromas discretion.
RETURN AND EXCHANGE INSTRUCTIONS
HisAromas created a hassle-free Return and Exchange process with step-by-step guidelines for your convenience. The process is simple providing you follow the instructions.
To return or exchange an item, please follow these simple steps:
– Contact our customer service department within 2 days of delivery to obtain a Return Merchandise Authorization (RMA) number. No return or exchange will be accepted without an RMA Number.
– Pack the Merchandise securely. Please note that we are NOT responsible for lost or stolen returned merchandise.
- You will get a notification as soon as the return has been processed.
LOST, MISSING OR STOLEN PACKAGES
We
are committed to providing the best safe, secure and discrete delivery
of our customers packages, however once we hand your package over to the
delivery carrier (USPS) it is their responsibility to ensure its
delivery. We are NOT responsible for packages that have unfortunately
been lost, go missing or get stolen. If for whatever reason a package
gets delayed, goes missing it is then the buyers responsibility to
contact their local Post Office and provide them the correct tracking
information and file a report with them of your lost or missing package
and obtain a “Case Number” and ask for a Resolution date. Once you
obtain this “Case Number”, please then email us all the relevant
information and your “Case Number” so that we may file a claim if
necessary.
Once we have all this information and depending on the
resolution date of the Post Office, only then can a New Package be
mailed.
Our Lost or Stolen Policy is – “We REQUIRE a Case Number, before ANY replacements can be considered or sent!” NO EXCEPTIONS!
Furthermore, the replacement package and ALL future purchases will be shipped “Adult Signature Required”.