We’re committed to ensuring you’re happy with your purchase. If something goes wrong, here’s how we handle returns, refunds, exchanges, and more. Please reach out to our support team at support@hemli.co with any questions or requests.

How to Request a Return, Refund, or Exchange

For all returns, refunds, or exchanges, contact our support team at support@hemli.co within the specified timeframe for your situation. Once approved, we’ll provide a return shipping label (if applicable) and instructions. Please package items securely to prevent damage during transit.

Circumstances and Timeframes

• Exchanges: Exchanges are available only for faulty items. If an item is defective, contact us within 30 days of delivery for a replacement at no cost, including shipping. The faulty item must be returned in its original packaging.
• Change of Mind: If you change your mind about a purchase, you may return it within 30 days of delivery for a full refund of the purchase price (excluding original shipping charges). Items must be unused, in original condition, and in original packaging.
• Faulty/Broken Items: For items that arrive functional but later break or malfunction due to a defect, contact us within 30 days of delivery. We’ll replace the item at no cost, including shipping, once the faulty item is returned.
• Damaged on Arrival: If your product arrives damaged, notify us within 30 days of delivery. We’ll replace it at no cost, including all shipping fees.
• Wrong Product: If we sent the incorrect item, let us know within 30 days of delivery. We’ll send the correct product at no cost, with shipping covered by us, once the wrong item is returned.
• Never Arrived: If your order doesn’t arrive and tracking shows a “delivered” status, contact us within 30 days of the expected delivery date. After verification, we’ll ship a replacement at no cost, with shipping covered by us, or issue a full refund (including shipping charges).
• Cancellation After Ordering: Orders can only be canceled before they ship. Contact us as soon as possible to cancel and receive a full refund. Once shipped, cancellations are not possible, but you may return the item within 30 days of delivery under the “Change of Mind” process (refund excludes original shipping charges).

30-Day Return Window

Unless otherwise noted, all returns, exchanges, or refund requests must be initiated within 30 days of delivery. Items received at our warehouse after this period may not qualify.

Refund Process

Once your return is received and inspected at our warehouse, we’ll process your refund or replacement:

• For change-of-mind returns, you’ll receive a full refund of the purchase price (excluding original shipping charges).
• For faulty, damaged, wrong, or non-delivered items, we’ll provide a replacement or full refund (including shipping costs where specified) at no charge.
• Refunds are issued to your original payment method within 5-7 business days of receiving the returned item, though processing times may vary depending on your bank or payment provider.
• We will answer refund requests within 2 business days.

We’re here to help! Contact us at support@hemli.co with any questions about this policy.