Refund policy
Return & Refund Policy
Due to the nature of our products, we are only able to offer refunds or replacements in the case of damaged, defective, or incorrect items received. Since our products are personalized skincare items (custom packaging and labeling) and personal care goods, they are not eligible for return due to change of mind, once the seal has been opened, for hygiene and safety reasons.
Damages and issues
Please inspect your order upon reception and contact us within 48 hours at Info@henzy.store if the item is defective, damaged, or if you receive the wrong item. Please include your order number and photos of the issue so we can evaluate it quickly and make it right. We aim to respond within 7 business days.
Non-returnable items
Because of the personalized nature of our packaging and for hygiene reasons, we cannot accept returns for:
- Opened or used personal care/beauty products
- Custom-labeled or personalized items
- Sale items or gift cards
European Union & UK 14-day cooling-off period
If your order is shipped into the EU or UK, you have the legal right to cancel your order within 14 days of receipt, without giving a reason. To exercise this right, the product must be unopened, unused, and with its original seal intact — in line with EU consumer protection rules on sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Once a seal has been broken, this right no longer applies.
Refunds
Once we receive and inspect your claim (photos/evidence for damage claims), we'll notify you of the outcome. If approved, refunds are issued to your original payment method within 10 business days. Bank/card processing times may vary. If more than 15 business days have passed since approval, contact us at Info@henzy.store.