Customer Service - FAQs

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Returns and Refunds

What is your return policy? How many days do I have to return a product?

For online purchases, HEMCAEL will refund the entire price of the products as long as they are returned unworn, unused and undamaged, original invoice and HEMCAEL original packaging included, and with its tag or sticker attached. The Perfumesreturned items must be in their original, unopened, unused and undamaged packaging (including unopened cellophane wrap). The merchandise must be returned within 14 (fourteen) days of the date of receiving the item. HEMCAEL reserves the right to refuse return of any merchandise that does not meet the above return requirements in HEMCAEL’s sole discretion.

How long do I have to wait to receive the refund?

HEMCAEL will do everything possible to provide a refund as quickly as possible. Returns on HEMCAEL.COM will be processed at the latest 14 (fourteen) days of the date from which we received your request for refund, and from the arrival of the merchandise at our warehouse. HEMCAEL will send a confirmation email once your refund has been credited. Refunds may only be issued to the form of payment that was utilized for the purchase.

Are the shipping fees and return costs refundable?

For orders with total products over € 600,00 the standard shipping is free. Return of any product is subject to a charge.

How do I submit an exchange request on HEMCAEL.COM?

To exchange an item, return the original item following the instructions provided in the shipping confirmation email. Please consider that new orders are subjected to availability of the products. We will contact you if your request for an exchange cannot be accepted.