Refund & Return Policy

Last updated: October 23, 2026

Terpenes are concentrated, flammable, and sensitive to air, heat, and light. Once a container leaves our facility, we cannot confirm how it was stored or handled, and we cannot safely resell it. For these reasons, we do not accept returns, and all sales are final except as described below. We stand behind our products through our Customer Satisfaction Policy. This policy is part of our Terms and Conditions.

1. Order Cancellations
You may cancel your order for a full refund before it is fulfilled, meaning before it is packed and a shipping label is created. Email staff@helloterpenes.com with your order number as soon as possible. Once an order is fulfilled, it cannot be cancelled or refunded.

2. No Returns
We do not accept returns of opened or unopened products. Please do not send products back to us without written approval. Unapproved returns will not be refunded. Because terpenes are regulated hazardous materials, shipping them improperly may also break the law.

3. Damaged, Leaking, or Incorrect Items
If your order arrives damaged, leaking, or different from what you ordered, we will make it right.

Email staff@helloterpenes.com within 7 days of delivery.
Include your order number, a description of the problem, and clear photos of the product, the packaging, and the shipping label.
Keep the product and packaging until we resolve your claim.

After we review your claim, we will send a replacement of the same product. If it is unavailable, we will issue store credit or a refund to your original payment method. Claims reported after [7] days may not be eligible.

4. Customer Satisfaction Policy
We want you to love your terpenes. If you are unhappy with a product, contact us at staff@helloterpenes.com within 14 days of delivery. Tell us:

your order number and the product;
how you used the product, including your dilution percentage, carrier oil or base, and device or application; and
what results you expected and what you experienced.

In our experience, most problems come from how terpenes are used rather than from the product. Common causes are using too high or too low a concentration, poor mixing, or storing the product near heat or light. Our team will first help you troubleshoot and improve your results. See our FAQ for formulation guidance.

If we cannot resolve the issue, we may, at our sole discretion, offer a replacement, an exchange for a different profile, or store credit. The Customer Satisfaction Policy:

applies once per customer per product;
does not apply to bulk, custom, or split-profile orders, international orders, or products bought on clearance or final sale;
does not cover natural batch-to-batch variation in aroma, color, or clarity, or dissatisfaction with a scent profile you chose; and
does not require you to return the product unless we ask.

5. Bulk and Custom Orders
Bulk orders, custom blends, and orders split across several profiles are prepared to your instructions. They are final once portioning or production begins and are not eligible for the Customer Satisfaction Policy. Damaged, leaking, or incorrect bulk items are still covered under Section 3.

6. Lost Packages and International Orders
Domestic: Lost or stolen packages are handled under our Shipping Policy.
International: No refunds, replacements, or compensation are issued for international orders that are not successfully delivered, including orders held, seized, refused, or returned by customs. See our Shipping Policy.

7. Refund Processing
Approved refunds go to your original payment method within 5–10 business days of approval. Your bank or card issuer may take additional time to post the refund. Shipping charges are refunded only when the refund is due to our error or a damaged shipment. Store credit has no cash value and expires 12 months after it is issued unless the law requires otherwise.

8. Chargebacks
Please contact us before filing a chargeback so we can work with you directly. Filing a chargeback for an order that was delivered as described may lead us to close your account and refuse future orders. See Section 8 of our Terms and Conditions.

9. Contact Us
Email: staff@helloterpenes.com
Phone: (248) 909-2480
Mail: Growth Management, LLC, 4321 N Irish Rd, Davison, MI 48423

Nothing in this policy limits any rights you may have under applicable consumer protection laws.