Refund policy
At HenaShade, we are committed to ensuring your satisfaction with every purchase of mice, keyboards, and headphones. If for any reason you are not completely happy with your order, our straightforward refund policy is designed to make the process as smooth as possible. Please read the terms below carefully before initiating a return.
Eligibility for Refunds
To qualify for a refund, the following conditions must be met:
- Timeframe: You have 30 calendar days from the date of delivery to request a return.
- Condition: The item must be unused, unopened (unless defective), and in its original packaging with all included accessories, manuals, and cables.
- Proof of Purchase: A valid order number or receipt is required for all refund requests.
- Non-returnable items: For hygiene reasons, headphones that have been used or show signs of wear cannot be returned unless they are defective. Software or digital content, if included, is non-refundable once activated.
How to Request a Refund
To begin the return process, please contact our support team at [email protected] with your order number and the reason for the return. Our team will respond within 1–2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions. Please note that items returned without an RMA number may be rejected.
Return Shipping
You are responsible for return shipping costs, unless the return is due to a defect or an error on our part (e.g., wrong item shipped). We recommend using a trackable shipping method, as HenaShade cannot be held liable for lost or damaged return packages. Once your return is received and inspected, we will notify you of the status of your refund.
Refund Processing Time
After your return is approved, your refund will be issued to the original payment method within 5–10 business days. Please note that your bank or credit card provider may take additional time to reflect the transaction. If you paid via a gift card or promotional credit, the refund will be applied to your HenaShade account balance.
Partial Refunds
In certain situations, only partial refunds may be granted (if applicable):
- Items with obvious signs of use, missing parts, or damaged packaging (not due to shipping).
- Returns initiated after the 30-day window but within 45 days of delivery.
- Any item returned without its original packaging or accessories.
Damaged or Defective Items
If you receive a damaged or defective product, please contact us within 48 hours of delivery at [email protected] with a photo or video of the issue. We will arrange a free replacement or a full refund, including any return shipping costs. For defective items, we may request that you return the product for inspection before issuing a refund.
Exchanges
If you wish to exchange an item for a different model or color, please follow the standard return process and place a new order once your refund is issued. Direct exchanges are only available for items that are defective or damaged upon arrival.
Late or Missing Refunds
If you have not received your refund after the stated processing time, please first check your bank account again. Then contact your credit card provider, as it may take some time before your refund is officially posted. If you have done all of this and still have not received your refund, please reach out to us at [email protected] for further assistance.
Contact Us
For any questions regarding this refund policy or to initiate a return, please email our support team at [email protected]. We are here to help and will respond to all inquiries within 1–2 business days.