سياسة الاسترداد

We want you to love your purchase. If something isn't right, we're here to help.

30-Day Return Window

You have 30 days from the delivery date to request a return. To be eligible, your item must be unused, in the same condition you received it, and in its original packaging. Proof of purchase (order number or receipt) is required.

How to Start a Return

Email us at support@henorwa.com with your order number and the reason for the return. We'll respond within 24 hours with return instructions and the return address. Please do not send items back before contacting us — returns sent without authorization cannot be processed.

Refunds

Once we receive and inspect your return, we'll notify you of approval. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.

Return Shipping Costs

If the return is due to our error (wrong, defective, or damaged item), we cover return shipping. For change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges are non-refundable.

Problem With Your Order? Contact Us First

If anything is wrong with your order — your package has not arrived, it arrived damaged, defective, or incorrect, or it is not as described — please contact us before doing anything else, including opening a dispute with your bank or card issuer. Email support@henorwa.com with your order number and a short description (plus photos if the item is damaged or wrong). We reply within 24 hours and will work to resolve it quickly with a replacement, reshipment, or refund.

Package Not Received

Once your order ships, you'll receive a tracking number by email. If tracking shows no movement for several days, shows "delivered" but you can't find the package, or the estimated delivery window has passed, contact us. First please check with household members, neighbors, and your building's mail room or front desk, as carriers sometimes mark parcels delivered slightly early. If the package is confirmed lost or cannot be located, we will either reship your order or issue a full refund, at your choice. We'll open a claim with the carrier on our side — you don't need to do anything beyond telling us.

Received a Defective, Damaged, or Wrong Item

Inspect your package as soon as it arrives and contact us within 48 hours of delivery with your order number and clear photos of the item and the packaging (and the shipping label, if the wrong item was sent). We'll arrange a replacement or full refund at no cost to you. Reports made after 48 hours may still be reviewed case by case, so please reach out anyway.

Payment Disputes and Chargebacks

We take every order issue seriously and resolve valid problems promptly, so please give us the chance to help before filing a dispute (chargeback) with your bank or card issuer. A dispute filed without contacting us first cannot be resolved by us directly: it freezes the funds, delays your resolution (often by weeks), and the bank may side with the merchant when our records show the order was delivered as described. Orders disputed without prior contact may also be flagged, and we reserve the right to decline future orders from accounts with unjustified chargebacks. If you've already contacted us and we haven't responded within 3 business days, you are of course free to contact your bank.

Non-Returnable Items

For health and hygiene reasons, certain items cannot be returned once opened, including: personal care products (e.g. hair removal cream, shoe cleaner foam), fragrances, and bath products. Final-sale and clearance items are also non-returnable. These exclusions do not apply to items that arrive damaged or defective.

Cancellations

Orders can be cancelled for a full refund within 12 hours of purchase, before fulfillment begins. After that, the order may already be processing and cannot be guaranteed for cancellation.

Late or Missing Refunds

If you haven't received an approved refund after 10 business days, first check with your bank, then contact your card company. If you've done this and still haven't received it, reach out to us at support@henorwa.com.