Refund policy
We stand behind our products. If something arrives damaged, defective, or incorrect, we’ll make it right.
What’s Covered
If your order arrives misprinted, damaged, or defective, or if a package is lost in transit, contact us within the timeframes below and include photos when applicable.
- Damaged/Defective/Misprinted: within 30 days of delivery
- Lost in transit: within 30 days after the estimated delivery date
If approved, we’ll replace the item or refund the original payment method (or issue store credit). Approved replacements typically ship within 3 business days.
How to Start a Claim
Email support@hpluslab.com with:
- Order number
- Brief description of the issue
Clear photos of the product, packaging, and shipping label (if damaged/incorrect)
Not Covered (Exemptions)
- Wrong or insufficient address provided by the customer (reship available once address is updated; reship costs apply)
- Unclaimed deliveries returned to the warehouse
- Buyer’s remorse (preference changes)
- Customs rejection or unpaid duties/taxes
- Orders already prepared for fulfillment (“Accepted” status)
- Product discontinued or long out-of-stock (no compensation for ads/content costs)
- FedEx abandoned/destroyed shipments due to customer unavailability or unpaid import fees
Late or Missing Refunds
If you were approved for a refund but haven’t seen it:
- Check your account in case store credit was issued.
- Check with your bank or card provider (posting can take a few days).
- If still missing, email support@hpluslab.com.