Returns Policy
Welcome to the Hempire State Smoke Shop Returns Policy Page!
We understand that sometimes things don’t go as planned, and we want to make the return process as smooth and hassle-free as possible. Below you’ll find all the information you need about our return policy.
Return Eligibility
To be eligible for a return, your item must meet the following criteria:
- Condition: Items must be in their original, unused condition, with all original packaging and tags attached.
- Time Frame: Returns must be initiated within 30 days of the purchase date.
- Proof of Purchase: A valid proof of purchase, such as an order confirmation or receipt, is required to process your return.
Non-Returnable Items
Certain items are not eligible for return, including but not limited to:
- Opened or used products
- Perishable items
- Custom or personalized items
- Clearance or final sale items
How to Initiate a Return
If your item meets the return eligibility criteria, please follow these steps to initiate a return:
- Contact Support: Reach out to our support team via phone at 585-222-4367 or email at hempiregates@gmail.com to request a return authorization.
- Return Authorization: Once your return request is approved, you will receive a return authorization and instructions on how to ship your item back to us.
- Packaging: Securely package your item, including all original packaging and tags. Include the return authorization inside the package.
- Shipping: Ship the package to the address provided in the return authorization. We recommend using a trackable shipping service to ensure your return is received safely.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed as follows:
- Original Payment Method: Refunds will be issued to the original payment method used for the purchase. Please allow 5-7 business days for the refund to appear on your statement.
- Shipping Costs: Original shipping costs are non-refundable. If you received free shipping on your order, the cost of return shipping may be deducted from your refund.
Exchanges
If you need to exchange an item for a different size, color, or product, please follow the return process outlined above and place a new order for the desired item. We do not offer direct exchanges.
Damaged or Defective Items
If you receive a damaged or defective item, please contact our support team immediately. We will work with you to resolve the issue and provide a replacement or refund as needed. Please provide photos of the damaged or defective item to expedite the process.
Contact Us
If you have any questions or need further assistance with your return, please contact our support team:
- Phone: 585-222-4367
- Email: hempiregates@gmail.com
Thank you for choosing Hempire State Smoke Shop! We appreciate your business and are here to ensure your satisfaction with every purchase.