This page addresses questions about product exchanges, returns, and refunds.
Exchange
Products shipped from sellers in the United States, Germany, France, the United Kingdom, Brazil, and Australia to destinations within their respective countries are eligible for exchange. This is because domestic shipping results in a short round-trip exchange period and low round-trip shipping costs.
However, products shipped from Hong Kong worldwide are very difficult to exchange due to the long round-trip exchange period, which can span several months, and excessive round-trip shipping costs. In such cases, we resend the product instead of exchanging it.
Reshipment
1. If a product is lost during delivery, a new product will be resent immediately.
2. If a product is severely damaged during delivery, a new product will be resent after a free return.
Once the customer returns the product and we verify the return with supporting documents, a new product will be resent immediately.
90-Day Returns
If the product's condition is resalable when it is returned to the seller, you may request a return up to 90 days after purchase. The return shipping cost must be paid by the buyer. The refund amount may differ from the purchase price of the product due to deductions for taxes, shipping fees, promotional discounts, store credits, etc.
If you wish to return a product, it must be in the same condition as when received, unused/unworn, with tags and original packaging intact. You must also have a receipt or proof of purchase.
Important Note
The condition of the product you wish to return must be resalable.
35-Day Refunds
Once a product order is received, the product is shipped on the same day or the following day. If the product has not reached the buyer or recipient within 35 days of shipment, we will process a refund upon the buyer's request.
The delivery process can be tracked through our shipping tracking system. If a refund is processed based on the buyer's (or recipient's) request, and the product subsequently reaches the buyer (or recipient), you must return the product at your own expense.
Refund Process
We will inspect the returned item and let you know whether your return has been approved. We will make a decision within 2 business days of collecting the return. If approved, your refund will be automatically issued to your original payment method within 5–10 business days. It may take additional time for the refund to appear in your account.
If your refund has not been completed more than 15 days after your return was approved, please contact helper@hemorium.com.
Please Note:
Some product suppliers present their own standards for returns, reshipments, and refunds to customers. As a result, there may be differences between the supplier's policy and the store's policy. In such cases, we will apply the standard that is more favorable to the customer.
Important Note:
If you wish to return or refund a product, please contact customer service before submitting a return or refund request.
