Refund and Return Policy

Your Satisfaction Is Our Promise: A Comprehensive Guide to Returns, Refunds, and Exchanges

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Introduction: Our Commitment to Your Happiness

At Hyperward LLC, we believe that your journey with our products shouldn’t end at checkout. In fact, in many ways, it’s just beginning. When you welcome one of our handcrafted coasters, artisanal windchimes, personalized key holders, or exquisite wall hangings into your home, we want that relationship to be filled with joy, satisfaction, and the quiet pleasure that comes from surrounding yourself with beautiful, meaningful objects.

But we also understand that sometimes, despite the best intentions and careful selection, a product may not work out. Perhaps the size isn’t quite what you expected. Maybe the color doesn’t match your decor as perfectly as you’d hoped. Or perhaps, in rare cases, something arrived damaged or not as described. Whatever the reason, we want you to know that your satisfaction is not just important to us—it’s the very foundation of our business.

This Refund and Return Policy is designed to be your comprehensive guide to how we handle these situations. It’s written not in dense legal jargon, but in plain English, because we believe that transparency and clarity are essential to building trust. We want you to shop with confidence, knowing that if something isn’t right, we’ll be here to make it right.

Our philosophy is simple: If you’re not happy, we’re not happy. And we’ll do everything reasonable to ensure that your experience with Hyperward ends with a smile, even if the path to that smile involves a return or exchange.

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Policy Overview: The Essentials at a Glance

Before diving into the details, here’s a quick summary of our return policy:

This table provides a quick reference, but we encourage you to read the full policy for complete details, as individual circumstances may vary.

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Our Forever Return Promise: What Makes Us Different

One of the questions we’re asked most frequently is, “How long do I have to return an item?” Our answer often surprises and delights customers: forever.

Yes, you read that correctly. Hyperward accepts returns with no time limits. Whether you’re unhappy with your purchase the day it arrives or decide three years later that it no longer suits your space, we’ll accept the return.

Why We Offer Forever Returns

This policy might seem unusual in an era where most retailers impose strict 30-day or 90-day return windows. We offer forever returns because:

We believe in our products: We stand behind the quality and craftsmanship of everything we sell. If a product truly brings joy and functions as intended, we trust that you’ll want to keep it. If it doesn’t, we don’t believe a arbitrary calendar date should force you to keep something that doesn’t serve you.

We value long-term relationships: We’re not interested in one-time transactions. We’re building relationships with customers who will return to Hyperward year after year, for every gift-giving occasion and home refresh. Treating you fairly today builds trust that lasts for years.

We understand that style evolves: Your taste changes. Your decor evolves. What worked in your home five years ago might not work today. We don’t think you should be stuck with products that no longer spark joy simply because time has passed.

We believe in doing the right thing: Sometimes the “right” business decision isn’t the most profitable one in the short term. But we believe that treating customers with genuine care and fairness pays dividends in trust, loyalty, and reputation that far exceed any short-term gain from strict return policies.

The One Caveat: Refund Method Changes Over Time

While we accept returns forever, the method of refund does change based on when you initiate the return:

This approach balances our commitment to customer satisfaction with practical business considerations. After 30 days, we can no longer reverse the original credit card transaction through our payment processor, but we can still ensure you receive full value through a gift card that can be used for future purchases.

What About Items Purchased as Gifts?

If you received a Hyperward product as a gift, you’re covered by the same forever return policy. However, since the original purchaser’s payment method can’t be refunded to you, all gift returns are processed as Hyperward digital gift cards, regardless of when the return is initiated.

The gift card will be issued to the email address you provide when initiating the return, allowing you to choose something that better suits your taste or needs.

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Detailed Return Scenarios: What to Expect

Different situations call for different approaches. Here’s how we handle various return scenarios:

Scenario 1: Changed Your Mind (Buyer’s Remorse)

Situation: You ordered a set of our Mistaken Lyrics Coasters, but after they arrive, you decide they’re not quite right for your coffee table. Perhaps the humor isn’t your style, or they don’t match your decor as well as you’d hoped.

