Refund and Returns Policy

1. Return Period

Customers may request a return within 30 days from the date the order is delivered. The delivery date shown by the applicable shipping carrier will normally be used to determine the start of the return period.

To begin a return, please contact us at [email protected] within the 30-day return period and provide your order number, the item you wish to return, and the reason for the return.

Returns requested after the 30-day period may not be accepted unless otherwise required by applicable law. Customers should not send a return before contacting us and receiving the appropriate return instructions.

2. Return Eligibility for Home Textile Products

To qualify for a standard return, home textile products must remain in a condition suitable for resale. Customers may carefully inspect the product after delivery to review its color, texture, size, material, appearance, and general suitability for their home.

Products should remain unused, unwashed, unaltered, and undamaged. Returned textiles should not show signs of prolonged use, washing, drying, ironing, cutting, sewing, modification, stains, odors, pet hair, makeup, food residue, detergent, fabric softener, smoke, excessive handling, or other conditions that would prevent the product from being resold.

Original packaging, labels, tags, protective materials, inserts, and accessories should be included with the return where applicable. Removing packaging for reasonable inspection does not by itself make a product ineligible for return, provided the product otherwise remains in acceptable return condition.

3. How to Request a Return

To request a return, contact us at [email protected] and include your order number and the product you wish to return. If there is a problem with the item, please also provide a brief description and relevant photographs where appropriate.

After the return request has been reviewed, we will provide the applicable return instructions. The returned parcel should be packaged securely to help protect the textile product from moisture, dirt, compression damage, tearing, or other damage during return transportation.

Customers should retain the return shipping receipt and tracking information until the return has been completed. These records may be used to confirm that the parcel was sent and to assist with any shipping inquiry.

4. Return Shipping Costs

For standard returns based on personal preference, size preference, color preference, change of mind, or other reasons not caused by an error on our part, the customer is responsible for the cost of return shipping.

Original shipping charges are generally not refundable unless the return results from an incorrect item, verified product defect, shipping damage, or another issue for which HORMELIS, LLC is responsible.

If we confirm that the wrong product was sent or that an eligible product arrived damaged or defective, we will review the appropriate return or refund solution based on the circumstances of the order.

5. Damaged, Defective or Incorrect Items

If an item arrives damaged, defective, materially different from the item ordered, or affected by shipping damage, please contact us at [email protected] within 48 hours of delivery.

Please provide the order number together with clear photographs showing the affected product, the outer shipping package, shipping label, and internal packaging where relevant. Customers should retain the original packaging until the issue has been reviewed.

This information allows us to verify the condition of the shipment, review the order history, and communicate with the applicable logistics provider where necessary.

Depending on the circumstances and the available evidence, an eligible issue may be resolved through a refund, replacement, or another appropriate solution.

6. Return Inspection and Approval

After a returned product is received, we will inspect it to confirm that it meets the return conditions described in this policy.

The inspection may include reviewing the product condition, packaging, labels, signs of washing or use, stains, odors, damage, alteration, missing components, and other factors relevant to determining whether the textile product remains suitable for resale.

If the return is approved, we will notify the customer and begin the refund process. If a returned product does not meet the applicable return conditions, we may contact the customer with information regarding the inspection result and available options, subject to applicable law.

Order records, shipping records, carrier tracking, customer communications, product photographs, return tracking, and inspection records may be retained where appropriate to document the transaction and help address payment inquiries or disputes.

7. Refund Processing

Approved refunds will be returned to the original payment method used for the purchase. Refunds are processed in Euros (EUR), consistent with the currency used for transactions on hormelis.com.

Once a return has been received, inspected, and approved, the approved refund will be issued within 7 business days. Refunds will be sent through the same payment channel originally used for the transaction, including supported payments processed through Stripe or PayPal.

After we submit a refund, the exact time at which the funds become visible in the customer's account may depend on the customer's bank, card issuer, PayPal, or other payment provider. We do not issue approved refunds to a different card, bank account, or payment method unless required by applicable law or payment-provider procedures.

Where currency conversion was involved in the original transaction, the amount ultimately shown in another currency may vary because of exchange-rate changes or fees applied by the customer's payment provider.

8. Payment Disputes, Refund Questions and Policy Contact

If you believe there is a problem with an order, return, refund, or payment, please contact us at [email protected] so that we can review the matter using the relevant order and transaction records.

Where possible, customers are encouraged to contact us before initiating a payment dispute or chargeback. This gives us an opportunity to review the order, shipping status, delivery confirmation, return request, product condition, refund status, and other relevant information directly.

For payment inquiries or disputes processed through Stripe, PayPal, a card issuer, or another financial institution, HORMELIS, LLC may provide available transaction records, order confirmations, shipping and delivery records, customer communications, return records, photographs, refund confirmations, and other relevant documentation to the payment provider as part of the review process.

For additional information regarding payment processing, please review our Payment Policy. For shipping, tracking, delivery, and customs information, please review our Shipping Policy.

If you have questions about this Refund and Returns Policy or need assistance with a return, please contact HORMELIS, LLC at [email protected].