Return & Exchange Policy
Damaged, Incorrect, or Missing Shipment:
All shipments must be inspected by customer for accuracy within 24 hours of delivery. Items reported incorrect, damaged or missing after the 24 hour inspection limit will not be considered for re-shipment. If the wrong item is received and reported within 24 hours, a return shipping label will be issued to the customer.
In addition, if your item(s) do arrived damaged, please send photos to returns@henandtilly and we will process an insurance claim on your behalf.
Cancellations & Refunds:
All orders cancelled after 24 hours are subject to a $25 administration fee, whether or not your order has shipped. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
**If you decide to return an item that was part of a free shipping promotion, our initial shipping and handling costs will be deducted from the refund.
All returned products must be in like-new condition, unused and uninstalled, in original packaging and must include all original items; for example: Installation Instructions, Parts Diagram, Care Instructions, Mounting Hardware, etc… Do not put shipping labels, packing tape, or any writing on original product boxes. All original boxes must be returned inside another box. Any products that are returned without their original boxes, instructions, and internal packaging, and are not in new re-sellable condition will be considered incomplete returns and no refund will be issued.
When returning an item, please ensure the following:
- PROPER PACKAGING: Re-pack products for return in the original box with original packaging material. Use the return shipping label provided, or your own shipping label. Be sure to write the RGA or RMA# on the form provided by the manufacturer. This RGA or RMA form must be included with the return. Do not write on the box to maintain its like-new condition.Improper labeling may result in the denial of return.
- SHIP & INSURE: Next, ship the product to the address provided using your choice of carriers. We recommend insuring the package against loss or damage. Returns that are lost or damaged during transit will not be replaced or refunded.
- TRACKING NUMBER: Please e-mail your sales representative the tracking number so that we can check on the status of your return.Once the returned item has been received and verified to have all original contents and packaging, and confirmed to be free of damage and uninstalled, the refund will be processed.
All returned products must be unused and uninstalled in the original packaging and include all original items including installation instructions. A restocking fee of up to 20% will apply. Shipping charges are non-refundable. Return shipping labels and call tags are available at request; cost of shipping will be deducted from total credit after restocking fee (if applicable).
NO RETURNS WILL BE ACCEPTED AND NO REFUNDS WILL BE ISSUED AFTER 5 DAYS OF ORDER SHIPMENT
All exchanges must be requested within 5 days of order shipment and must be unused and uninstalled in the original packaging and include all original items including installation instructions. A restocking fee of up to 20% may apply. Shipping charges for the exchange may be charged and are non-refundable. Return shipping labels and call tags are available at request; cost of shipping will be deducted from total credit after restocking fee (if applicable).
NO EXCHANGES WILL BE ACCEPTED AND NO REFUNDS WILL BE ISSUED AFTER 5 DAYS OF ORDER SHIPMENT.