Returns Policy

Returns

We hope you love your purchase, but if you need to make a return, we’re here to help. You may return most new items within 30 days of delivery for a full refund. To be eligible for a return, your item must be unused and in the same condition that you received it. If you receive a refund, you will only receive a refund for the returned item, shipping costs for the original purchase are non-refundable.

Items not eligible for returns:

• Live plants

• Custom Orders (ie. custom fish portal designs)

• Items damaged after arrival

How to Initiate a Return

To initiate a return, please contact us at info@hephium.com with your order number and reason for return. We will provide you with instructions on how to proceed.

Refunds

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If your return is approved, a refund will be processed within 1 -3 business days, and a credit will automatically be applied to your original method of payment.

Shipping Returns

You will be responsible for paying for shipping costs for returning your item. Shipping costs are non-refundable.

Exchange Policy

Exchanges

If your item arrives damaged, please contact us at info@hephium.com with details and photos of the damage within 3 days of receiving the item. We will provide you with the option to receive a replacement or a refund for the item excluding shipping costs.

If you choose a replacement, please confirm your address and we will send you a replacement within 5-7 business days. If you choose a refund, it will be processed within 1-3 business days after approval.

Shipping Policy

Order Processing

All orders are made to order and will be processed within 5-7 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout. Delivery estimates vary based on your location and the shipping method chosen.

Once we have shipped your package, it is out of our control. If your package does not arrive as expected, please review the tracking information provided to check the status of your order. If your package appears to be lost, please contact the delivery company first for assistance. If they are unable to resolve the issue, contact us at info@hephium.com, and we will arrange for a replacement to be sent to you.

Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

International Shipping

We currently only ship within the United States. If you are interested in placing an international order, please email us at info@hephium.com, and we will do our best to accommodate your request. We do not ship live plants outside of the United States.

Customs, Duties, and Taxes

Hephium is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).