Refund policy
Return & Refund Policy
Because our items are shipped directly to you, all sales are final except for items that arrive damaged, defective, or materially different from the listing. We do not accept returns or refunds for change of mind, buyer's remorse, "didn't like it," or for ordering the wrong item, size, or color. Please review your order carefully before purchasing.
For any questions, contact us at henriquesorganic@gmail.com.
Returns — We have a 30-day return window: you have 30 days after receiving your item to request a return for an eligible reason (damaged, defective, or wrong item received). To be eligible, your item must be unused and unopened, in the same condition you received it, with all original packaging, plus the receipt or proof of purchase. To start a return, contact us at henriquesorganic@gmail.com. Returns must be sent to the address we provide once your return is approved. Items sent back without first requesting a return will not be accepted.
Damages & Issues — Please inspect your order upon delivery and contact us within 48 hours if the item is defective, damaged, or incorrect. You must include your order number and clear photos or video showing the issue. Claims made after 48 hours, or without photo/video proof, cannot be accepted. If approved, we will provide a replacement or a refund at our discretion.
Non-Returnable Items — For safety reasons, the following can never be returned or refunded:
- Used torches (once used, they cannot be returned)
- Hazardous materials, flammable liquids, or gases
- Sale items or gift cards
- Custom or personalized products
- Perishable goods and personal care goods
Order Cancellations — Orders may be cancelled only within 2 hours of purchase, before processing. Once processed or dispatched, an order cannot be cancelled. We are not responsible for orders delayed or lost due to an incorrect address provided by the customer.
Exchanges — We do not process direct exchanges. The fastest way to get what you want is to return an eligible item and, once the return is accepted, place a separate order for the new item.
Shipping Times — Orders ship worldwide and typically arrive within 2–4 weeks. Carrier scan delays and transit times are normal for international shipping and are not grounds for a refund while an order is in transit.
European Union 14-Day Cooling-Off Period — If the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. The item must be in the same condition you received it, unused and in original packaging, with proof of purchase. Return shipping costs are the responsibility of the customer unless the item is defective.
Refunds — Approved refunds are issued to your original payment method within 10 business days. It may take additional time for your bank to post the refund. If more than 15 business days have passed since approval, contact us at henriquesorganic@gmail.com.