REFUND AND RETURNS POLICY

Welcome to the shopping service of www.hourglassdepot.com (hereinafter referred to as “this website”). To ensure that your shopping experience is pleasant and worry-free, we hereby formulate the following refund terms (hereinafter referred to as “these terms”). Please read these terms carefully before shopping to understand our refund policy, process and conditions.

1. Refund Policy

Product Return Conditions:
The product has quality problems or does not match the description after receipt.
The product is damaged during transportation and you have provided the necessary proof (such as photos, express delivery number, etc.).
Submit a return application within the return period specified on our website.
Refund Method:
We will refund the payment in the same way as your original payment.
The refund will be processed within 7 working days after we receive the returned product and confirm that it is correct.
Refunds by cooperation with US transport companies:
For products shipped by our cooperative US transport companies (the specific company name will be announced or notified according to the actual situation), if the return is caused by transportation problems, we will coordinate with the transport company to ensure that your rights are protected.
During the return process, if there is a dispute over transportation costs, we will communicate and negotiate with the transportation company and you according to the specific circumstances, and strive to resolve it fairly.

2. Return process

Submit a return application:
Log in to your account, find the product to be returned in “My Order”, and click “Apply for Return”.
Fill in the reason for return, upload necessary supporting documents, and submit a return application.
Waiting for review:
Our customer service team will review your return application as soon as possible after receiving it.
After the review is passed, we will provide the return address and return requirements.
Return goods:
Please return the goods according to the return address and requirements we provide.
It is recommended that you choose a traceable transportation method and keep the courier number for inquiry.
Confirm receipt and refund:
After we receive the returned goods, we will conduct a quality inspection.
After confirmation, we will process the refund for you according to the refund method.

3. Special instructions

If the product has quality problems or does not match the description and causes the return, we will bear the return shipping costs.
If the return is due to personal reasons (such as the size is not suitable, dislike, etc.), the return shipping fee must be borne by you.
Please ensure that the returned goods are intact and have complete accessories, otherwise it may affect your refund amount or cause the refund to fail.

We are committed to providing you with a high-quality shopping experience. If you encounter any problems or need help during use, please feel free to contact us. We will serve you wholeheartedly and try our best to solve your problems.