Refund policy

Return and refund policy

At Hemprug.com, a brand of Arconiz LLC, we are committed to ensuring your satisfaction with every purchase. If, for any reason, you are not completely satisfied with your order, we offer a hassle-free return and exchange process.

Eligibility and Time Frame
Returns and Exchanges: You can return or exchange items within 30 days of your purchase. To qualify, items must be unused, in their original condition, with tags attached, and in the original packaging. You'll also need the receipt or proof of purchase.

Condition of Products
Inspection: Returned products must be in the same condition that you received them—unworn or unused, with tags, and in their original packaging. Upon receiving your return, we will inspect the item to ensure it meets the return eligibility criteria. Items sent back to us without first requesting a return will not be accepted.
Damages and Issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Process for Returns
Initiating a Return: To start a return, please contact us at support@hemprug.com. Please note that returns will need to be sent to the following address: Arconiz LLC, 7925 Dunbrook Rd, Suite D, San Diego, 92126, California. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Return Center: Alternatively, you may be able to start the return process through a return center on our website, if available.

Shipping and Handling Fees
Customer Responsibility: Customers are responsible for return shipping fees unless the return is due to a defect or error on our part. We recommend using a trackable shipping method to ensure that your return is received safely.
Non-Refundable Costs: Please note that original shipping costs are non-refundable.

Refund and Exchange Conditions
Refunds: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded to your original payment method within 7-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at info@arconiz.com

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Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Exchanges are subject to stock availability. If the requested item for exchange is not available, a refund will be processed instead.
Exclusions and Non-Returnable Items
Non-Returnable Items: Certain items cannot be returned, including:

Items that are marked as final sale or non-returnable.
Items that have been used, altered, or washed.
Custom or special order items (if offered).
Gift cards (if offered).
Furniture and Large Item Returns

Large Items: For large items such as rugs (if sold on Hemprug.com), please contact us at support@hemprug.com to initiate the return. These items may have specific return instructions and could be subject to a restocking fee.
Restocking Fees: Large items and custom orders (if applicable) may be subject to a restocking fee, which will be communicated at the time of return initiation.
Manufacturer Defects
Reporting Defects: If you receive an item with a manufacturer defect or an error in your order, please contact us immediately at support@hemprug.com. We will provide instructions on how to return the defective item and arrange for a replacement or refund.