Products will be replaced or credited to your HS account only to be used towards your next purchase, never refunded, in the case of a shipping error on our part or damage during shipping. If the product was damaged during shipping we will only replace the product once a claim has been issued by the freight carrier. We cannot issue a credit or replace product for accidentally ordering the wrong product, not liking the color, feel, viscosity, scent or any other physical aspect of the product. We will also not refund or replace free of charge any product that has shelf life issues that may occur to pre-approved naturally preserved products or products that you alter in any way or stored incorrectly causing separation or damage to the product shelf life.
If we make a mistake, then we will immediately reproduce your product and will ship it to you via the originally requested method of transport. If you would like your replacement product shipped faster than ground you will need to pay the different in the freight.
Note: if you paid by credit card and an order is cancelled for any reason, then there will be an additional 4% fee for the loss that we incur from the credit card merchants for accepting your card for payment in the beginning.
Note: Cancellations, if allowed can only be done if we have not already started making your product. Once production has begun, we cannot cancel, credit, or refund for any reason.
NOTE: Once an order has been placed it cannot be changed. Please double check that you have ordered the correct products etc. BEFORE proceeding through the checkout.
We do not offer refunds due to change of mind. In some extenuating circumstances we may be able to support you, however a 10% fee will be incurred (covering transaction fees and administration costs).
If products are faulty or damaged, we will replace your items as soon as we can. Please contact us as soon as possible (ideally within 48 hours of receiving the item) with a photographs of the fault.