Returns, Refunds & Exchanges Policy

At hpkgty, we aim to provide a reliable and transparent shopping experience. We understand that customers may occasionally need to return an item, request a refund, or seek assistance with an order.

This policy explains how we handle returns, exchanges, refunds, cancellations, and products that arrive damaged, defective, or incorrect.

Our procedures are designed to respect applicable consumer protection legislation, including the mandatory rights available to eligible customers in the European Union.

Nothing in this policy excludes or restricts consumer rights that cannot legally be waived.

1. Eligibility for Returns and Right of Withdrawal

Customers purchasing products as consumers within the European Union generally have a legal right to withdraw from an eligible distance purchase within 14 calendar days without providing a reason.

The withdrawal period begins on the day you, or a third party nominated by you other than the delivery carrier, physically receives the goods.

For orders delivered in multiple shipments, the withdrawal period generally begins when the final item is received.

To exercise your right of withdrawal, you must inform us of your decision before the applicable 14-day period expires.

You can submit your withdrawal notice by contacting:

Email: jarmanbagaala795@gmail.com

Please include your order number, the items concerned, and a clear statement that you wish to withdraw from your purchase.

You do not need to provide a reason for exercising your statutory withdrawal right.

Certain products may be excluded from the right of withdrawal where an exception is permitted by applicable law. Any relevant exceptions will be applied only where legally justified.

2. Product Condition and Return Requirements

Customers may examine purchased goods to determine their characteristics, condition, and functionality, in the same way they would reasonably be permitted to inspect them in a physical retail store.

When preparing an item for return, we recommend:

• Using suitable protective packaging to prevent damage during transportation.

• Including any accessories, components, instructions, and documentation originally supplied.

• Keeping the product reasonably clean and protected.

• Retaining proof of shipment until the return has been completed.

Original packaging is recommended where available but is not automatically required for the exercise of statutory withdrawal rights.

If an item has been handled beyond what is necessary to establish its nature, characteristics, and functioning, the customer may be responsible for any resulting reduction in value, as permitted by applicable law.

These requirements do not affect statutory remedies for defective or nonconforming goods.

3. Return Shipping Fees and Responsibilities

We aim to make return shipping responsibilities clear before customers send products back.

Returns for Change of Mind

For eligible returns made because a customer has changed their mind or no longer wishes to keep an item, the customer is responsible for the direct cost of return shipping, unless applicable law requires otherwise.

The amount charged by the shipping provider may depend on the parcel's dimensions, weight, shipping service, and return destination.

We do not impose an additional return handling or restocking fee for exercising the statutory right of withdrawal.

Defective, Damaged, or Incorrect Items

If an item is defective, damaged upon delivery, incorrectly supplied, or otherwise fails to conform to the purchase agreement, we will provide an appropriate remedy in accordance with applicable consumer protection laws.

Where we are legally responsible for the issue, customers will not be required to bear return shipping costs necessary for the applicable remedy.

Please contact our customer service team before arranging a return so that we can provide the appropriate instructions.

Important: We will not require customers to pay return shipping charges that applicable law obliges us to cover.

4. Damaged, Defective, or Incorrect Orders

We take product quality and order accuracy seriously.

If your order arrives damaged, contains the wrong product, is missing an item, or does not match the agreed product description, please notify us as soon as reasonably possible.

When contacting us, please provide:

• Your order number.

• The name associated with the purchase.

• The affected product and a description of the issue.

• Photographs or videos, if reasonably available and relevant.

• Your preferred contact email.

We will review the information provided and determine the appropriate next steps.

Depending on the circumstances and applicable law, available remedies may include repair, replacement, a price reduction, or a refund.

We may request additional information where reasonably necessary to assess the issue, but we will not impose evidence requirements that unlawfully restrict your consumer rights.

For consumers covered by EU legislation, statutory protections relating to defective or nonconforming goods remain available independently of the withdrawal period.

5. Refund Amounts and Processing Time

Where a customer validly exercises the statutory right of withdrawal, we will reimburse the payments received for the relevant purchase, including standard outbound delivery costs where required by law.

Additional charges resulting from the customer's selection of a delivery method more expensive than our least expensive standard delivery option are generally not refundable.

Refund Timeframe

For a valid statutory withdrawal, refunds will be issued without undue delay and no later than 14 calendar days after we are informed of your withdrawal decision, subject to the lawful withholding rules described below.

For sales of goods, we may withhold reimbursement until we receive the returned products or until you provide evidence that the products have been sent back, whichever occurs first, where permitted by law.

Refunds will normally be issued to the original payment method used at checkout, unless another method has been expressly agreed and does not result in additional charges to the customer.

Once the refund has been initiated, the time required for the funds to appear in your account may depend on your bank or payment provider.

