Returns and Refunds Policy

We want you to be satisfied with your purchase from Hapstone. This Returns and Refunds Policy explains how to request a return, which products are eligible, who is responsible for shipping costs, and how refunds are processed.

This policy applies to orders placed through www.hapstone.pro.

30-Day Return Period

You may request a return within 30 calendar days after receiving your order.

The 30-day period begins on the date the order is shown as delivered by the shipping carrier. A return request submitted after this period may be declined unless the product is covered by a warranty or mandatory consumer protection law.

Return Eligibility

To be eligible for a voluntary return, the product must:

• be unused and in the same condition in which it was received;
• show no signs of installation, sharpening, testing, wear, damage, or modification;
• include all original parts, accessories, manuals, labels, and promotional items;
• be returned in its original packaging where reasonably possible;
• include the order number, receipt, or other proof of purchase.

Hapstone reserves the right to refuse a voluntary return or reduce the refund if the product is incomplete, damaged, used, modified, or returned in a condition that reduces its value.

How to Request a Return

Before sending any product back, contact Hapstone customer support:

• Email: [email protected]
• Phone: +380 50 102 89 99

Please include:

• your order number;
• the name of the product you wish to return;
• the reason for the return;
• photos or video if the product is damaged, defective, incomplete, or incorrect;
• your preferred resolution: return, replacement, repair, or refund.

If the return is approved, we will provide return instructions and the appropriate return address.

Products sent without prior authorization may be refused, returned to the sender, or processed with additional handling costs where permitted by law. Do not send a return to the address printed on the original parcel unless customer support confirms that address in writing.

Change-of-Mind Returns

A change-of-mind return may be accepted within the 30-day return period if the product remains unused, complete, and in resalable condition.

For an approved change-of-mind return, the customer is responsible for:

• the cost of return shipping;
• safe and secure packaging of the returned product;
• any customs charges, brokerage fees, taxes, or other return-related expenses;
• the original shipping cost paid or incurred by Hapstone, where deduction of that cost is permitted by applicable law;
• a reasonable handling or restocking fee, where permitted by law and confirmed before the return is shipped.

Any handling or restocking deduction will be based on the actual condition of the returned product and the reasonable costs of inspection, repacking, restocking, inventory processing, and payment administration.

Original shipping costs and handling fees will not be deducted where the return is caused by a confirmed defect, shipping damage, an incorrect product, or where such a deduction is prohibited by applicable law.

Customer Responsibility for Return Shipping

Until the return is delivered to the address provided by Hapstone, the customer remains responsible for the parcel.

We recommend that you:

• use a trackable shipping service;
• retain the shipping receipt and tracking number;
• use sufficient protective packaging;
• insure high-value shipments where appropriate.

Hapstone is not responsible for an unauthorized return or for a return that is lost, damaged, delayed, rejected by customs, or delivered to an incorrect address.

Abrasives and Strops

Sharpening stones, diamond stones, CBN stones, ceramic stones, lapping products, polishing compounds, emulsions, pastes, leather strops, and other abrasive or finishing products are technical consumable products.

Used abrasive products and used strops cannot be returned or exchanged because their condition and performance may change after first use, dressing, flattening, lapping, soaking, oiling, contamination, or contact with a blade.

A difference in cutting feel, speed, feedback, surface appearance, scratch pattern, slurry production, or other expected abrasive behavior is not by itself evidence of a defect.

Minor characteristics that do not prevent normal use may include:

• small edge or corner chips;
• minor surface marks;
• manufacturer lapping or grinding marks;
• small variations in color, thickness, dimensions, or surface texture;
• flatness variations within the stated manufacturing tolerance;
• a break-in period before the abrasive reaches its normal performance.

These characteristics are not considered defects when they fall within the product specification and do not materially affect normal performance.

Before using an abrasive or strop, inspect it carefully. If you believe the product arrived damaged, incorrect, or defective, stop using it and contact us immediately. Using, flattening, dressing, soaking, oiling, gluing, or otherwise modifying the product may limit our ability to verify a delivery-related claim.

This section does not limit your rights if an abrasive or strop has a confirmed manufacturing defect or was damaged before delivery.

