Refund policy
Refund and Return Policy
1. General Information
At our store, we work to ensure customer satisfaction and compliance with the consumer protection laws applicable in each country where we sell, including Chile.
This policy applies to all purchases made through our website henckon.com
2. Returns Due to Change of Mind / Regret
We do not accept returns or refunds due to a change of mind or regret once the product has been received, except in those countries or jurisdictions where the law grants consumers this right.
In cases where applicable legislation allows withdrawal or return within a specific period, the customer may exercise this right under the corresponding legal terms.
3. General Conditions for Authorized Returns
In cases where a return is applicable (by law or by express authorization from our store), the product must meet the following requirements:
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Be unused
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Be in its original condition
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Maintain its original packaging, labels, seals, and accessories (if applicable)
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Not show signs of excessive handling, damage, or wear
📌 The customer may inspect the product reasonably, as they would in a physical store. However, if the product shows signs of use that reduce its value, we may reject the return or apply a proportional deduction to the refund amount, as applicable and in accordance with applicable legislation.
4. Products That Cannot Be Returned
For reasons of hygiene, safety, or the nature of the product, we do not accept returns in the following cases, except where the law provides otherwise:
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Personalized or made-to-order products
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Personal hygiene, cosmetic, or sanitary products if they have been opened
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Products damaged due to misuse by the customer
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Products that are incomplete or missing accessories originally included
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Products that cannot be resold in new condition
⚠️ This restriction does not limit the consumer's rights in the event of a defective product or legal warranty.
5. Defective, Damaged, or Incorrect Product (Legal Warranty)
If the product arrives defective, damaged, has manufacturing defects, or does not correspond to the product purchased, the customer may request, as applicable:
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Product replacement
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Full or partial refund
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Repair (if applicable)
📌 This right applies even if the product has been opened or used, provided that the damage or defect is not attributable to misuse by the customer.
In the case of Chile, these rights are governed by the Consumer Protection Law and the applicable legal warranty regulations.
6. How to Request a Refund or Submit a Claim
To initiate a return, refund, or warranty process, you must:
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Contact us within a reasonable period from the receipt of the product
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Provide your order number and the reason for the claim
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Attach photographs or evidence of the issue if requested
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Wait for our confirmation and corresponding instructions
📩 Contact: moodpy@henckon.com
7. Shipping Costs
If the claim is due to an error attributable to our store (defective, incorrect, or damaged product during transportation), the associated shipping costs will be covered by us, where applicable.
If the return is made for reasons other than a proven defect (and the law allows such a return), shipping costs may be covered by the customer, unless applicable legislation provides otherwise.
8. Refunds
Once the claim has been approved and, if applicable, the returned product has been received, we will process the refund:
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Through the same payment method used for the purchase
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Within a reasonable period after the case has been reviewed
⏳ Final processing times may vary depending on the bank or payment provider.
9. Consumer Rights
This policy does not limit or replace the legal rights of consumers established by the laws in force in each country.
If there are differences between this policy and the applicable law, the provision that provides greater consumer protection will apply.
10. Contact
For inquiries, return, warranty, or refund requests: