Refund policy

Return & Refund Policy
Thank you for shopping with us! We want to ensure you have the best possible experience. Please review our simple policy regarding returns, refunds, and replacements below.

1. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or if you received the wrong product, we will correct it immediately! 
  • Timeframe: You must report the issue within 7 days of receiving your item.
  • What to do: Contact our support team at support@houseofhg.com with your order number and photo/video evidence of the defect or damage.
  • Resolution: Once verified and approved, we will send you a brand-new replacement item or issue a full refund to your original payment method.

2. Lost or Delayed Shipments
We closely monitor all shipments to help ensure timely delivery. If your package is significantly delayed in transit (more than 30 days) or appears to be lost, please contact us at support@houseofhg.com. Our team will be happy to review the situation and work with you to find an appropriate resolution.

 

3. Items Not received but Tracking Shows Delivered

  • If the package was not received but the tracking shows delivered, a non-delivery certification from the carrier/postal authority is required. 

4. Changed Your Mind? 
  • We want you to feel confident shopping with us. If your product isn't quite what you expected, you may request a return within 7 days of delivery. Item must be unused and in its original packaging. Return shipping is paid by the customer. There are never restocking fees. To start a return, please reach out to us at support@houseofhg.com within 7 of delivery. We will be happy to guide you through the next steps.

5. Order Cancellations
  • Orders can be canceled for a full refund only if they have not yet been processed or shipped.
  • Once an order enters fulfillment, we cannot halt the shipment, and the order can no longer be canceled.