Refund Policy

Refund and Return Policy

**Effective Date:** December 2025

1. Overview

At Mojo's Hemp House, customer satisfaction is important to us. However, due to the nature of hemp-derived products and legal requirements, our return and refund policy has specific limitations. Please read this policy carefully before making a purchase.

**Important:** All sales are final for opened, used, or consumed products due to health, safety, and regulatory compliance reasons.

2. Eligibility for Returns

2.1 Acceptable Returns

Returns are accepted ONLY under the following conditions:

Unopened and Unused Products:

- Product must be in original, unopened, sealed packaging

- Must be in resalable condition

- Must be returned within **30 days** of delivery date

- Must include original receipt or proof of purchase

- Must not be a restricted or prohibited product (see Section 2.2)

Defective or Damaged Products:

- Product arrived damaged during shipping

- Product is defective or does not meet quality standards

- Wrong product was shipped

- Must report damage/defect within **7 days** of delivery

- Photos of damage/defect may be required

2.2 Non-Returnable Products

The following products **CANNOT BE RETURNED** under any circumstances:

- Opened, used, or partially consumed products

- Products purchased during clearance or final sale events

- Products without original packaging or seals broken

- Perishable products or products with expired dates

- Products shipped to restricted states that were rejected/returned by carrier

- Custom or personalized orders

- Products without proof of purchase

3. Refund Process

3.1 How to Request a Return

To initiate a return:

1. Contact our customer service within the applicable timeframe (7 days for defects, 30 days for unopened products)

2. Provide your order number, product details, and reason for return

3. Include photos if claiming damage or defect

4. Wait for return authorization (RMA number)

5. **DO NOT** ship products back without an RMA number

**Contact Information:**

Email: mojoshemphouse@gmail.com

Phone: (317) 698-5569

Hours: 8:00 AM - 10:00 PM Daily

3.2 Return Authorization

Once approved, you will receive:

- Return Merchandise Authorization (RMA) number

- Return shipping instructions

- Return shipping address

Returns sent without an RMA number will be refused and sent back to you at your expense.

3.3 Return Shipping

Who Pays for Return Shipping:

- **Defective/Damaged/Wrong Item:** We pay for return shipping via prepaid label

- **Unopened Product (buyer's choice):** Customer pays for return shipping

- **Refused Delivery/Undeliverable:** Customer pays for both original shipping and return shipping

Return Shipping Requirements:

- Use a trackable shipping method

- Insure packages over $100

- Package items securely to prevent damage during transit

- Include RMA number on package exterior

- We are not responsible for lost or damaged return shipments

3.4 Inspection Period

Once we receive your return:

- We will inspect the product within **5-7 business days**

- Product must meet return eligibility requirements

- We reserve the right to refuse returns that don't meet our policy

- You will be notified of approval or rejection via email

3.5 Refund Processing

If return is approved:

- Refund will be processed within **7-10 business days** of approval

- Refund issued to original payment method

- Original shipping costs are **non-refundable** (except for defective/damaged/wrong items)

- Restocking fee of **15%** may apply to unopened returns (buyer's choice)

- You will receive email confirmation when refund is issued

Refund Timeline:

- Credit/Debit Cards: 5-10 business days after refund is issued

- PayPal: 3-5 business days after refund is issued

- Other payment methods: Varies by provider

4. Exchanges

We do not offer direct exchanges. If you wish to exchange a product:

1. Return the eligible product following our return policy

2. Place a new order for the desired product

3. We recommend placing the new order after receiving confirmation that your return was approved to avoid potential issues

5. Damaged or Defective Products

5.1 Reporting Damage or Defects

If you receive a damaged or defective product:

1. **Do not open or use the product** (if packaging damage is visible)

2. Contact us within **7 days** of delivery

3. Provide clear photos showing:

- Damaged packaging (if applicable)

- Product defect or damage

- Product label and lot number

- Any other relevant details

4. Provide your order number and description of the issue

5.2 Resolution Options

For confirmed damaged or defective products, we will offer:

- **Full refund** (including original shipping costs)

- **Replacement product** at no additional cost

- **Store credit** for future purchases

Choice of resolution is at our discretion based on product availability and circumstances.

