Refund policy

Shipping Damage Return Policy

We understand that receiving damaged items can be frustrating. To ensure a smooth resolution, please review our Shipping Damage Return Policy:

Eligibility for Return:

1. Shipping Damage Only: We accept returns for items that have been damaged during shipping.

Exclusions:

1. Buyer's Remorse: We do not accept returns for buyer's remorse or change of mind.
2. Misused or Mishandled Items: Items that have been misused or mishandled by the customer are not eligible for return.

Return Procedure:

1. Report Damage: Please report any shipping damage within 48 hours of receiving the item. Contact our customer service team via email at  info@hetzelhandmade.com with your order number and a description of the damage.
2. Photo Evidence: Include clear photos of the damaged item, as well as any damaged packaging, in your email.
3. Assessment: Our team will assess the damage and determine if it qualifies for a return.
4. Return Authorization: If your return is approved, you will receive a return authorization and instructions on how to proceed.
5. Return Shipping: You will be responsible for returning the damaged item to us. We recommend using a trackable shipping service to ensure its safe return.
6. Refund or Replacement: Once we receive the damaged item, we will inspect it and process your refund or send a replacement, depending on your preference and our available inventory.