Effective Date: August 20, 2024
At Mystic Hydration, we are committed to ensuring your satisfaction with our products. If you are not completely satisfied with your purchase, we offer a straightforward return and refund policy to help make things right.
Please read this policy carefully to understand the conditions and procedures for returns and refunds. By purchasing a product from MysticHydration.com, you agree to the terms outlined below.
1. Eligibility for Returns
You may request a return within 30 days of receiving your order, provided the following conditions are met:
- The product is unused, undamaged, and in its original packaging.
- The product is accompanied by the original receipt or proof of purchase.
- Products that are damaged due to misuse, negligence, or incorrect handling are not eligible for return.
We reserve the right to refuse returns that do not meet these conditions.
2. Initiating a Return
To initiate a return, please follow these steps:
- Contact Us: Email us at cbchristison@gmail.com with your order number, the product(s) you wish to return, and the reason for the return.
- Approval: We will review your request and, if it meets our return policy criteria, provide you with further instructions, including the return shipping address.
- Packaging: Pack the product securely in its original packaging, including all components, manuals, and accessories. Ensure that the product is protected during transit to avoid any damage.
3. Return Shipping Costs
- Customer Responsibility: Unless the return is due to a fault on our part (such as receiving a damaged or incorrect product), you will be responsible for covering the return shipping costs.
- Faulty or Incorrect Items: If the return is due to a faulty or incorrect product, we will cover the cost of return shipping. Please contact us before returning any items to arrange for shipping labels or reimbursements.
4. Refund Process
Once we receive and inspect your returned item, we will notify you via email. We will process your refund based on the following criteria:
- Condition of the Product: The item must be unused, undamaged, and returned in its original packaging. We reserve the right to reject returns that do not meet these criteria.
- Processing Time: Refunds will be processed within 10 business days of receiving the returned product. Refunds will be issued to your original method of payment.
Refund Amount
- Full Refunds: If the product is returned in its original condition and packaging, we will issue a full refund for the purchase price (excluding original shipping costs, unless the return is due to our error).
- Partial Refunds: If the product is returned damaged or not in its original packaging, we may deduct a fee to cover restocking or repair costs. You will be notified of any deductions prior to issuing the refund.
5. Non-Returnable Items
The following items are not eligible for return:
- Products that have been used, damaged, or modified by the customer.
- Products returned outside the 30-day window.
- Products purchased at discounted prices during promotions or sales, unless the item is faulty or damaged upon receipt.
6. Exchanges
We do not offer direct exchanges. If you would like to exchange a product, please follow the return process to return the original item and then place a new order for the desired product.
7. Damaged or Defective Products
If you receive a damaged or defective product, please contact us within 7 days of receiving the item. To facilitate the process:
- Email us at cbchristison@gmail.com with your order number, a detailed description of the issue, and photos of the damaged or defective product.
- Replacement or Refund: We will either replace the product or offer a full refund (including shipping costs) depending on your preference and the availability of the product.
8. Late or Missing Refunds
If you have not received your refund after the stated processing time:
- Check your bank account or payment provider.
- Contact your credit card company or bank. It may take some time for the refund to post to your account.
- Contact Us: If you have followed these steps and still have not received your refund, please contact us at cbchristison@gmail.com for assistance.
9. Contact Information
For any questions or concerns regarding this Refunds and Returns Policy, please contact us:
Mystic Hydration
68 Merestyn St, Saldanha, 7395, South Africa
Email: cbchristison@gmail.com
By providing a clear and transparent Refunds and Returns Policy, Mystic Hydration aims to ensure a positive experience for our customers. Thank you for shopping with us at MysticHydration.com.