Return policy
1. Operator Contact & Return Address
- Operator Name: Larsen
- Official Return Address: 3353 Johnson Rd, Lafayette, CA 94549, United States
- Customer Support for Returns:
- Email: support@hycommodity.com
- Phone: 19252506299
2. Eligibility for Returns
To qualify for a return, exchange, or refund, products must meet the following criteria:
- Timeframe: The return request must be initiated within 30 calendar days of the delivery date (as confirmed by the shipping carrier’s tracking information).
- Product Condition:
- Insulated cups and ceramic cups must be unused, unwashed, and free of scratches, stains, or damage (excluding defects present upon receipt).
- All original packaging (e.g., boxes, foam inserts, tags, user manuals) must be intact and included with the return.
- Products must not be personalized, custom-engraved, or part of "Final Sale" or clearance items (unless the item is defective).
- Proof of Purchase: You must provide a valid order number (found in your order confirmation or shipping email) when initiating a return.
3. Defective or Damaged Products
If you receive an insulated cup or ceramic cup that is:
- Defective (e.g., leaky lids, broken handles, faulty insulation),
- Damaged during shipping (e.g., cracked ceramic, dented metal), or
- Incorrect (e.g., wrong color, wrong size, or different product than ordered),
you must notify the Operator within 7 calendar days of delivery. To resolve the issue:
- Send an email to support@hycommodity.com with your order number, photos of the defective/damaged/incorrect item (and its packaging), and a detailed description of the problem.
- The Operator will review your claim within 2–3 business days and provide a prepaid return label (for defective/damaged/incorrect items) or arrange for a free replacement.
- No return shipping costs will be charged to you for eligible defective/damaged/incorrect items.
4. Return Process for Eligible Items
To return a non-defective item (e.g., change of mind, wrong size chosen):
- Initiate the Return:
- Email support@hycommodity.com with your order number, the reason for the return (e.g., "change of color preference"), and the item(s) you wish to return.
- The Operator will respond within 1–2 business days with a Return Merchandise Authorization (RMA) number and instructions for shipping.
- Do not ship items without an RMA number—unlabeled returns may be delayed or rejected.
- Package the Return:
- Securely pack the insulated cup/ceramic cup in its original packaging (or equivalent protective material to prevent damage during transit).
- Clearly write the RMA number on the outside of the package (do not cover the shipping label).
- Ship the Return:
- Mail the package to the official return address: 3353 Johnson Rd, Lafayette, CA 94549, United States.
- You are responsible for covering return shipping costs (unless the return is due to Operator error, as outlined in Section 3).
- We recommend using a trackable shipping service (e.g., USPS, UPS) and keeping the tracking number for your records— the Operator is not liable for lost return shipments.
5. Refund & Exchange Processing
- Inspection of Returned Items:
- Upon receiving your return, the Operator will inspect the item(s) to verify compliance with eligibility criteria (Section 2).
- Inspection typically takes 2–3 business days from the date the return is delivered to the Operator’s address.
- Refunds:
- If the return is approved, a refund will be issued to the original payment method (e.g., credit card, PayPal) used for the purchase.
- Refunds may take 5–7 business days to appear in your account, depending on your financial institution’s processing times.
- Shipping costs paid on the original order are non-refundable (unless the return is due to a defective/damaged/incorrect item).
- Exchanges:
- If you request an exchange (e.g., swap a red ceramic cup for a blue one), the Operator will ship the replacement item once the returned item is inspected and approved.
- Exchange shipping costs are covered by the Operator for eligible requests.
- If the requested exchange item is out of stock, you will be offered a full refund or the option to select an alternative item of equal value.
6. Non-Eligible Returns
The Operator reserves the right to reject returns that:
- Are initiated after the 30-day return window,
- Are missing the original packaging or RMA number,
- Show signs of use, damage, or modification (not caused by shipping),
- Are personalized, custom-made, or "Final Sale" items (unless defective),
- Do not include proof of purchase (order number).
If a return is rejected, the item(s) will be shipped back to you, and you will be responsible for any associated shipping costs.
7. Questions & Support
For additional questions about returns, exchanges, or defective items, contact our support team:
- Email: support@hycommodity.com
- Phone: 19252506299 (Monday–Friday, 9:00 AM–5:00 PM PST)