What to expect:

• Return window: Any time (forever)

• Condition required: Unused, in original packaging

• Return shipping: Customer pays return shipping

• Refund (0-30 days): Full refund to original payment method

• Refund (31+ days): Full refund to Hyperward digital gift card

Scenario 2: Wrong Size or Color Ordered

Situation: You ordered a specific size of our Handcrafted Seashell Wall Hanging, but upon measuring your wall space, you realize you need a different size. Or perhaps you ordered a blue windchime but now think the pink would work better.

What to expect:

• Return window: Any time (forever)

• Condition required: Unused, in original packaging

• Return shipping: Customer pays return shipping

• Refund (0-30 days): Full refund to original payment method, allowing you to reorder the correct item

• Refund (31+ days): Full refund to Hyperward digital gift card, which can be used to purchase the correct item

Alternative: If you’re within 30 days and want to exchange for the correct size or color, see our exchange process below.

Scenario 3: Item Arrived Damaged

Situation: Your package arrives, and upon opening it, you discover that your Cozy Cat Scented Mug Warming Coaster has been damaged in transit. Perhaps the fabric is torn, or the inner filling has leaked.

What to expect:

• Return window: Any time (but please report promptly for fastest resolution)

• Condition required: Damaged item (we don’t expect you to use a damaged product!)

• Return shipping: We provide a prepaid shipping label

• Refund: Full refund to original payment method, including original shipping costs

• Alternative: We’ll gladly send a replacement at no additional cost

Important: Please photograph the damage and contact us within 7 days of delivery for fastest processing. While we’ll still help after that, prompt reporting helps us address issues with carriers and our quality control processes.

Scenario 4: Defective or Malfunctioning Item

Situation: Your Illuminated Coastal Hanging Decor with LED lights arrived, but after a few days, the lights stop working. Or your DIY Mosaic Coasters Kit is missing essential components.

What to expect:

• Return window: Any time during the product’s reasonable expected lifespan

• Condition required: Defective item

• Return shipping: We provide a prepaid shipping label

• Refund: Full refund to original payment method, including original shipping costs

• Alternative: We’ll gladly send a replacement at no additional cost

Scenario 5: Wrong Item Received

Situation: You ordered the NFL Game Day Helmet Coaster Set featuring your favorite team, but received a different team’s set instead.

What to expect:

• Return window: Any time (but please report promptly)

• Condition required: Wrong item (unused)

• Return shipping: We provide a prepaid shipping label

• Refund: Full refund to original payment method, including original shipping costs

• Alternative: We’ll rush-ship the correct item at no additional cost

Scenario 6: Item Not as Described

Situation: The product description mentioned specific materials or dimensions, but what arrived doesn’t match those specifications. For example, a coaster described as marble turns out to be a different material.

What to expect:

• Return window: Any time

• Condition required: Item as received

• Return shipping: We provide a prepaid shipping label

• Refund: Full refund to original payment method, including original shipping costs

• Alternative: If you’d like to keep the item with a partial refund to reflect the discrepancy, we can discuss that option

Scenario 7: Late Delivery (Beyond Guaranteed Date)

Situation: You ordered for a specific occasion, and we provided a guaranteed delivery date, but your order arrived after that date.

What to expect:

• If you still want the item: Keep it, and we’ll refund your shipping costs as an apology

• If you no longer want the item: Return it for a full refund including shipping, with return shipping provided

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The Return Process: Step by Step

We’ve designed our return process to be as straightforward and hassle-free as possible. Here’s exactly what to expect:

Step 1: Initiate Your Return

Contact us to request a return authorization. You can do this through any of these channels:

Email: marga.trading.amz@gmail.com
Phone: +84981481909
Website: Use the contact form on hyperward.store

Information to include:

• Your full name

• Order number (found in your confirmation email)

• Email address used for the order

• Item(s) you wish to return

• Reason for return

• Photos (if applicable, for damaged/defective items)

