Returns & Refunds

Effective date: 23 August 2026

This policy explains cancellations, returns, exchanges and refunds. It does not limit rights that cannot legally be excluded.

Order cancellations

You may cancel without a cancellation fee before dispatch. Contact us promptly with your order number.
Once dispatched, cancellation may no longer be possible. For an approved prepaid return after dispatch, actual outbound and return-delivery costs may be deducted from the refund.
Repeated refusal of valid Cash on Delivery orders may result in advance payment being required for future orders.

Change-of-mind returns

You may request a change-of-mind return within 7 calendar days of delivery if the product is unopened, unused and uninstalled, with all original seals, packaging, accessories, manuals, gifts and labels intact.

We cannot accept a change-of-mind return for an opened, used, installed, altered or customer-damaged product, or for consumables, filters, spare parts and personal-care items whose hygiene seal has been opened. Contact Henzo for authorization before sending anything back.

For an approved change-of-mind return, the customer pays return delivery costs and the original shipping charge is not refundable.

Damaged, wrong or incomplete orders

Report visible transit damage, a wrong product or missing item within 48 hours of delivery. Send your order number, clear photos of the parcel and product, and any relevant video to WhatsApp +92 303 2449900 or support.henzo@gmail.com.

We strongly recommend recording one continuous unboxing video from the sealed parcel through the first inspection. It helps verify courier damage, missing parts or a wrong item. A missing video will not automatically invalidate a genuine claim, but other evidence may be required.

If Henzo verifies that the delivered item was wrong, incomplete, damaged in transit or defective on arrival, Henzo will arrange or reimburse reasonable return delivery and offer a repair, replacement or refund, as appropriate and subject to stock and inspection.

Faults after 48 hours

A fault reported after the initial 48-hour inspection period is normally handled under the applicable product warranty. Warranty duration and coverage vary by product and are stated on the product listing, invoice or warranty card.

Inspection and refunds

Do not return a product without authorization and instructions from Henzo.
All returned products are inspected before a replacement or refund is approved.
Approved refunds are initiated within 7 business days after inspection. A bank or payment provider may need additional posting time.
Cash on Delivery refunds are normally made by bank transfer after verified account details are provided.
Promotional gifts and bundled items must be returned with the product.

Who pays return shipping?

Henzo pays: verified wrong item, incomplete order, transit damage or defect on arrival.
Customer pays: approved change-of-mind returns and returns without a verified Henzo or supplier fault.
Warranty transport: after 48 hours, transport or service-centre charges depend on the brand's warranty terms. Henzo will explain any charge before collection or shipment.