HOURGLASS ESSENTIALS PRIVATE LIMITED
Return & Refund Policy
1. What is your return policy?
Returns, exchanges, or replacements are accepted only in the event of a manufacturing defect, product damage, or incorrect shipment.
Clear photographic evidence of the issue must be shared within 48 hours of receipt. Email documentation to helpdesk@companystore.io
2. When will I receive my refund after returning an item?
Refunds for eligible returns are processed within 7-10 business days after the item reaches our warehouse. Credit appears on your original payment method. Order shipping charges are non-refundable
3. How can I track my return?
Our support team will provide tracking details for return pickup via email. Track your return using the same tracking interface as regular deliveries.
4. How do I return an item?
Complete the B2C Return Request Form, repack the item in its original packaging, include the return documentation, and await pickup coordination from our logistics team. Returns must be initiated within 10 days of delivery.
5 . What if my item arrives damaged or defective?
Contact Customer Service immediately with photographic evidence. A representative will determine whether return, replacement, or refund is appropriate based on inventory availability.
6. What if I receive a missing or incorrect item?
Contact Customer Service with your order details and discrepancy information. Missing items will be shipped separately; incorrect items require return verification before replacement or refund.
7. Can I cancel an order?
Orders cannot be canceled once they have been placed and paid for unless the item is unavailable for supply. In such cases, a full refund will be processed to your original payment method.
Return to Origin Process If delivery cannot be completed after 3 attempts, the shipment will be returned to our warehouse. For B2C orders, we will ship alternate products and include the return in program inventory.
Lost Shipments If your shipment is lost in transit, our helpdesk team will contact you to process a refund or arrange for reshipment based on your preference.