6. Wrong Item Shipped

If we shipped the wrong product:

1. Contact us within **7 days** of delivery

2. Do not open the product if possible

3. Provide order number and photos of the item received

4. We will provide a prepaid return label

5. Once received, we will send the correct product or issue a full refund

7. Cancelled Orders

7.1 Before Shipment

Orders may be cancelled before shipment:

- Contact us immediately to request cancellation

- If order has not shipped, we will issue a full refund

- If order has already shipped, standard return policy applies

7.2 After Shipment

Once an order has shipped:

- Order cannot be cancelled in transit

- You must refuse delivery or follow standard return procedures

- Refused deliveries may incur return shipping charges

8. Refused or Undeliverable Packages

8.1 Customer-Initiated Refusal

If you refuse delivery of a package:

- You are responsible for original shipping costs

- You are responsible for return shipping costs

- Restocking fee of **20%** will apply

- Refund will be issued after package is received and inspected

- Net refund = Product cost - shipping costs - restocking fee

8.2 Undeliverable to Restricted States

If a package is returned because it cannot be legally shipped to your state:

- **No refund will be issued**

- You will be contacted to provide an alternative shipping address in a legal state

- If no alternative address is provided within 14 days, order is considered abandoned

- It is your responsibility to know local laws before ordering

8.3 Failed Delivery Attempts

If carrier cannot deliver due to:

- No one available to sign (adult signature required)

- Incorrect address provided

- Multiple failed delivery attempts

You have two options:

1. Contact carrier to arrange redelivery or pickup

2. Contact us to arrange return and refund (subject to return shipping fees)

9. Restocking Fees

Restocking fees may apply to certain returns:

- **15%** for unopened products (buyer's remorse)

- **20%** for refused deliveries

- **0%** for defective, damaged, or wrong products shipped by us

10. Store Credit

In some cases, we may offer store credit as an alternative to refunds:

- Store credit never expires

- Store credit is non-transferable

- Store credit can be used for any products on our Site

- Store credit cannot be redeemed for cash

11. Chargebacks and Disputes

Important Notice Regarding Payment Disputes:

If you have an issue with your order, please contact us directly before initiating a chargeback or payment dispute. We are committed to resolving issues fairly and quickly.

Chargeback Policy:

- Initiating a chargeback without contacting us may result in account suspension

- We provide evidence to payment processors for all chargeback disputes

- Fraudulent chargebacks may result in permanent ban and legal action

- We reserve the right to pursue collection for fraudulent chargebacks

12. Order Modification

Once an order is placed, we cannot guarantee modifications:

- Contact us immediately if you need to change your order

- If order has not been processed, we may be able to modify it

- If order has shipped, modifications are not possible

- Address changes after shipment must be arranged with the carrier

13. Quality Guarantee

We stand behind the quality of our products:

- All products are third-party lab tested

- Certificates of Analysis (COAs) available upon request

- Products meet all federal and state compliance requirements

- If you believe a product does not meet quality standards, contact us with details

14. Exceptions and Special Circumstances

We reserve the right to make exceptions to this policy on a case-by-case basis at our sole discretion. Special circumstances may include:

- Medical emergencies

- Natural disasters affecting delivery

- Carrier errors beyond customer control

- Other extraordinary situations

Contact us to discuss your specific situation.

15. Contact Us

For returns, refunds, or questions about this policy:

**Customer Service:**

Email: mojoshemphouse@gmail.com

Phone: (317) 698-5569

Hours: 8:00 AM - 10:00 PM Daily

Address: 4111 E 38th St, Indianapolis, IN 46218

Please include in all communications:

- Order number

- Product name and quantity

- Reason for return/refund request

- Photos (if applicable)

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Important Reminders:

- ✓ Returns accepted within 30 days for unopened products

- ✓ Report damage/defects within 7 days of delivery

- ✓ Get RMA number before shipping returns

- ✓ Original shipping costs are non-refundable (except defects)

- ✗ Opened or used products cannot be returned

- ✗ No returns on products from restricted states

By making a purchase, you acknowledge that you have read and agree to this Refund and Return Policy.

*Last Updated: December 2025*