What happens next:
We’ll respond within 24 hours with:

• Return authorization confirmation

• Detailed return instructions

• Return shipping address (unless we’re providing a prepaid label)

• Any special instructions based on your specific situation

Step 2: Prepare Your Return Package

Proper packaging ensures your return arrives safely and can be processed quickly:

Packaging Guidelines:

• Use the original packaging if possible

• If original packaging isn’t available, use a sturdy box with adequate padding

• Include all original components, accessories, and documentation

• Include a note with your name, order number, and return authorization number

Special Considerations:

• Fragile items: Use extra padding for coasters, windchimes, and other delicate items

• Multiple items: If returning multiple items, please pack them securely to prevent damage during return shipping

• Gift returns: If the item was a gift, please let us know so we can handle the return appropriately

Step 3: Ship Your Return

If you’re paying for return shipping:

• Use a trackable shipping method (UPS, FedEx, USPS with tracking)

• Keep your shipping receipt and tracking number

• Insure the package for its full value if desired

• Ship to the address provided in your return instructions

If we’re providing a prepaid label:

• Print the label we email to you

• Affix it securely to your package

• Drop off at the designated carrier location

• Keep the drop-off receipt

Return Shipping Address:
Returns should be sent to:
Hyperward LLC Returns
[Address will be provided in return instructions]

Important: Do not send returns to our corporate headquarters without a return authorization. Returns sent without authorization may be refused or significantly delayed in processing.

Step 4: Track Your Return

After shipping, you can track your return using the carrier’s tracking system. Once the package is delivered to us, it enters our processing queue.

Step 5: Processing and Inspection

When we receive your return:

1. Receipt confirmation: We log the package as received

2. Inspection: We examine the item to ensure it meets return conditions

3. Approval: If everything is in order, we approve the return

4. Processing: We initiate your refund or exchange

Processing timeline: Most returns are processed within 3-5 business days of receipt. During peak seasons (holidays, sales events), processing may take 5-7 business days.

Step 6: Refund or Exchange Completion

For refunds:

• You’ll receive an email confirmation when your refund is processed

• Refunds to original payment method: 3-10 business days to appear on your statement (depending on your bank)

• Refunds to Hyperward gift card: Instant, sent to your email

For exchanges:

• You’ll receive confirmation when your exchange ships

• Tracking information will be provided

• Exchanges typically ship within 2-3 business days of return processing

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Return Shipping: Costs and Considerations

Understanding return shipping helps avoid surprises and ensures smooth processing.

When You Pay Return Shipping

You’re responsible for return shipping costs when:

• You’re returning for reasons other than our error (changed mind, wrong size ordered, etc.)

• The return is initiated more than 30 days after delivery (even for our error, we may ask you to ship and then reimburse)

• You’re outside the United States

Tips for cost-effective return shipping:

• Compare rates between carriers (USPS, UPS, FedEx)

• Consider using the carrier’s ground service for non-urgent returns

• Ensure accurate package dimensions and weight when estimating costs

• Keep your shipping receipt for reference

When We Pay Return Shipping

We provide prepaid return shipping labels when:

• The item arrived damaged

• The item is defective

• You received the wrong item

• The item doesn’t match its description

• We made an error in your order

International Return Shipping

For international returns, shipping costs can be significant. Please contact us before shipping internationally so we can discuss the most cost-effective solution. In some cases, it may make more sense for us to process a refund without requiring the item to be returned, particularly for lower-value items where return shipping would exceed the item’s value.

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Refund Methods and Timing Explained

Understanding how and when you’ll receive your refund helps set appropriate expectations.

Refund to Original Payment Method (0-30 Days)

When we process a refund to your original payment method:

Our part: We initiate the refund immediately through Stripe. This takes seconds and is confirmed to you via email.

Stripe’s part: Stripe processes the refund instantly on their end and sends it to your bank or card issuer.

