Refund & Replacement Policy

Effective date: August 18, 2026

This policy explains when a refund, replacement, missing component, partial refund, or another resolution may be considered by H & R Goods.

Damaged, defective, incorrect, or incomplete orders

Contact us within 30 calendar days after delivery. Keep the item and all original packaging. Include your order number and clear photos or video showing the item, the issue, the shipping label, and the outer packaging.

After the available evidence and order information are reviewed, a resolution may include a replacement, refund, partial refund, missing component, or another appropriate outcome. A physical return is not required unless we provide written return instructions.

Delayed or non-delivered orders

Contact us when available tracking indicates a material delay or possible non-delivery. We will review the available order and carrier information before determining whether a replacement, refund, or another action is appropriate.

Problems caused by an incorrect or incomplete customer-provided address, delivery refusal, an unclaimed parcel, or carrier restrictions may affect the available resolution.

Tracking says delivered, but the parcel is missing

Check the delivery area, mailbox, parcel locker, household members, neighbours, building management, and carrier details. Contact the carrier when possible, then notify us promptly if the package still cannot be located. Additional evidence may be requested.

Change-of-mind requests

Refunds are not available because of a change of mind, accidental purchase, personal preference, or an item no longer being wanted, unless the product page expressly provides otherwise or applicable law requires otherwise. See our Returns & Exchanges Policy.

Refund method and timing

An approved refund is submitted to the original payment method. The payment provider or financial institution controls when the funds appear in the account. Currency conversion differences, exchange-rate changes, and financial-institution fees are outside our control.

When a request may be declined

The request is submitted outside the applicable reporting period
Reasonably requested photos, video, packaging, shipping-label, carrier, or address evidence is not provided
The item was damaged after delivery through misuse, alteration, improper storage, or ordinary wear
The delivery problem resulted from an incorrect or incomplete address entered at checkout
The parcel was refused, abandoned, or left unclaimed
The request is fraudulent, abusive, or materially inconsistent with available order or tracking records