Damaged, Defective, Incomplete, or Incorrect Products

Please inspect your order as soon as possible after delivery. Contact us promptly if:

• the product was damaged during transportation;
• the product has a suspected manufacturing defect;
• parts or accessories are missing;
• you received a product different from the one ordered.

Please provide clear photographs of the product, packaging, shipping label, and any visible damage. We may also request a short video or additional technical information.

After reviewing the case, Hapstone may offer, as appropriate:

• technical assistance;
• replacement parts;
• repair;
• replacement of the product;
• a partial refund;
• a full refund.

If an authorized return is required for a confirmed defective, damaged, or incorrect product, Hapstone will cover reasonable return shipping costs or provide another return solution.

In some cases, when returning the product would be economically unreasonable, we may resolve the claim without requiring the product to be sent back.

Non-Returnable Products

Unless required otherwise by applicable law, we cannot accept returns of:

• used abrasives, sharpening stones, strops, compounds, pastes, or emulsions;
• products damaged through misuse, improper assembly, or improper maintenance;
• products modified, drilled, glued, ground, sharpened, refinished, or repaired by the customer;
• products with missing components or accessories;
• personalized, custom-made, or specially ordered products;
• gift cards, digital products, and downloadable materials;
• clearance or final-sale products expressly marked as non-returnable;
• products sent back without return authorization;
• products returned after the applicable return period.

A non-returnable designation does not exclude claims concerning a confirmed defect, incorrect product, transportation damage, or any mandatory rights provided by applicable law.

Exchanges

To receive another product as quickly as possible, we normally recommend returning the original item and placing a separate order after the return has been approved.

In certain cases, customer support may arrange a direct replacement. Availability of a replacement is not guaranteed and depends on current stock.

Any price difference, additional shipping charge, tax, or customs expense related to a voluntary exchange may be charged to the customer.

Return Inspection

All returned products are inspected after delivery. The inspection may include verification of:

• the product identity and serial number, where applicable;
• the product condition;
• signs of use, installation, modification, or damage;
• the completeness of the package;
• included accessories, manuals, and components.

We will notify you if the return is approved, rejected, or subject to a deduction. If additional information is required, we will contact you using the details provided with the order.

Refunds

Once the return has been received and inspected, we will notify you of the refund decision.

If approved, the refund will normally be issued to the original payment method. Refund processing by Hapstone may take up to 10 business days after approval.

Your bank, card issuer, PayPal, or payment provider may require additional time to post the funds to your account. Hapstone cannot control processing times used by third-party financial institutions.

If more than 15 business days have passed since we confirmed that the refund was issued, contact us at [email protected].

Depending on the circumstances and applicable law, the refund may be reduced by:

• approved original shipping costs;
• return shipping paid by Hapstone on the customer's behalf;
• customs, brokerage, or carrier charges;
• an approved handling or restocking fee;
• loss of value caused by use, damage, missing parts, or improper packaging.

These deductions do not apply to confirmed defective, damaged, incomplete, or incorrect products unless the loss or damage was caused by the customer.

Cancelled and Refused Shipments

If an order has already been shipped, it may no longer be possible to cancel it.

A parcel refused by the recipient, not collected from a carrier, or returned because of an incorrect or incomplete address may be treated as a voluntary return.

Where permitted by law, actual outbound shipping, return shipping, customs, storage, carrier, and handling costs may be deducted from the refund.

Customs Duties and Import Taxes

Customs duties, import taxes, brokerage charges, and other governmental fees are generally not refundable by Hapstone because they are collected by customs authorities, carriers, or third parties.

Customers should contact the relevant customs or tax authority directly to ask whether any paid charges can be reclaimed.

Mandatory Consumer Rights

Nothing in this policy limits or excludes any consumer right that cannot legally be limited or excluded under the laws applicable to your purchase.

If the law of your country provides a mandatory cancellation period, warranty, remedy, refund, or reimbursement of standard delivery costs, those mandatory legal requirements will apply.

Contact Us

For questions about returns, exchanges, damaged products, warranty claims, or refunds, contact:

Hapstone Customer Support
Email: [email protected]
Phone: +380 50 102 89 99
Website: www.hapstone.pro