Your bank’s part: This is where the timing varies:

• Credit cards: 3-5 business days typically

• Debit cards: 3-5 business days, though some banks take up to 10

• Apple Pay/Google Pay: Refunds go to the underlying card and follow the same timeline

What you’ll see: The refund may appear as a credit on your next statement, or as a separate transaction. Some banks show pending refunds immediately, while others only show completed refunds.

Refund to Hyperward Digital Gift Card (31+ Days or Gifts)

When we issue a refund as a Hyperward digital gift card:

Processing: Gift cards are issued instantly upon return approval.

Delivery: The gift card is emailed to the address you provide (your email for personal returns, or the gift recipient’s email for gift returns).

Value: The gift card is for the full amount you paid for the returned item(s), including any taxes.

Usage: Gift cards can be used for any future Hyperward purchase, with no restrictions or blackout dates.

Expiration: Hyperward gift cards never expire. Use them whenever you’re ready.

Partial Refunds

In certain situations, we may offer partial refunds:

• If you wish to keep an item with minor, acceptable defects

• If you return an item in used or damaged condition (beyond normal wear)

• If you’re missing original packaging or components

• If the return is significantly outside our policy parameters

Partial refund amounts are determined case by case and will be clearly communicated before processing.

Refund Amounts: What’s Included

Full refunds include:

• Product price

• Taxes paid

• Original shipping cost (if applicable, for eligible returns)

What’s not included:

• Return shipping costs (unless we’re paying)

• Customs duties or import fees (these are handled by your customs agency)

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Exchanges: Getting the Right Item

If you love the product but need a different size, color, or variation, an exchange might be the best option.

Exchange Eligibility

Exchanges are available for:

• Same product, different size

• Same product, different color/variation

• Same product, different team/design (for sports-themed items)

Exchanges are not available for:

• Different products entirely

• Items that are discontinued or out of stock

Exchange Process

Within 30 days of delivery:

1. Contact us to request an exchange

2. We’ll provide return instructions

3. Ship the original item back (customer pays return shipping)

4. Once we receive and inspect the original, we’ll ship the replacement

5. You’re not charged for the replacement until the original is received

After 30 days:
For exchanges after 30 days, the process is the same, but the original item will be refunded as a gift card, which you can then use to purchase the replacement. This ensures you’re not waiting for funds to clear before reordering.

Exchange Shipping

• Return shipping: Customer pays to return the original item

• Replacement shipping: Customer pays shipping for the replacement (unless the exchange is due to our error)

Exchange Timing

From the day we receive your returned item, exchanges typically ship within 2-3 business days. During peak seasons, this may extend to 5-7 business days.

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Non-Returnable Items

While we accept returns on the vast majority of our products, certain items cannot be returned for health, safety, or logistical reasons:

Items That Cannot Be Returned

Personalized and Custom Items:

• Personalized keychains with custom names

• Customized initial coasters

• Any item specifically made or customized for you

These items cannot be returned unless they arrive damaged or defective, because they have no resale value to other customers.

Perishable or Hygienic Items:

• Scented products that have been opened

• Items that come into contact with food or beverages (if used)

• Products with tamper-evident seals that have been broken

Final Sale Items:
Occasionally, we may designate certain items as “Final Sale.” These will be clearly marked on the product page and cannot be returned unless damaged or defective.

What If I Receive a Damaged Final Sale Item?

Even final sale items are covered by our damage and defect policy. If your final sale item arrives damaged or is defective, please contact us immediately, and we’ll make it right.

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International Returns: Special Considerations

Returning items from outside the United States involves additional considerations:

International Return Shipping Costs

International return shipping can be expensive, often exceeding the value of the item itself. Please contact us before shipping an international return so we can discuss options. In many cases, we may be able to:

• Process a refund without requiring the item to be returned (for lower-value items)

• Offer a partial refund that makes keeping the item worthwhile

• Provide alternative solutions that work for both parties

Customs and Duties

When returning items internationally:

• You are responsible for any customs declarations

• You may be responsible for duties or taxes in your country

• We cannot reimburse customs fees paid on the original shipment

• Mark the package as “Returned Goods” to minimize customs complications

International Exchange Challenges

Exchanges for international customers are often impractical due to shipping costs and time. In most cases, we recommend returning the original item for a refund (or gift card) and placing a new order for the desired item.

