Refund policy
This Return & Refund Policy applies to all purchases made through www.HempXotic.com (the "Website"), operated by HX Retail LLC. Our goal is to ensure you are satisfied with your purchase. Please read this policy carefully. By purchasing from our Website, you agree to these terms.
Contact
Questions? Email help@hempxotic.com with your order number.
1. Standard Returns
If you are unsatisfied for any reason, you may request a refund on unopened and unused products.
Timeframe. You must initiate a return request within 7 days of the delivery date shown on the carrier tracking.
Condition. Eligible items must be (a) completely unopened in their original sealed packaging (including any tamper-evident seal), (b) unused and undamaged, and (c) accompanied by your order number.
RMA required. Do not ship anything back until you receive a Return Merchandise Authorization (RMA) and instructions.
Ship-back window. After we issue an RMA, you must ship the return within 7 days. Returns shipped late may be refused.
Return shipping. You are responsible for return shipping costs; original outbound shipping is non-refundable. Use a trackable service—returns lost or damaged in transit are your responsibility until received by us.
Restocking fee. A restocking fee up to 15% may be deducted from your refund. We may waive this if the return is due to our error.
Free-shipping adjustments. If your order received free or discounted shipping, we may deduct our actual outbound shipping cost from the refund.
2. Damaged, Incorrect, or Missing Items
We’ll make it right if something arrives damaged, incorrect, or missing.
Notify us within 48 hours of the carrier-posted delivery date. Claims after this window may be denied.
How to report. Email help@hempxotic.com with subject “Issue with Order #[Your Order Number]” and include:
• A brief description of the issue (damaged / wrong item / missing), and
• Photos of (i) the shipping box (multiple angles), (ii) the shipping label, and (iii) the affected item(s). Please retain all packaging until your claim is resolved.
Resolution. If the issue is confirmed to be our fault, we typically send a replacement at no cost. At our discretion, we may provide a prepaid return label and/or alternative remedy.
3. Non-Returnable Items & Final Sale
For safety and quality reasons, the following are not eligible for return or refund (except where required by law):
• Any opened or used product, or packaging with the tamper seal broken.
• Items marked Final Sale or clearance.
• Gift cards, digital/downloadable products, and promotional bonus items.
Product effectiveness. Individual results vary; perceived effectiveness is not a basis for a refund.
4. Refused, Undeliverable, or Unclaimed Packages
If an order is refused, undeliverable due to address issues, or unclaimed after a carrier hold, the package may be returned to us. We can (a) reship at your request after you pay reship postage, or (b) refund minus (i) original shipping, (ii) return shipping charged by the carrier (if any), and (iii) any applicable restocking fee.
5. Exchanges
We do not offer product-for-product exchanges. For defective/incorrect items reported under Section 2, we will arrange replacements or another appropriate remedy.
6. Wholesale/B2B Orders
Wholesale or business purchases are final sale except for DOA (dead-on-arrival) or fulfillment errors reported within 48 hours of delivery with required documentation.
7. The Refund Process
Step 1 — Contact us. Email help@hempxotic.com within 7 days of delivery to request an RMA.
Step 2 — Await authorization. We’ll reply with your RMA and return instructions.
Step 3 — Ship the item. Pack securely and ship within 7 days of RMA issuance using a trackable method.
Step 4 — Inspection & processing. After we receive and inspect the return for eligibility, we’ll process your refund to the original payment method within 5–7 business days. Your bank or card issuer may take additional time to post the credit. Deductions may include non-refundable shipping, restocking, or adjustments described above.
8. Reservation of Rights
We may refuse returns that do not meet this Policy, deny service for suspected fraud or abuse, and modify this Policy consistent with our Terms of Service.