At Hongos, we take pride in offering high-quality, premium mushroom-based products designed to support your health and wellness journey. Your satisfaction is our priority, and we strive to make every experience with us a positive one.
This Refund & Replacement Policy explains when refunds, exchanges, and replacements may be available.
1. Eligibility for Refunds
We do not issue refunds for products that have been opened, unsealed, or used due to health and safety reasons. However, refunds are available in the following cases:
The product arrives damaged, defective, or incorrect.
You contact our support team within 30 days of delivery.
The product remains unopened and in its original packaging.
Note: Refunds will only be processed to the original payment method used.
2. Faulty or Damaged Products
If you receive a product that is damaged or defective, please contact us within 7 days of delivery with:
Your order number
Photos or videos showing the issue
Once verified, we’ll offer you one of the following options:
A full refund
A free replacement shipped at no cost
A store credit for future purchases
3. Order Cancellations
You may cancel your order within 2 hours of placing it by emailing us at support@hongos.com.
After 2 hours, your order may already be processed and shipped, and we cannot guarantee cancellation.
4. Free Replacement Policy
We offer free replacementsonly if:
You purchased insured shipping at checkout, and
You provide valid proof of damage, defect, or loss.
If insured shipping is not selected, we cannot guarantee replacements for items lost or damaged during transit.
5. Customs & International Orders
For international shipments:
Hongos is not responsible for customs delays, duties, or seized products.
If customs opens, inspects, or removes seals from your package, we cannot issue a refund but may offer a replacement if insured shipping was selected.