Refund policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
- Gift cards
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
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REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of 3-7 days.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@hoeneo.com.
SALE ITEMS (IF APPLICABLE)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
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EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@hoeneo.com.
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GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
SHIPPING
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $55, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
ORDER CANCELLATION
If you contact us within 24 hours of placing your order it may be possible to cancel your order. This also applies to pre-order products. Please email us at support@hoeneo.com and we'll do our best to help.
RETURNS
If you are unsatisfied with your purchase, you may return it to us for an exchange or refund within 30 days. We are not able to provide an exchange or refund on any of our products that have been personalized. Refunds will be issued to your original payment method only.
Please advise us upon receipt of your purchase if you wish to exchange an items. If you would like to exchange an items (not including items that have been personalized) please email support@hoeneo.com with your order number, the item you would like to exchange and the item you would like to replace it with. Once we have received your exchange request, we will provide you with an RMA number which you will need to include with the item you are returning.
Please note that all extra postage costs incurred exchanging or returning an item are payable by you and the return of the new item is subject to us receiving the extra postage costs. Once this is received the new item will be posted immediately. If you are returning a product for a refund your initial shipping fee can not be refunded.
Please make sure your items are returned new, unused and with all tags still attached as any returns that do not meet our policy will not be accepted and will be sent back to the customer. We strongly recommend when returning items to us you use recorded or special delivery as we are unable to refund items that are lost in the post. All goods shall remain your responsibility until we receive them.
Exchanges received outside the above time frames will not be accepted. For all exchanges, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Please be aware that international customs duties and sales taxes that are incurred in the return of a product can not be refunded.
FAULTY ITEMS
Returns of faulty items will only be accepted if the goods were faulty when delivered to you, we at support@hoeneo.com make every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to report, please make your request clear when contacting support@hoeneo.com about the fault.
Returns of faulty goods must be returned to us within 30 days of being received by you. If you return an item to us because it is faulty, we will include with your refund the postage you paid when returning the item to us.
We strongly recommend when returning items to us you use recorded or special delivery as we are unable to refund items that are lost in the post. All goods shall remain your responsibility until we receive them.
Refunds or replacements will be solely at the discretion of support@hoeneo.com
Returns FAQ
What if I do not have the original shipping carton?
If you do not have the original packaging, we can send you a replacement shipping carton for a nominal fee of 5. This charge will be deducted from your refund. If you are interested in this service please contact our Customer Support team.
How long does it take to receive my refund?
When we receive the device at our warehouse, we will inspect the shipment to ensure all parts have been returned and the device undamaged. Once the device has been inspected, usually in 2-5 business days, we will process your refund and reimburse the payment method you used for the purchase.
Return Windows
30 days
How can customers return your products?
By mail
What is the restocking fee?
No restocking fee
How much will customers pay for return shipping?
For defective products This happens when the product is incorrect, damaged by the carrier, or defective in another way No cost
How will customers get the return label?
For defective products This happens when the product is incorrect, damaged by the carrier, or defective in another way
Download/print
For customer remorse This happens when the customer purchased the wrong product, it doesn't fit, or they no longer want the item
CONTACT INFORMATION
For any questions, disputes, or clarifications regarding our return and refund procedures, please contact us:
* Store Name: Hoeneo
* Email: support@hoeneo.com
* Phone: +1 (323) 536-1325
* Business Address: 15 rue des Merisiers, Mercier Quebec J6R 1X3, Canada