Return & Refund Policy

HARZHI Direct wants you to understand your options before ordering. Contact HARZHI-direct@outlook.com for returns, exchanges, refunds or warranty assistance.

7-day return request window

You may request a return within 7 calendar days after you receive your order. Email us within that period with your order number, product/model, reason for return and, for damage, defects or an incorrect item, photos or video showing the issue. This is the deadline to request a return, not a requirement for the returned parcel to arrive within 7 days.

Return approval and condition

Contact us before sending anything back. We will provide return instructions and the appropriate return address. Do not return goods to an address printed on the original shipping label unless we confirm it. For a non-quality return, keep the product unused, complete and in resaleable condition, with its accessories and protective packaging. A defective or incorrectly supplied product may be opened or reasonably tested without losing your right to seek a remedy.

Products made to your specifications or clearly personalized are not eligible for change-of-mind returns, except where applicable law requires otherwise. This does not exclude remedies for defects, damage or an incorrect supply. Please contact us before ordering a customized item if you are unsure.

Who pays return shipping?

• Quality problem or incorrect item: HARZHI Direct pays the necessary return shipping. We will arrange the shipping method or agree the necessary cost with you.
• Non-quality reason, such as a change of mind or an incorrectly selected model: the customer pays return shipping. Use suitable protective packaging and a trackable service.

For an accepted non-quality return, separately paid original shipping charges are normally not refundable, except where applicable law requires a refund. For a confirmed defective or incorrectly supplied item returned for a refund, we refund the item price and applicable original shipping charges. We do not deduct an invented shipping charge from an order that qualified for free shipping.

Inspection, refunds and exchanges

We will notify you after the return is received and inspected. Approved refunds are issued to the original payment method within 10 business days after approval, or sooner where required by law. Your payment provider may need additional time to display the credit. Contact us if the refund has not appeared after that period. For an exchange, contact us so we can agree an appropriate replacement or arrange a return and new order.

Damage, faults and warranty claims

Please inspect your delivery and report visible damage, missing parts or an incorrect item promptly. Keep the packaging and photos where practical. Reporting a defect after the ordinary 7-day return window does not end your 3-year limited warranty or any statutory rights. We will troubleshoot the issue and arrange the applicable repair, replacement or refund remedy.

European Union and other mandatory consumer rights

For eligible consumer distance purchases delivered to the European Union, you generally have 14 days after receipt to notify us of withdrawal, without giving a reason, subject to applicable legal exceptions such as clearly personalized goods. Notify us by email and return the goods within 14 days after notifying us. You may inspect the goods as you would in a shop; any lawful deduction for diminished value is limited to handling beyond what is necessary to establish their nature, characteristics and functioning.

For a valid statutory withdrawal, we reimburse the purchase price and the standard outbound delivery charge within 14 days after notice. We may withhold reimbursement until we receive the goods or evidence of return, whichever occurs first. Additional costs for an expressly selected premium delivery service are not included. You bear direct return shipping for a change of mind; HARZHI Direct pays necessary return shipping for defects or an incorrect supply. The ordinary 7-day policy does not reduce longer withdrawal periods, mandatory guarantees or other consumer remedies that apply in your jurisdiction.

Returns support: HARZHI Direct — HARZHI-direct@outlook.com