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Damaged, Defective, or Incorrect Items: Our Guarantee

We take great care in packaging our products to ensure they arrive safely, but sometimes things go wrong in transit. If your order arrives damaged, defective, or incorrect, here’s our commitment:

Our Promise

We will make it right, 100% of the time, no questions asked. You will not be out any money for an item that arrived in unacceptable condition due to our error or carrier mishandling.

What to Do Immediately

1. Document the issue: Take clear photos of the damage, defect, or incorrect item. If it’s shipping damage, photos of the packaging can also be helpful.

2. Contact us promptly: Email marga.trading.amz@gmail.com with your order number, description of the issue, and photos. “Promptly” means within 7 days of delivery for fastest processing, though we’ll still help after that.

3. Don’t dispose of anything: Keep the item, packaging, and all contents until we’ve resolved the issue. We may need additional information or photos.

Your Options

For damaged, defective, or incorrect items, you have three options:

Option 1: Full Refund

• Return the item using our prepaid shipping label

• Receive full refund to original payment method (including original shipping)

Option 2: Replacement

• Return the item using our prepaid shipping label

• We’ll ship a replacement at no additional cost

• Replacement ships via same shipping method as original

Option 3: Partial Refund (Keep Item)

• If the damage is minor and you’d like to keep the item

• We’ll offer a partial refund reflecting the reduced value

• You keep the item, no return needed

Timeframe for Resolution

Most damage/defect issues are resolved within 2-3 business days of receiving your photos and information. If a return is needed, resolution time extends to include shipping and processing.

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Holiday Returns: Extended Windows for Gift-Giving

We know that many Hyperward purchases are gifts, whether for holidays, birthdays, or special occasions. Our policy accommodates gift-giving in several ways:

Holiday Shopping Protection

Orders placed during the holiday shopping season (November 1 through December 31) qualify for extended return windows:

• Gift recipients: Have until January 31 of the following year to return items, with refunds to a Hyperward gift card

• Original purchasers: Can return gifts they bought for others within the standard policy timeframe from their purchase date

Sending Gifts Directly

If you’re sending a gift directly to the recipient and are concerned about returns, we recommend:

• Including your email on the order so you receive return notifications

• Letting the recipient know they can contact us directly for return assistance

• Considering our digital gift cards for uncertain gift recipients

Gift Receipts

All orders include a packing slip that can serve as a gift receipt. The packing slip shows the items but does not include pricing information, preserving the surprise while providing necessary order details for returns.

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Refund and Return Policy for Wholesale Orders

If you’re a wholesale customer (business purchasing for resale), our return policy differs:

Wholesale Return Window

Wholesale returns must be initiated within 30 days of delivery. No forever returns for wholesale accounts.

Restocking Fee

Wholesale returns are subject to a 15% restocking fee to cover processing and inventory costs.

Condition Requirements

Wholesale returns must be in original, unopened packaging with all seals intact. Opened or damaged items cannot be returned.

Defective Wholesale Items

Defective items are handled on a case-by-case basis. Please contact our wholesale department at marga.trading.amz@gmail.com with “Wholesale” in the subject line.

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Frequently Asked Questions About Returns

General Return Questions

Q: Do I need to contact you before returning an item?

A: Yes, absolutely. Returns sent without prior authorization may be refused or significantly delayed. Contact us first for return instructions.

Q: How long do I have to return an item?

A: Forever! We accept returns with no time limits. However, refund method changes after 30 days (gift card instead of original payment method).

Q: What condition do returned items need to be in?

A: Items should be unused and in original condition, with original packaging whenever possible. Damaged or defective items are excepted.

Q: Can I return a gift I received?

A: Yes, gift recipients can return items. Refunds will be issued as Hyperward digital gift cards to the email you provide.

Q: Do you charge restocking fees?

