Refund policy

At H & Y TRADING PTY LTD, operating via t0dc1u-0q.myshopify.com, we are dedicated to crafting an elevated personal care experience. We take supreme pride in the formulation and quality of our hair care and body care products, including our revitalizing shampoos, deeply nourishing conditioners, and refreshing body washes. If for any reason you are not thoroughly satisfied with your purchase, our Return and Refund Policy details your rights and the procedures required to process a return or exchange.

1.1 Return Window & Eligibility Criteria

We offer a 30-day return window, which commences from the date your package is delivered to your designated shipping address as verified by courier tracking data. To qualify for a return and refund, the item must comply strictly with hygiene and safety standards applicable to personal care products:

  • Hygiene & Safety Seal: Due to health, hygiene, and consumer protection safety standards governing bath and body products, liquids (shampoos, conditioners, and body washes) must remain unspent, unopened, unused, and in their original, pristine condition with all factory seals intact.

  • Original Packaging: Products must be returned in their original consumer packaging, including boxes, internal safety plugs, lids, and intact labels.

  • Proof of Purchase: Every return must be accompanied by an official receipt, order number, or valid proof of purchase issued directly by t0dc1u-0q.myshopify.com.

1.2 Initiating a Return

To initiate a return, please follow our standard authorization process. Do not send items back without prior communication, as unauthorized returns will not be accepted or processed:

  1. Contact our dedicated Customer Support team via email at [email protected].

  2. Provide your full name, order reference number, clear details of the item(s) you wish to return, and the rationale for the return. If the product arrived damaged or defective, please attach clear photos or videos documenting the issue.

  3. Our customer service representative, Sharon Kent, will review your submission within 1 to 2 business days and provide a Return Merchandise Authorization (RMA) number along with detailed return mailing instructions.

1.3 Return Address & Shipping Responsibility

All authorized returns must be securely dispatched to our designated logistics center:

H & Y TRADING PTY LTD — Returns Department

Attention: Sharon Kent

Address: 124 Kendall Blvd

Email: [email protected]

Unless the return is a direct result of our error (such as sending an incorrect item, or a product that arrived damaged/defective), the customer shall be solely responsible for paying all return shipping costs. Shipping fees are non-refundable. We strongly recommend utilizing a trackable shipping service or purchasing shipping insurance for return shipments valued above $50.00 USD, as we cannot guarantee receipt of un-tracked packages.

1.4 Inspection & Refund Processing

Upon receipt of your returned package at 124 Kendall Blvd, our warehouse team will inspect the item to verify seal integrity and overall product condition. We will send an email notification confirming receipt and informing you whether the refund has been approved or rejected based on compliance with this policy.

If approved, your refund will be processed immediately. The full purchase price (excluding original shipping costs) will automatically be credited back to your original method of payment within 5 to 10 business days, depending on your financial institution's processing speeds.

1.5 Exchanges, Damaged Items & Exceptions

  • Damaged or Faulty Goods: Please inspect your order immediately upon receipt. If your shampoo, conditioner, or body wash bottle has leaked, cracked, or sustained damage during transit, contact us at [email protected] within 48 hours of delivery with photographic evidence. We will promptly issue a replacement or full refund at no extra cost to you.

  • Non-Returnable Items: Promotional gift cards, clearance sale items explicitly marked as "Final Sale", or products with broken safety seals cannot be returned.