Refund and Return Policy

Our Commitment to Your Satisfaction

At HP Pro LLC, we are dedicated to providing high-quality pottery planters and gardening accessories that bring beauty, functionality, and joy to your indoor and outdoor spaces. Based in Sheridan, Wyoming, we take pride in offering products that are crafted with care and designed to meet the needs of gardeners and home décor enthusiasts across the United States and internationally. Our goal is to ensure that every purchase from our website, hpllc.shop, exceeds your expectations.

We understand that sometimes a product may not meet your needs or arrive in a condition that doesn’t meet our high standards. That’s why we’ve developed a clear, transparent, and customer-friendly Refund and Return Policy to make the process as seamless and stress-free as possible. Whether you’re seeking a refund, exchange, or replacement, our team is here to assist you every step of the way, ensuring your experience with HP Pro LLC is positive and rewarding.

This comprehensive Refund and Return Policy outlines the eligibility criteria, steps to initiate a return, refund processing details, and answers to common questions. We aim to provide clarity and confidence, so you can shop with peace of mind knowing that we stand behind our products and prioritize your satisfaction.

Overview of Our Refund and Return Policy

At HP Pro LLC, we offer a hassle-free return process for eligible products purchased through our website. Our policy is designed to be fair, straightforward, and aligned with industry best practices, ensuring that you have a positive experience even if you need to return or exchange an item. Below is a summary of the key points of our policy:

  • Return Window: Most products are eligible for return within 30 days of delivery, provided they meet our return conditions.

  • Refund Options: We offer refunds to your original payment method or store credit, depending on your preference and the circumstances of the return.

  • Exchange and Replacement: If you prefer an exchange or replacement for a defective or incorrect item, we’ll work with you to find a suitable solution.

  • Secure Processing: Refunds are processed through our trusted payment partner, Stripe, ensuring fast and secure transactions.

  • Customer Support: Our dedicated team is available to guide you through the return process via phone (+84388580729), email (mmotai773@gmail.com), or our online contact form at hpllc.shop/contact.

This policy applies to all purchases made on our website, whether you’re shopping from the United States or internationally. For specific details about international returns, please see the “International Returns” section below.

Eligibility for Returns

To ensure a smooth return process, we’ve outlined clear criteria for eligible returns. Products must meet the following conditions to qualify for a return, refund, or exchange:

1. Return Window

  • 30-Day Return Period: You may return most products within 30 days from the date of delivery. The delivery date is based on the tracking information provided by the carrier.

  • Exceptions: Certain items, such as custom-made or personalized products, may have different return policies. These exceptions are clearly noted on the product page at the time of purchase.

2. Condition of the Item

  • Unused and Undamaged: Products must be returned in their original, unused condition with all tags, packaging, and accessories included. Items that show signs of use, wear, or damage (beyond normal inspection) may not qualify for a full refund.

  • Original Packaging: To protect the item during shipping, we ask that you return it in its original packaging or equivalent protective packaging to prevent damage in transit.

3. Proof of Purchase

  • Order Confirmation: You must provide proof of purchase, such as your order confirmation email or order number, to initiate a return. This helps us verify your purchase and process your request efficiently.

4. Non-Returnable Items

Some items are not eligible for return due to their nature or customization. These include:

  • Custom-made or personalized pottery planters or gardening accessories.

  • Items marked as “final sale” on the product page.

  • Products that have been significantly altered or damaged by the customer.

If you’re unsure whether your item is eligible for return, please contact our customer service team for clarification.

How to Initiate a Return

We’ve made the return process as simple as possible to ensure a hassle-free experience. Follow these steps to initiate a return:

Step 1: Contact Our Customer Service Team

Before returning an item, you must contact us to request a Return Merchandise Authorization (RMA) number. This helps us track your return and process it efficiently. You can reach us via:

  • Phone: +84388580729 (Monday – Friday: 9:00 AM – 5:00 PM MST; Saturday: 10:00 AM – 2:00 PM MST)

  • Email: mmotai773@gmail.com

  • Online Contact Form: hpllc.shop/contact

When contacting us, please provide the following information:

  • Your full name

  • Order number

  • Description of the item(s) you wish to return

  • Reason for the return (e.g., defective, incorrect item, change of mind)

  • Your preferred resolution (refund, exchange, or store credit)

Our team will review your request and issue an RMA number within 24-48 hours during regular business days. Do not return any items without an RMA number, as this may delay or prevent processing of your return.

