Cancellation and Refund Policy
At HenzoCare, we strive to ensure that our customers are satisfied with their purchases. However, we understand that sometimes there may be a need to cancel an order or request a refund. This policy outlines the procedures for cancellations and refunds.
1. Order Cancellation
a. Cancellation by Customer
- Before Shipment: You may cancel your order for a full refund at any time before it is shipped. To cancel your order, please contact our customer service team as soon as possible at henzocare@gmail.com.
- After Shipment: If your order has already been shipped, you will need to follow our return process once you receive the package.
b. Cancellation by HenzoCare
HenzoCare reserves the right to cancel any order for reasons including but not limited to:
- Product availability issues
- Errors in pricing or product description
- Suspected fraudulent activity
- Incomplete or inaccurate order information
If we cancel your order, you will receive a full refund of any payments made.
2. Returns
a. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The product must be unused, in its original packaging, and in the same condition that you received it.
- The return request must be made within three days of the delivery date.
b. Return Process
To initiate a return, please follow these steps:
- Contact our customer service team at henzocare@gmail.com to request a return authorization.
- Once your return is authorized, you will receive instructions on how to send your item back to us.
- Pack the item securely in its original packaging and include all paperwork, parts, and accessories.
- Ship the item to the address provided in the return authorization instructions.
3. Refunds
a. Refund Process
Once we receive your returned item and inspect its condition, we will process your refund. Please note the following details:
- Processing Time: Refunds are typically processed within two business days of receiving the returned item.
- Original Payment Method: Refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer valid, please contact our customer service team to arrange an alternative refund method.
b. Shipping Costs
- Customer-Initiated Returns: Shipping costs for returning an item are the responsibility of the customer. We recommend using a trackable shipping service or purchasing shipping insurance.
- HenzoCare-Initiated Returns: If the return is a result of our error (e.g., incorrect or defective product), we will cover the shipping costs.