Refund policy
We strive to ensure that every customer is satisfied with HURU products. However, we understand that in some cases there may be a need to return or exchange an item. In accordance with consumer protection standards, you have the right to return a product within 30 calendar days from the date of receipt, regardless of the reason, provided that the product has not been used and retains its original condition, packaging, tags, and accessories. In case of a manufacturing defect, damage during transportation, or incorrect order fulfillment, we guarantee a full refund or free replacement of the item.
To initiate a return or exchange, please contact our support team at info@huru.rocks, providing your order number or the product’s unique serial number and a description of the issue. If the item has any damage or defect, please attach relevant photos. After reviewing the request, we will issue you a personalized Return Authorization number (RA) along with detailed shipping instructions. Unfortunately, returns cannot be processed without this number.
Items can only be returned if they have not been used, show no signs of wear or contamination, and retain their original packaging and tags. Products that show obvious signs of use or have been altered are not eligible for return, unless a defect is confirmed. If you wish to exchange a product for another (e.g., a different size or model), we will offer you the option to pay or receive a refund of the difference, if applicable. In case of our error, we will cover all shipping costs.
If a product is returned in accordance with this Return Policy, the original shipping costs will be refunded. The customer is responsible for return shipping unless the return is due to a defect or our error. All shipments must include a tracking number. If the item is lost during return shipping or damaged due to improper packaging, HURU is not responsible for compensation.
If a return is made in accordance with this Return Policy, the original outbound shipping costs will be refunded. The customer is responsible for return shipping costs unless the return is due to a defect, damage, or an error on our part, in which case all shipping costs will be covered by HURU.
Once the returned item is received, we will conduct a thorough inspection. If the item meets all conditions, a refund will be processed within 2–3 business days after inspection. Funds will be credited using the original payment method, typically within 3–7 business days. In case of return refusal (e.g., if the item was used or returned in violation of the conditions), we will send you a notification with justification.
If you notice damaged packaging or missing contents upon delivery, please keep all packaging materials and report the issue within 30 days. If shipping damage is confirmed, we will file a claim with the carrier on your behalf. If a defect is discovered after the product has been used and the issue arises within the warranty period, we will carry out a technical assessment and decide whether to repair, exchange, or refund the item.
Items purchased at a discounted price are subject to the same return rights as full-price items, in accordance with applicable consumer protection laws. The right of withdrawal applies regardless of whether the item was purchased at a discount, provided it meets the return conditions outlined in this policy. Special offers and promotional gifts are not eligible for return or compensation, except in warranty cases.
In case of a return, we will provide the return address and instructions once your request is confirmed.
We reserve the right to amend this policy in accordance with changes in legislation or operational practices. For up-to-date information, please contact our support service or refer to the relevant section on our website.
Return Address: Poland,02-274, Warszawa, Mineralna, 15
Tel.: +48538568280