01. Exclusive Cause for Refund
Refund requests shall only be accepted when the supply error is directly and demonstrably attributable to Huron Smith Oil. By way of example, the following are considered errors attributable to HSO:
- The shipment of a Product different from that requested by the Customer in the confirmed order.
- The delivery of a quantity lower than that invoiced, provided the difference is verified.
- The receipt of a Product which, while factory‑sealed, presents manufacturing defects or internal breakage that can be evidenced without the need to open the original packaging.
- Under no circumstances shall returns be accepted due to changes of mind by the Customer, errors made by the Customer during the purchase process, incompatibility with the Customer’s equipment or systems not previously reported, or any other cause not attributable to HSO.
02. Essential Conditions for Return
For a refund to be processed, the Products must meet all of the following conditions:
- Be in the same condition in which they were delivered, without having been used, opened or handled.
- Retain all factory seals, security seals and original closure systems intact, with no signs of tampering or alteration.
- Remain in their complete original packaging, including labels, manuals, certificates and any attached documentation.
- Not have been exposed to extreme temperatures, humidity, cross‑contamination or other conditions that may have compromised the integrity, quality or safety of the Product.
- In the case of samples, not have been removed from the original container or subjected to analysis, testing or manipulation of any kind.
- Failure to comply with any of these conditions shall entitle HSO to reject the return, without any obligation to provide a refund.
03. Request Procedure
- The Customer must notify HSO of the error within a maximum period of forty‑eight (48) business hours from receipt of the Product, by email to customerservice@huronsmithoil.com.
- Said communication must clearly indicate: the order number, the delivery date, the reference of the affected Product and a detailed description of the error detected, attaching photographs of the outer packaging, the intact seals and, if visible, the defect or discrepancy.
- HSO shall acknowledge receipt within twenty‑four (24) business hours and, if appropriate, shall issue a return authorization together with precise instructions for the return of the goods. The Customer must not return any Product without having previously received such written authorization.
- Once the Product has been received at our warehouses and compliance with all the established conditions has been verified, HSO shall inform the Customer of the final decision within a period not exceeding five (5) business days. If the refund is approved, it shall be processed through the same means of payment used for the purchase and shall be reflected in the Customer’s account within five (5) to ten (10) business days, depending on the financial institution.
04. Exclusions
No refund shall be granted in the following cases:
- Products whose factory seal or security seal has been broken, tampered with or is missing.
- Products that have been totally or partially consumed, mixed or used.
- Errors in the order arising from an incorrect selection by the Customer during the purchase process on the website or in the order communication.
- Damage caused during transport, unless HSO has directly contracted and managed the insurance of the goods and the damage is attributable to HSO under the terms of the agreed Incoterm.
- Perishable products, when the expiry of their shelf life is not attributable to inadequate storage by HSO.
05. Non‑Waivable Legal Rights
This Refund Policy applies without prejudice to any non‑waivable rights granted by the consumer protection legislation of the states of Florida and Mississippi, as well as any other mandatorily applicable state or federal regulations.
06. Contact for Refunds
- Email: customerservice@huronsmithoil.com
- Phone: +1 (866) 954-5938
- Postal address: 204 Hays St, Batesville, Mississippi, 38606, USA