Step 2: Package the Item

Once you receive your RMA number, carefully package the item(s) in their original packaging or equivalent protective materials to prevent damage during transit. Include the following in the package:

  • The item(s) in unused condition

  • All original tags, accessories, and documentation

  • A copy of your order confirmation or a note with your RMA number

Step 3: Ship the Item

Ship the package to our designated return address: HP Pro LLC
30 N Gould St Ste R
Sheridan, WY 82801
United States

We recommend using a trackable shipping service (e.g., USPS, UPS, FedEx) and retaining the tracking information for your records. Unless the return is due to our error (e.g., defective or incorrect item), you are responsible for the return shipping costs. We strongly advise insuring the package, as we cannot be held responsible for items lost or damaged during return shipping.

Step 4: Receive Confirmation

Once we receive your return, our team will inspect the item(s) to ensure they meet our return conditions. We’ll notify you via email when your return is received and processed, typically within 5-7 business days of receipt. If approved, your refund, exchange, or store credit will be processed according to your preference.

Refund Processing

We strive to process refunds quickly and efficiently to ensure your satisfaction. Here’s what you can expect:

Refund Timeline

  • Inspection: Upon receiving your return, we’ll inspect the item(s) to confirm they meet our eligibility criteria. This process typically takes 5-7 business days.

  • Refund Issuance: If approved, your refund will be processed within 3-5 business days. Refunds are issued to the original payment method used for the purchase (e.g., credit/debit card, Apple Pay, Google Pay).

  • Bank Processing: Depending on your bank or card issuer, it may take an additional 3-10 business days for the refund to appear in your account.

Refund Amount

  • Full Refunds: If the return is due to our error (e.g., defective product, incorrect item shipped), we’ll issue a full refund, including the original shipping costs.

  • Partial Refunds: For returns due to a change of mind, we’ll refund the purchase price of the item(s), excluding the original shipping costs. Return shipping costs are the responsibility of the customer unless otherwise specified.

  • Store Credit: If you prefer, we can issue store credit in the form of a gift card, which can be used for future purchases on our website.

Non-Refundable Charges

  • Shipping Costs: Original shipping costs are non-refundable for returns due to a change of mind.

  • Customs/Duties: For international orders, any customs fees, import duties, or taxes are non-refundable.

If you have questions about your refund, please contact our customer service team with your order number and RMA number for assistance.

Exchanges and Replacements

If you’d prefer to exchange an item or receive a replacement instead of a refund, we’re happy to accommodate your request, subject to product availability. Here’s how it works:

Exchanges

  • Same Item, Different Size/Color: If you’d like to exchange an item for a different size, color, or style, please indicate this when requesting your RMA. We’ll provide instructions for returning the original item and shipping the replacement.

  • Different Item: If you’d like to exchange for a different product, we’ll issue store credit for the returned item, which you can use to purchase the new item.

Replacements

  • Defective or Damaged Items: If your item arrives defective or damaged, we’ll provide a replacement at no cost to you, including return and replacement shipping. Please report any issues within 7 days of delivery to qualify for a free replacement.

  • Incorrect Items: If we shipped the wrong item, we’ll cover all costs associated with returning the incorrect item and sending the correct one.

To request an exchange or replacement, contact our customer service team with your order details and a description of the issue. We’ll work with you to find the best solution and ensure your satisfaction.

International Returns

For our international customers, we’re pleased to offer returns and refunds, subject to the same eligibility criteria as domestic orders. However, there are a few additional considerations for international returns:

  • Return Shipping Costs: International customers are responsible for return shipping costs unless the return is due to our error (e.g., defective or incorrect item).

  • Customs and Duties: Any customs fees, import duties, or taxes incurred during the return process are the responsibility of the customer and are non-refundable.

  • Return Address: All returns must be shipped to our Sheridan, Wyoming address (provided above). We recommend using a trackable and insured shipping service to ensure safe delivery.

  • Processing Time: International returns may take longer to process due to shipping times and customs clearance. We’ll keep you updated on the status of your return via email.

