Return and Refund Policy
Thank you for shopping with henze-l.com.
We want you to be completely satisfied with your purchase. If for any reason you are not fully satisfied, we’re here to help.
1. Return Eligibility
1.1 Time Frame: You have 14 days from the date of delivery to initiate a return. After this period, we cannot accept returns for any reason.
1.2 Condition of Items: To be eligible for a return, your item must be unused, in the same condition you received it, and in the original packaging. Items that show signs of use or damage may not be accepted for return.
2. How to Initiate a Return
To start a return, please contact us at [email protected] with your order number and reason for return.
We’ll provide instructions on how and where to send your package.
3. Return Shipping Costs
3.1 Customer Responsibility: You are responsible for covering the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
3.2 Defective or Damaged Products: If your item arrives defective or damaged, please contact us within 48 hours of delivery with photos of the damage. We will arrange for a replacement or issue a full refund, including return shipping costs.
4. Refund Process
4.1 Inspection: Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
4.2 Refund Timeline: Approved refunds will be processed within 5-7 business days, and a credit will be applied to your original payment method. Please note that your bank or card issuer may take additional time to process the credit.
5. Lost or Delayed Packages
If you have not received your package within 30 days of the estimated delivery date, please contact us at [email protected]. We will work with you to investigate the issue and determine the next steps.
6. Non-Returnable Items
Certain items are non-returnable, including:
- Gift cards
- Personalized or custom-made products
- Sale items (where specified as final sale)
7. Exchange Policy
If you wish to exchange an item, please follow the return process and place a new order for the desired item. Exchanges are subject to stock availability.
For further information or if you have any questions, please contact our support team at [email protected].
