Refund PolicyUpdated 2 months ago
Online Store Returns & Refunds
We want you to be happy with your Harmonic Arts experience. If you need to return a product purchased directly from our online store, please review our policy below:
Eligible for Return or Store Credit
- Unopened Products: Must be initiated within 30 days of purchase. Items must be unused and in their original packaging.
- Opened Products (Quality Concerns):Generally non-refundable, unless the item was purchased within the last 30 days and has a confirmed product defect or quality issue.
Items Not Eligible for Return
- Items purchased more than 30 days ago.
- Special Sizes:454g and500mlproducts.
- Clearance Items: All sales are final.
- Improper Storage: Products exposed to heat, moisture, or sunlight after delivery.
- Third-Party Purchases: Items bought via Amazon or other retailers must be handled through their respective return channels.
The Details
- Shipping: Return shipping costs are the customer's responsibility unless the return is due to our error or a product defect. Original shipping and insurance costs are non-refundable.
- Authorization: All returns require prior authorization from our team.
How to Start Your Return
If your purchase meets the criteria above, please email our team at [email protected] with the following details:
- Order Number
- Product Status:(Unopened or Opened)
- Reason for Return: If the product is opened, please provide a brief description of the quality concern or defect.
- Photos: If the product is opened or damaged, please attach clear images of the issue.
Our team will review your request and respond within 2 business days.
Refund Process
- Eligibility: Refunds or store credits for opened products are issued at our discretion for verified quality issues or defects reported within30 days of purchase.
- Processing: Once your return is received and approved, refunds are issued to your original payment method.
- Non-Qualifying Returns: If an item is returned and found to be ineligible (e.g., used, opened without a defect, or outside the 30-day window), a refund or store credit will not be issued.
Amazon & Third-Party Retailers
We only accept returns for items purchased directly through the Harmonic Arts website. If you purchased our products through a third-party retailer—including Amazon or duty-free locations like Vancouver International Airport (YVR)—please contact that retailer directly. Their specific terms and conditions will apply to your return.
Lost, Stolen or Damaged Products
Please review our Shipping Policy >
Additional Notes
We reserve the right to refuse returns that do not meet our policy.
Harmonic Arts may update this policy at any time without notice.
Wholesale Customers
To review our Wholesale return and refund policy, please review our wholesale policy.
Policy updated: February 11th, 2026