A: No, we never charge restocking fees for customer returns.

Refund Questions

Q: How long do refunds take?

A: We process refunds immediately upon return approval. However, it may take 3-10 business days for the refund to appear on your statement, depending on your bank.

Q: Will I be refunded for shipping costs?

A: For returns due to our error (damage, defect, wrong item), yes, original shipping is refunded. For other returns, original shipping is not refunded unless you’re within the 30-day window and we made an error.

Q: Can I get a refund to a different card?

A: For security reasons, refunds must go to the original payment method. This protects against fraud.

Q: What’s a Hyperward digital gift card?

A: It’s an electronic gift card sent via email that can be used for any future Hyperward purchase. Gift cards never expire.

Process Questions

Q: How do I start a return?

A: Email marga.trading.amz@gmail.com with your order number and reason for return. We’ll provide instructions within 24 hours.

Q: Where do I send my return?

A: Return addresses are provided in your return authorization instructions. Do not send returns without authorization.

Q: Do I need to include anything in the return package?

A: Yes, please include your name, order number, and return authorization number on a note inside the package.

Q: What if I lost my return authorization email?

A: Contact us again and we’ll resend the information.

Problem Resolution Questions

Q: What if my return is lost in transit?

A: If you shipped with a trackable method, provide us the tracking number and we’ll investigate with the carrier. If you didn’t use tracking, resolution is more difficult. Always use trackable shipping for returns.

Q: What if I disagree with the return inspection outcome?

A: Contact us to discuss. We’re reasonable people committed to fairness. If there’s a legitimate disagreement, we’ll work to find a mutually acceptable resolution.

Q: What if the item I want to exchange for is out of stock?

A: You can either wait for it to be restocked (we’ll notify you) or process a refund and order something else.

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Contact Us About Returns

Our returns team is here to help with any questions or concerns.

Email: marga.trading.amz@gmail.com
Phone: +84981481909
Hours: Monday-Friday, 9:00 AM – 6:00 PM Mountain Time

For fastest service, please include:

• Your order number

• The item(s) you’re returning

• Reason for return

• Photos (if applicable)

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Our Promise: Fairness, Flexibility, and Understanding

At Hyperward LLC, we understand that returns can be stressful. You’re already disappointed that the product didn’t work out, and dealing with return logistics can compound that frustration. We want you to know that we’re on your side.

Our approach to returns is guided by three principles:

Fairness: We’ll treat you the way we’d want to be treated—with honesty, respect, and a genuine desire to find a fair resolution.

Flexibility: Policies are guidelines, not rigid rules. We have the discretion to make exceptions when circumstances warrant, and we use that discretion generously.

Understanding: We know that life is complicated. Packages get stolen. Addresses get mistyped. Measurements get misread. We’ll work with you, not against you.

Whether you’re returning a $15 keychain or a $150 wall hanging, you’ll receive the same level of care and attention. Every customer matters, every situation is unique, and every interaction is an opportunity to build trust.

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Policy Updates and Changes

We may update this Refund and Return Policy from time to time to reflect changes in our practices, legal requirements, or customer feedback. When we make changes:

• The updated policy will be posted on this page

• The “Last Updated” date at the bottom will change

• For significant changes, we may notify customers by email

We encourage you to review this policy periodically. Your continued use of our website and services after changes are posted constitutes your acceptance of the updated policy.

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Conclusion: Shop With Confidence

We hope this comprehensive guide to our refund and return policy gives you the confidence to shop at Hyperward without hesitation. Our forever return promise, combined with our commitment to fair treatment and hassle-free processes, means you can explore our collection of coasters, windchimes, key holders, and wall hangings knowing that you’re protected.

Thank you for choosing Hyperward. We’re honored to be part of your home and your life, and we’re committed to ensuring that every interaction with us—even returns—leaves you feeling valued and respected.

Happy shopping, and remember: If you’re not happy, we’re not happy. We’ll make it right.

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Hyperward LLC: Your Satisfaction, Our Promise