Returns, Refunds, and Cancellations
Welcome to Hariwald Luxury, LLC. We are committed to providing you with the finest personalized products and exceptional customer service. Here’s how we handle returns, refunds, and cancellations:
Personalized Products
Ensuring Your Satisfaction
We take pride in our handcrafted products, but occasionally, errors can occur. If you encounter any issues with your order, we're here to help.
For Faulty Products
- Reach out to our customer service team within 14 days via our website contact form, including your name and order number.
- Our representative will guide you through the return process. You may be asked to provide a photo and description of the fault via email to expedite the process.
- If the fault cannot be confirmed through email, you may need to return the item for inspection.
- Always contact us before sending any items back.
- Please review the terms agreed upon at purchase, available on our website.
Key Points:
- Non-Faulty Goods: Personalized items cannot be returned if they are not faulty.
- Faulty Goods: Upon verification, if a return is necessary, we will guide you on how to send the item back. Use a tracked delivery service, and we will reimburse postage costs at our discretion after inspection.
Once we receive the item in its original condition, we will rectify the issue. Used products may not qualify for a remedy, and for minor faults, we might suggest an alternative solution.
Refund Policy
Before Production Starts
- We allow a 30-minute window after order placement for any changes or cancellations. During this time, you can receive a full refund by contacting our customer service team.
After Production Starts
- Post-production commencement, we have already invested in materials and labor for your order. While a full refund may not be possible, our team will work with you to find a suitable solution, potentially offering a partial refund.
After You Receive Your Items
- We want you to be happy with your purchase. Please ensure you check the size charts and measurements on our website to order the correct size. For any issues, contact us within 14 days, providing your order number and a brief description of the problem.
Non-Personalized Products
Returns & Refunds
- You have the right to cancel your purchase of a non-personalized product within 14 days of delivery. Return the unused item within 14 days of cancellation, at your expense. We will repair or replace items with manufacturing faults free of charge.
Wholesale Orders
- Orders placed through wholesale accounts are considered Business to Business contracts and are not covered by the Consumer Rights Act. Businesses cannot claim for wear and tear, misuse, accidental damage, or if they no longer want the item.
Cancellations
Within 30 Minutes
- You can edit or cancel your order within 30 minutes of placing it for a full refund. Contact our customer service team for assistance.
After 30 Minutes
- Once production begins, canceling an order will incur a 20% charge to cover the costs of materials and labor.