Last updated: April 19, 2025
Thank you for shopping with Hempy Natural, a brand of Omega Online Sales LLC. We strive to ensure your complete satisfaction with every purchase. If for any reason you are not entirely satisfied, our Refund and Return Policy explains how to return a product and how we process refunds.
1. Scope & Applicability
This policy applies exclusively to purchases made through our website at https://www.hempynatural.com (the “Site”). It governs all regular, unopened, and unused Products, as well as damaged or defective items received by our customers.
2. Eligibility for Returns
To be eligible for a return, please ensure that:
- Product Condition: The item is in its original packaging, unopened, unused, and in the same condition that you received it.
- Timeframe: You initiate the return within 14 calendar days of the delivery date.
- Proof of Purchase: You provide a valid order number or receipt.
Non‑returnable items: For hygiene and safety reasons, certain Products—such as opened tinctures, edibles once the seal is broken, or customized/personalized items—cannot be returned unless defective or damaged upon arrival.
3. Initiating a Return
- Contact Customer Support: Email us at web@hempynatural.com with the subject line “Return Request – [Your Order #].”
- Provide Details: In your message, include:
- Order number
- Product name(s) and quantity
- Reason for return
- Photo evidence if the Product is damaged or defective
- Receive Authorization: We will reply within 1–2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions on how to ship your return.
4. Return Shipping
- Prepaid Labels: For defective, damaged, or incorrect items, we will provide a prepaid shipping label at no cost to you.
- Customer‑Paid Returns: If you are returning a Product simply because you changed your mind, you may use your preferred carrier. In this case, return shipping costs are your responsibility.
- Packaging: Please pack items securely to prevent damage during transit. Include the RMA number clearly on the outside of the package.
5. Refund Processing
- Inspection: Once we receive your return, our Quality Control team will inspect the item(s) to confirm eligibility.
- Approval or Rejection: We will notify you by email of the approval or rejection of your refund within 3 business days.
- Issuing Refunds: If approved, refunds will be processed to your original payment method within 5–7 business days. Please note that it may take additional time for your bank or credit card company to post the refund to your account.
- Partial Refunds: In certain situations (e.g., items not in original condition, missing parts, or excessive use), we may grant only partial refunds at our discretion.
6. Exchanges
We do not directly exchange items via return shipment. Instead, please place a new order for the Product you want. Once your original item is received and approved under our return policy, we will issue a refund. Consequently, you receive the replacement faster and avoid processing delays.
7. Defective or Damaged Items
If you receive a defective or damaged Product, please follow the return process outlined in Section 3, and indicate “Defective/Damaged” as your reason. We will:
- Send a prepaid return label.
- Provide either a replacement Product (subject to availability) or a full refund, including shipping charges.
8. Late or Missing Refunds
- Check Your Account: First check your bank or credit card account for the refund.
- Contact Payment Provider: Sometimes refunds take additional processing time.
- Still No Refund?: If you haven’t received your refund after 10 business days from our approval email, contact us at web@hempynatural.com or +1 (214) 600 7042 with your order details.
9. Cancellations
- Order Cancellation Window: You may cancel an order within 1 hour of placement by emailing web@hempynatural.com.
- After Processing: Once your order has been processed or shipped, it cannot be canceled; you must follow the return procedure after delivery.
10. International Returns
For customers outside the United States:
- Customs & Duties: You remain responsible for any import duties, customs fees, or taxes incurred.
- Return Shipping: Unless the item is defective or an error on our part, you will pay for return shipping.
- Processing: International returns may take longer to process due to customs clearance.
11. Changes to This Policy
We reserve the right to modify this Refund and Return Policy at any time. Any changes will become effective upon posting to the Site, and the “Last updated” date will be revised accordingly. Your continued use of the Site after changes are posted constitutes acceptance of the updated policy.
12. Contact Us
If you have any questions or concerns about our Refund and Return Policy, please get in touch:
Omega Online Sales LLC
Attn: Customer Support
8735 Dunwoody Place #7666
Atlanta, GA 30350, USA
Phone: +1 (214) 600 7042
Email: web@hempynatural.com
We appreciate your business and will do our utmost to resolve any issues swiftly and fairly. Thank you for choosing Hempy Natural!
