Refund Policy

Refund & Return Policy
Effective Date: 10/02/2025

1. Handmade Nature of Our Products
All of our creations are handmade in small batches with love and care. Because of this, slight imperfections, air bubbles, and color variations may naturally occur. These are not considered defects but part of what makes each piece unique. They do not affect the product’s use or quality.

2. Order Cancellations

  • You may cancel your order within 24 hours of purchase, as long as it hasn't shipped yet.
  • Email us at contact@houseofhemera.com to request a cancellation.
  • If eligible, a full refund will be issued to your original payment method.
  • Refunds may take 5–16 business days to appear depending on your credit card provider.

3. Returns
We offer a 14-day return window from the day you receive your order (exceptions may apply).
To be eligible:

  • Items must be unused, in original packaging, and in resellable condition.
  • Return shipping and packaging materials are the customer's responsibility.
  • A tracking number is required for all returns.
  • Returns must be pre-approved before being shipped. Please email contact@houseofhemera.com with your order number and reason for return.

Once we receive and inspect your return, a refund will be issued to your original payment method. You will receive a confirmation email once it's processed.

Not eligible for return:

  • Sale or promotional items
  • Limited Edition products
  • DIY Kits
  • Tealight sample sets
  • Shipping fees

4. Damages & Issues

  • Inspect your order upon arrival and contact us within 48 hours if your item is damaged, defective, or incorrect.
  • Email a description and clear photos of the issue to contact@houseofhemera.com.
  • Slight imperfections or color differences due to the handmade nature of our products are not considered defects.
  • We are not responsible for damage caused by items left outside in extreme temperatures.

5. Lost or Stolen Parcels

  • We are not responsible for packages once marked as “delivered” by the carrier.
  • If your tracking says “delivered” but you didn’t receive it, contact us within 15 days of the delivery date.
  • You must have selected a tracked shipping option to qualify for an insurance claim.
  • No refunds or replacements are offered for:

- Unclaimed parcels due to unpaid customs fees

- Packages marked “delivered” but not received

6. Parcels Returned to Sender

  • We do not issue refunds for packages returned due to:

    - Refused customs fees

    - Incorrect/incomplete addresses

    - Missed deliveries
  • Customers must cover the cost of re-shipping for parcels returned to us.
  • If postal fees are required upon return, we will not pay or accept the parcel.

7. International Orders
Our return, damage, and lost parcel policies currently apply only to orders shipped within North America. We are unable to offer returns on international orders at this time.

8. Contact Us
We’re here to help! Email contact@houseofhemera.com with any questions or concerns, and we’ll get back to you within 2–3 business days.

Thank you for supporting handmade, small-batch creations 💛