If you have questions about international returns, please contact our customer service team for guidance. We’re here to assist you with the process and ensure a smooth experience.

Common Return Scenarios

To help you understand how our Refund and Return Policy applies to different situations, here are some common scenarios and how we handle them:

Scenario 1: Defective or Damaged Item

If your item arrives defective or damaged, we’ll provide a full refund or replacement, including all shipping costs. Please contact us within 7 days of delivery with photos of the damage and your order details. We’ll issue an RMA number and arrange for a free return and replacement or refund.

Scenario 2: Incorrect Item Shipped

If you receive the wrong item, we’ll cover all costs to return the incorrect item and ship the correct one. Contact us within 7 days of delivery to report the issue, and we’ll provide instructions for returning the item and receiving the correct product.

Scenario 3: Change of Mind

If you change your mind about a purchase, you may return the item within 30 days of delivery, provided it’s in unused condition and original packaging. You’ll be responsible for return shipping costs, and the original shipping costs are non-refundable. We’ll issue a refund or store credit based on your preference.

Scenario 4: Non-Delivery

If your order doesn’t arrive within the estimated delivery window, please contact us with your order number. We’ll work with the carrier to track your package and provide a resolution, which may include a refund or replacement.

Frequently Asked Questions About Returns

For additional information, we encourage you to visit our Asked Questions (FAQ) page, which covers common questions about returns, refunds, and other topics. Here are a few frequently asked questions about our Refund and Return Policy:

Q: How long does it take to process a refund?
A: Once we receive your return, we’ll inspect the item(s) within 5-7 business days. If approved, your refund will be processed within 3-5 business days, with funds appearing in your account within 3-10 business days, depending on your bank.

Q: Can I return a custom-made item?
A: Custom-made or personalized items are generally non-returnable unless they arrive defective or damaged. Check the product page for specific return policies before purchasing.

Q: Who pays for return shipping?
A: If the return is due to our error (e.g., defective or incorrect item), we’ll cover return shipping costs. For returns due to a change of mind, the customer is responsible for return shipping.

Q: What if my item is lost or damaged during return shipping?
A: We recommend using a trackable and insured shipping service for returns. HP Pro LLC is not responsible for items lost or damaged during return shipping unless we provide a prepaid shipping label.

Why Choose HP Pro LLC?

At HP Pro LLC, we’re committed to making your shopping experience exceptional from start to finish. Our Refund and Return Policy is just one part of our dedication to customer satisfaction. Here’s why customers trust us:

  • High-Quality Products: Our pottery planters and gardening accessories are crafted with premium materials for durability and beauty.

  • Customer-Centric Approach: We prioritize your needs with a transparent and hassle-free return process.

  • Secure Payments: Our partnership with Stripe ensures safe and reliable transactions for every purchase.

  • Global Reach: We serve customers across the United States and internationally with fast and reliable shipping.

  • Exceptional Support: Our team is here to assist you with any questions or concerns, ensuring a positive experience.

Contact Us for Return Assistance

If you have questions about our Refund and Return Policy or need help initiating a return, our customer service team is here to assist. You can reach us via:

  • Phone: +84388580729 (Monday – Friday: 9:00 AM – 5:00 PM MST; Saturday: 10:00 AM – 2:00 PM MST)

  • Email: mmotai773@gmail.com

  • Online Contact Form: hpllc.shop/contact

  • Mailing Address: HP Pro LLC, 30 N Gould St Ste R, Sheridan, WY 82801, United States

We aim to respond to all inquiries within 24-48 hours during regular business days. For additional information, visit our Shipping Policy, Payment Methods, or Privacy Policy pages.

Thank You for Choosing HP Pro LLC

At HP Pro LLC, we’re passionate about helping you create beautiful, sustainable spaces with our high-quality pottery and gardening products. Our Refund and Return Policy is designed to give you confidence in your purchase, knowing that we’re here to support you if anything goes wrong.

Thank you for choosing HP Pro LLC. We look forward to serving you and helping you bring your vision to life.

HP Pro LLC
30 N Gould St Ste R
Sheridan, WY 82801
Phone: +84388580729
Email: mmotai773@gmail.com
Website: hpllc.shop