How to Get a Hemper Refund

• Order Number: Locate your unique order ID from your confirmation email or Hemper account.
• Proof of Purchase: Have a digital receipt or transaction confirmation available to validate the purchase.
• Product Condition: Ensure that the product is in its original condition and includes all packaging and accessories for eligibility.
• Photos of the Item: Take clear pictures of the product, especially if it's damaged or defective, as visual documentation may be required.
• Account Details: Be prepared to log into your Hemper account for verification during the refund request process.
• Reason for Refund: Clearly articulate the reason for your refund request, whether it's due to damage, incorrect item received, or fulfillment issues.
• Timeframe: Check that your request is within Hemper’s refund policy timeframe to ensure eligibility.
• Communication Records: Retain any previous correspondence with Hemper regarding your order for reference.
• Payment Method: Have information about the original payment method used for the purchase, as this might be needed for processing the refund.

*Working days are Monday to Friday, and don't include public holidays.

At Hemper, we prioritize customer satisfaction and have outlined specific circumstances under which users may be eligible for a refund. Our offerings consist primarily of subscription boxes and individual product sales that focus on smoking accessories and related items. Eligibility for a refund can vary based on the nature of the purchase.

Users may qualify for a refund in the following scenarios:

• Damaged or Defective Products: If an item is received in a damaged or defective condition, customers may be eligible for a refund or replacement. It is advisable to document any issues with photographs and notify customer service promptly.
• Product Mismatch: If a user receives a product that significantly differs from what was ordered, this may qualify for a refund. Customers should reach out with details of the discrepancy.
• Subscription Cancellations: For users who have canceled their subscription prior to the next billing cycle, there may be refunds applicable for any unshipped orders. This situation is based on our subscription policy.
• Non-Delivery: In cases where an order does not arrive within the specified timeframe, customers may inquire about refunds or replacements. Tracking information can be useful for clarifying delivery issues.

For questions regarding eligibility or to initiate a refund process, customers should contact Hemper’s customer service team for assistance tailored to their specific situation.

Hemper provides a range of subscription boxes and smoking accessories, catering to customers’ unique preferences. Here are some realistic scenarios where users effectively claimed refunds for their purchases:

• A customer received a subscription box that did not include a featured item highlighted in their order confirmation. After reaching out to customer service with photos of the contents, they were promptly issued a refund for the missing item.
• One user realized they had selected a monthly subscription plan instead of their intended option for the quarterly plan. After contacting support within the billing cycle, they were able to switch plans and receive a refund for the difference.
• A customer ordered a glass piece that arrived with a minor manufacturing defect. They reported the issue through the returns process and received a full refund after Hamper verified the defect through submitted images.
• After a subscription renewal, a user discovered they had forgotten to change their delivery address. They contacted Hemper’s customer service to correct the address for future shipments and successfully secured a refund for the renewal charge, as they had not yet received any items.

Tracking your refund status with Hemper is straightforward if you follow these specific tips. Hemper ensures you stay informed at every step of the refund process, providing multiple channels for checking updates.

• Check Your Email: Hemper sends email notifications regarding your refund status. Look for emails titled "Refund Processed" or "Refund Update" for timely information.
• Use the Hemper Dashboard: Log into your Hemper account and navigate to the Order History section. Here, you can see the status of your refund alongside the details of your original purchase.
• Mobile App Tracking: If you're using the Hemper mobile app, navigate to the Billing section found in your account settings. This area allows you to view your refund progress on-the-go.
• Refund Progress Details: When checking your refund status, look for specific updates that indicate the progression, such as "Refund Requested", "Refund Processing", or "Refund Completed". This information is provided in both emails and on your dashboard.
• Customer Support Assistance: If you have questions about your refund, don’t hesitate to contact Hemper's customer support. They can provide real-time updates that may not yet reflect in your account.