We want you to feel confident about every purchase at HumaneX.store. If something doesn’t feel quite right, here’s everything you need to know about returning products and requesting refunds.

1. Eligibility for Returns

You can return products purchased from HumaneX.store under the following conditions:

A. Change of Mind: You have the right to return eligible products within 14 days of receiving them, no questions asked.

B. Incorrect, Faulty or Damaged Items: If your product is faulty, damaged, or not as described, you can return it within 30 days for a full refund, replacement, or repair. After 30 days, you may request a repair or replacement. If the repair or replacement is unsuccessful, you can then claim a refund.

C. Exclusions: Certain items, such as software, digital downloads, personalised products, or opened hygiene-sensitive items (like headphones or wearables), may not be eligible for returns unless they are faulty. Exclusions will be clearly stated at the time of purchase.

To qualify for a return, please ensure:

a. The item is in its original packaging, unused, and includes all accessories or manuals.

b. For Incorrect, Faulty or Damaged Items, provide proof of purchase and details about the issue.

2. Return Process

Making a return is simple:

A. Contact Us: Notify us within 14 days of receiving the item by emailing us at [email protected]. To help us process your request quickly, please include your order number, a detailed description of the issue, and clear photos if applicable.

B. Return Approval and Instructions: After we review and approve your return request, we’ll send you detailed instructions on how to package and send the item back. If applicable, this will include a prepaid return label to make the process as smooth as possible.

C. Return the Item: Ensure the product is in its original condition and packaging. Pack them securely to prevent damage during transit. Ship the item using the provided return label or instructions. If the item is not returned in its original condition, deductions may be made from your refund to cover the loss in value.

Note: You must return the item within 14 days of receiving the return instructions.

3. Inspection of Returned Items

Once we receive your returned item, we will inspect it to confirm that it is in its original condition, unused, and includes all original packaging and accessories. If it does not meet these criteria, we may be unable to process your refund or exchange, and the item may be sent back to you. We will inform you of the inspection outcome.

4. Refund Process

We aim to process refunds as quickly as possible:

A. Processing Time: Once we receive and inspect the returned item, refunds are typically processed within 7–14 business days.

B. Payment Method: Refunds are issued to the same payment method used for the purchase.

C. Partial Refunds: If the returned item is not in its original condition, missing components and accessories, or shows signs of use, a partial refund may be issued to account for the reduced value of the product.

5. Cost of Returns

Understand who covers the cost of returning items.

A. Change of Mind: If you return a product because you’ve changed your mind, you will be responsible for the return shipping costs.

B. Incorrect, Faulty or Damaged Items: Incorrect, Faulty or Damaged Items: If the return is due to an error on our part, such as an incorrect, faulty or damaged Items, we’ll cover the cost of return shipping.

6. Exchange Items

If you wish to exchange an item for a different size, colour, or model, contact us for approval. Exchanges are subject to stock availability, and any price difference must be paid if the replacement item is of higher value. Additional shipping costs may also apply.

7. Replacement and Repairs

If your item is faulty or damaged:

A. Replacement: We’ll send a replacement item if stock is available.

B. Repair: For eligible products, we’ll arrange repairs under manufacturer warranty.

8. Digital Content Refunds

For digital products, refund eligibility is subject to additional conditions:

A. Accessed or Downloaded Content: Once digital content has been accessed or downloaded, your right to cancel may no longer apply.

B. Faulty Content: If digital content is faulty or not as described, you are entitled to a replacement or a refund, depending on the circumstances.

9. Refund Disputes

If we fail to process your refund within a reasonable timeframe or you believe your refund has been unfairly denied, you may raise a complaint with us or contact the Consumer Ombudsman for further assistance.

10. Need Help?

If you’re unsure about a return or have questions, don’t hesitate to contact us:

Email: [email protected]

Phone: 020 3151 5337

We’re here to make your returns process as smooth as possible.

This policy is part of our full Terms of Use & Sale. For more details, please click here.