For refunds relating to defective or nonconforming products, the applicable statutory remedy and processing requirements will govern.

6. How to Request a Return or Refund

We have established a straightforward procedure to help customers submit and complete return requests.

Step 1 — Submit Your Request

Contact our support team at:

jarmanbagaala795@gmail.com

Include your order number, the product you wish to return, and whether your request concerns withdrawal, a defect, an incorrect item, or another issue.

For statutory withdrawal, a clear statement of your decision to withdraw is sufficient.

Step 2 — Receive Return Instructions

Our customer service team will review your message and provide the information needed to proceed.

Where a physical return is required, we will communicate the applicable return address and shipping instructions by email.

Please contact us for the correct return destination before dispatching your parcel.

Do not assume that the business correspondence address or the original shipping address is the designated return facility.

Step 3 — Prepare and Dispatch the Return

For returns made under the statutory right of withdrawal, goods must generally be sent back without undue delay and no later than 14 calendar days after you communicate your withdrawal decision.

The deadline is met if you dispatch the goods before the 14-day return period expires.

Package the products securely to help prevent shipping damage.

We recommend using a tracked shipping service and keeping your shipping receipt.

Step 4 — Return Verification

Once the returned goods arrive, we may inspect their condition and verify the contents of the parcel.

Any assessment of product condition will be carried out consistently with applicable consumer rights.

Step 5 — Refund or Other Resolution

We will complete the applicable refund or provide another legally appropriate remedy according to the circumstances of your request.

Any return inspection or administrative procedure will not extend the statutory refund deadline beyond what applicable law permits.

7. Exchanges and Replacements

If you would like to exchange a product for a different size, specification, or model, please contact us to discuss the available options.

Exchanges requested for personal preference are subject to product availability and our agreement.

Where an exchange is not available, you may exercise any applicable statutory withdrawal rights and place a separate order for the preferred item.

If an exchange or replacement is necessary because the original product is defective or does not conform to the contract, your statutory consumer rights will apply.

We will not charge customers for remedies that applicable law requires us to provide free of charge.

8. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Cancellation Contact: jarmanbagaala795@gmail.com

We will review the order status and confirm whether shipment can be stopped.

If an order has already entered the shipping process, immediate cancellation may not be operationally possible.

However, this does not remove any statutory withdrawal rights that may apply after delivery.

Where an order is successfully canceled before dispatch and payment has already been collected, the applicable refund will be processed without undue delay.

9. Exceptions to the Right of Withdrawal

Certain categories of products may be exempt from the statutory right of withdrawal where applicable legislation expressly permits an exception.

Depending on the product and circumstances, examples may include:

• Goods made to the consumer's specifications or clearly personalized.

• Sealed goods that are unsuitable for return for health protection or hygiene reasons, once unsealed after delivery.

• Goods that, after delivery, become inseparably mixed with other items because of their nature.

These exceptions will apply only where the relevant legal conditions are satisfied.

An exception to the right of withdrawal does not automatically remove the customer's legal rights concerning defective, damaged, or nonconforming goods.

10. Statutory Consumer Guarantees

Customers may have additional legal rights where products are defective, fail to meet their description, or do not comply with the purchase agreement.

For eligible EU consumer purchases, goods are generally covered by a minimum two-year legal guarantee of conformity, subject to applicable national rules.

These statutory rights operate separately from the 14-day withdrawal period.

Where a product fails to conform to the contract, we will provide the remedies required under the applicable consumer protection legislation.

Nothing in this policy reduces the duration or scope of any mandatory legal guarantee.

11. Return Address and Customer Assistance

To ensure that returned products are directed to the appropriate receiving location, customers should obtain the applicable return address from our customer service team.

Return Address: Provided by customer service following a return request.

Customer Support Email: jarmanbagaala795@gmail.com

Please do not send returns to an unconfirmed address.

Requests to exercise statutory withdrawal rights may be submitted directly by email and do not depend on receiving prior approval.

We will provide return instructions without imposing unnecessary obstacles to the exercise of legal consumer rights.

12. Contact Information

If you have questions about your order, product condition, withdrawal rights, return shipping costs, or refund status, please contact us.

Brand: hpkgty

Customer Service Email: jarmanbagaala795@gmail.com

We aim to address customer inquiries clearly and assist with resolving eligible after-sales requests in accordance with applicable law.

13. Policy Updates

We may revise this policy when necessary to reflect changes in our operating procedures, customer service arrangements, or applicable legal requirements.

The latest version will be made available on our website.

Any revisions will not retroactively reduce mandatory consumer rights or alter existing contractual rights in a manner prohibited by law.

Your statutory consumer rights remain protected regardless of any changes to this policy.