Refund and Dispute Policy
Thank you for your purchase. We want you to be happy with your product. Please read our policy carefully regarding refunds and disputes.
No Returns Except for Faulty Items
We do not accept returns or provide refunds for any reason other than a product being faulty. We encourage you to carefully review product descriptions and choose your items thoughtfully before making a purchase.
Faulty Items
A faulty item is defined as a product that is damaged, defective, or not working as intended upon arrival.
Refund Process for Faulty Items
If you receive a faulty item, please follow these steps:
Contact Us Promptly: You must contact us within 5 working days of receiving your faulty item to initiate the refund process. Please email us at info@hoshanosdirect.co.uk or use our contact form on the website.
Provide Proof: To help us assess the issue, please include the following information in your email:
Your order number.
A clear description of the fault.
Photographs or a video demonstrating the fault (if applicable).
Assessment: Once we receive your notification and evidence, we will review your claim. We may ask for additional information or for you to return the faulty item to us for further inspection at our expense.
Refund Approval: If your claim for a faulty item is approved, we will process your refund. Refunds will be issued to your original method of payment. Please allow 5 business days for the refund to appear in your account, depending on your bank or payment provider.