What is your returns policy and process?
Customer satisfaction is paramount for The Hour Glass and we endeavor to ensure you are satisfied with your order. You may return your order to us for a refund of the original amount paid to us, if the product is found with manufacturing defect(s) upon your receipt, and if the product meets our quality assessment when received by us. We shall determine the merits of any returns at our sole discretion.
To return an item, please send an email to firstname.lastname@example.org and indicate your order number. A Customer Service representative will get in touch with you and send a Return Request Form for your completion. If the returns fulfill our assessment criteria, you will then be provided with an authorisation number.
To apply for a refund, please initiate a request for an authorisation number within 7 days of receiving the order and ship the product to us within 3 days of the authorisation number being issued. Products must be returned with the original invoice shipped together with the product(s). The product(s) are to be in an unused state and in brand-new condition, with all original shipping and product packaging, protective materials, and tags in place.
The Hour Glass will not accept any returns if the product shows signs of wear, or has been used or altered from its original condition in any way, or if the 7-day returns authorisation window or the 3-day shipping window has passed.
If your order is found to have manufacturing defect(s) through our quality assessment, we shall return the amount paid by you in full through the same debit or credit card you had used to pay. Alternatively, we may ship a new replacement product. In both cases, the cost of the returns shipping will be borne by us. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
If your returns do not meet our quality assessment, we shall ship the same product(s) which you have returned, back to the same shipping address as your original order. We will also send you an invoice for the returns shipping fee.