At HMH Trends, we are committed to providing quality products and excellent customer service. Please read our Return, Replacement & Refund Policy carefully before placing an order.
1. Eligibility for Claims
If you receive a product that is:
- Damaged during delivery
- Defective or not functioning properly
- Incorrect (wrong product, size, or color)
you may request a replacement within 24 hours of receiving your order.
2. Required Evidence
To process your claim, you must provide the following:
- An uncut parcel opening video recorded from the moment the package is opened.
- Clear photos of the damaged, defective, or incorrect product.
- A clear photo of the shipping label (address label) on the parcel.
- Your order number.
Claims submitted without the required evidence may not be approved.
3. Replacement Policy
Once your claim has been verified and approved, we will arrange a free replacement for the eligible product.
Replacement requests are subject to verification by our quality team.
4. Refund Policy
We do not offer refunds for change of mind, incorrect ordering, personal preference, or any issue that is not covered under this policy.
If your claim is approved, we will first provide a replacement product.
If the replacement product is unavailable, permanently out of stock, or cannot be supplied, a full refund will be issued instead.
Refunds will be processed through Bank Transfer, JazzCash, or Easypaisa within 3–7 working days after claim approval.
5. Claims That Cannot Be Accepted
We cannot approve claims in the following situations:
- The claim is submitted more than 24 hours after delivery.
- The parcel opening video is missing, edited, or incomplete.
- The product has been used, washed, altered, or intentionally damaged.
- The required photos or shipping label are not provided.
- The damage occurred after the product was received due to customer handling.
- The customer simply changes their mind or no longer wants the product.
6. Return Shipping
For approved damaged, defective, or incorrect product claims, we will provide instructions for the return process (if required) and arrange the replacement.
Please do not return any product without first contacting our customer support team.
7. Cancellation Policy
Orders can only be cancelled before dispatch.
Once an order has been shipped, it cannot be cancelled.
8. Contact Us
If you need assistance or wish to submit a claim, please contact our customer support within 24 hours of delivery and include all required evidence.
We appreciate your trust in HMH Trends and will always do our best to resolve genuine issues quickly and fairly.
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