Refund and Returns Policy

1. General Policy

At HUMIDE Resources, we aim to provide customers with quality haircare, personal care, cosmetic, soap, toiletry, and related products. Due to hygiene, health, safety, and product integrity reasons, products sold by HUMIDE Resources are generally not returnable, exchangeable, or refundable once opened, used, unsealed, damaged by the customer, or no longer in original condition.

2. Return and Refund Eligibility

A return, exchange, or refund request may be accepted only if the following conditions are met:

• The product received is damaged, defective, expired, leaking, or not in reasonable saleable condition upon delivery.
• The wrong product, wrong variant, wrong quantity, or wrong item was supplied.
• The item was missing from the parcel due to fulfilment error.
• The customer provides clear proof of purchase, such as order number, receipt, invoice, payment record, or confirmation message.
• The customer provides clear photo or video evidence showing the issue.
• The request is submitted within the required reporting period stated in this policy.
• The product has not been used, intentionally damaged, altered, contaminated, or disposed of before our review.

3. Non-Returnable and Non-Refundable Items

The following items are generally not eligible for return, exchange, or refund:

• Opened, used, unsealed, or partially consumed products.
• Shampoo, conditioner, tonic, hair mist, cosmetic products, skincare products, personal care items, soap, and toiletry products that have been opened or used.
• Products without original packaging, seal, label, barcode, batch number, or proof of purchase.
• Products damaged due to misuse, improper storage, heat exposure, water exposure, negligence, or mishandling by the customer.
• Products purchased during clearance sales, special promotions, bundles, discounted campaigns, or marked as final sale, unless defective or wrongly supplied.
• Products returned due to change of mind, personal preference, dislike of scent, texture, colour, packaging, or unsuitability after use.
• Products that cause individual sensitivity, irritation, or allergic reaction unless proven to be defective or contaminated.

4. Reporting Period

Customers must inspect their parcel immediately upon receiving it. Any issue must be reported to HUMIDE Resources as soon as possible.

Requests submitted after the reporting period may be rejected, especially if there is insufficient evidence to verify that the issue occurred before or during delivery.

5. Required Proof and Evidence

To process a return, exchange, or refund request, customers may be required to provide:

• Order number, invoice, receipt, or proof of payment.
• Full name and contact number used for the order.
• Clear photos or videos of the product issue.
• Photos of the outer parcel packaging and courier airway bill.
• Photos of the product label, batch number, seal, expiry date, or relevant details.
• Unboxing video, especially for missing item, damaged item, or wrong item claims.
• A short explanation of the issue and requested solution.

6. Return Procedure

If your request is eligible, please follow the steps below:

1. Contact HUMIDE Resources by email or phone within the reporting period.
2. Provide your order details, proof of purchase, and supporting photos or videos.
3. Wait for our review and confirmation before returning any product.
4. Do not dispose of, open further, use, or tamper with the product while the request is under review.
5. If a return is approved, we will provide instructions on how and where to return the item.
6. The returned item must be packed securely to prevent further damage during return delivery.

Products returned without prior approval from HUMIDE Resources may not be accepted, exchanged, or refunded.

7. Exchange Policy

If the product is confirmed to be damaged, defective, missing, or wrongly supplied due to our error, HUMIDE Resources may offer an exchange or replacement, subject to product availability.

• Replacement will normally be for the same product, same variant, and same quantity.
• If the same product is unavailable, we may offer an alternative product of similar value or a refund, subject to approval.
• Exchange is not allowed for change of mind, wrong selection by customer, dislike of scent or texture, or personal preference after purchase.

8. Refund Policy

Refunds are only provided where the claim is approved by HUMIDE Resources after review. Approved refunds may be processed using the original payment method or another method agreed by HUMIDE Resources.

• Refund processing time may vary depending on the payment method, bank, payment gateway, or platform used.
• Shipping fees, payment gateway fees, handling fees, and transaction charges may be non-refundable unless the issue is caused by HUMIDE Resources.
• Partial refunds may be offered where only part of the order is affected.
• HUMIDE Resources reserves the right to reject refund requests that are unsupported, fraudulent, abusive, or inconsistent with this policy.

9. Shipping Cost for Returns

Return shipping costs may depend on the reason for the return:

10. Damaged Parcel During Delivery

If the parcel appears damaged, wet, opened, torn, leaking, or tampered with upon delivery, please take photos or videos before opening it. If possible, inform the courier immediately and contact HUMIDE Resources with supporting evidence.

HUMIDE Resources will review the issue and may assist with courier-related claims where applicable. However, approval of compensation, replacement, or refund may depend on the courier’s investigation, available evidence, and the condition of the parcel.

11. Allergic Reactions and Product Suitability

Customers are responsible for checking product ingredients, usage instructions, warnings, and suitability before purchasing and using any product.

Individual reactions may vary depending on skin type, scalp condition, allergies, sensitivity, medical condition, product combination, and method of use.

HUMIDE Resources is not responsible for allergic reactions, irritation, discomfort, or unsuitability unless the product is proven to be defective, contaminated, or wrongly supplied.

12. Cancellation of Orders

Customers may request order cancellation before the order is processed, packed, shipped, or handed over to the courier.

• Once an order has been processed or shipped, cancellation may no longer be possible.
• If cancellation is approved, any refund may be subject to deduction of payment gateway fees, transaction charges, or administrative costs where applicable.
• HUMIDE Resources reserves the right to cancel orders due to stock unavailability, pricing errors, payment issues, suspicious transactions, or system errors.

13. Abuse of Return and Refund Policy

HUMIDE Resources reserves the right to reject claims, cancel orders, restrict purchases, or refuse service if we detect abuse of the return and refund process.

This may include false claims, repeated unreasonable requests, damaged products caused by customer misuse, missing evidence, suspicious unboxing claims, or fraudulent activity.

14. Final Decision

All return, exchange, replacement, and refund requests are subject to review and approval by HUMIDE Resources. Our decision will be based on the evidence provided, product condition, order records, courier information, and this policy.

HUMIDE Resources reserves the right to make the final decision on whether a request is approved, rejected, partially approved, exchanged, replaced, or refunded.