Store Policy

Customer Care

We want your experience with Amazon Harmony to be clear and straightforward.

If you have questions about an order, delivery, a product or anything else related to your purchase, please contact us and we will do our best to help.

We aim to respond as clearly and promptly as possible.

Products and educational disclaimer:

Amazon Harmony provides cultural, traditional and educational information about Hapé.

We do not provide medical advice and do not claim that any product treats, cures or prevents disease.

Many traditional Hapé blends contain tobacco and nicotine. If you are pregnant or breastfeeding, have a medical condition or take medication, seek appropriate professional advice before using nicotine-containing products.

Product descriptions may include information about traditional use, ingredients, preparation and cultural context. These descriptions are provided for educational purposes and should not be understood as guaranteed effects or medical claims.

Age and legal compliance:

By placing an order, you confirm that you meet the legal age requirements applicable to the products you are purchasing and to your location.

You are responsible for ensuring that the products you order can be legally purchased, received and possessed in your country or region.

We reserve the right to request age verification and to refuse or cancel an order where we cannot fulfil it lawfully or responsibly.

Orders and payments:

Please check your order carefully before completing payment.

Once an order has been placed, you should receive an order confirmation by email. Please contact us if you do not receive confirmation or believe any order details are incorrect.

Orders are processed after successful payment.

We reserve the right to cancel and refund an order where a product is unavailable, where payment cannot be verified, where there is an obvious pricing or listing error, or where we cannot legally or reasonably fulfil the order.

Shipping and delivery (UK):

We dispatch orders from the UK.

Estimated dispatch and delivery times shown on our website are provided as guidance and are not guaranteed unless expressly stated.

Delivery times may be affected by postal services, couriers, weather, public holidays or other circumstances outside our control.

Please ensure that your delivery address is complete and correct when placing your order.

If an order is returned to us because an incorrect or incomplete address was provided, additional shipping charges may apply before the order can be sent again.

International shipping:

We offer international shipping to selected destinations.

Customers are responsible for checking whether the products ordered can legally be imported into their destination country.

International orders may be subject to customs duties, import taxes, handling fees or other local charges. These are normally the responsibility of the recipient unless stated otherwise.

Customs processing can delay delivery and is outside our control.

If an international parcel is refused, returned or held by customs, any refund will be assessed once the parcel has been returned to us and may exclude shipping, customs charges or other non-recoverable costs where permitted by law.

Returns and exchanges:

For health, hygiene and product integrity reasons, sealed products that are not suitable for return once opened cannot normally be returned after the seal has been broken.

If your order arrives damaged, incorrect or incomplete, please contact us as soon as possible, ideally within 24 hours, and include photos of the parcel, packaging and product where relevant. This helps us investigate the issue quickly.

If we confirm an error or damage, we will offer an appropriate solution, which may include a replacement or refund depending on the circumstances.

This does not affect your statutory rights.

Cancellations:

If you need to cancel your order, please contact us as soon as possible.

If your order has not yet been dispatched, we will do our best to cancel it and issue a refund.

If the order has already been dispatched, the applicable returns rules will apply.

This does not affect any cancellation rights you may have under applicable consumer law.

Lost or Delayed Orders

If your order appears to be significantly delayed, please contact us so that we can check the available tracking information and advise you on the next steps.

Delivery investigations may require us to wait for the relevant courier or postal service to complete its own investigation.

Where an order is confirmed as lost, we will provide an appropriate resolution depending on the circumstances.

Incorrect Delivery Details

Customers are responsible for providing complete and accurate delivery information.

If an order has already been dispatched to an incorrect address supplied by the customer, we may not be able to redirect or recover it.

If the parcel is returned to us, we will contact you regarding redelivery or any applicable refund.

Privacy policy:

We use customer information only where necessary to process orders, arrange delivery, provide customer support, manage subscriptions and maintain records required for accounting and legal compliance.

We do not sell your personal information.

Payments are processed through secure third-party payment providers, and we do not store your full card details.

We take reasonable steps to protect the personal information we hold and only keep it for as long as necessary for the purposes for which it was collected or where required by law.

For more information about how we collect, use and protect your personal information, please see our full Privacy Policy or contact us with any privacy-related questions or requests.

Wholesale and partnerships:

We welcome enquiries from suitable retailers, practitioners, facilitators and other businesses interested in working with Amazon Harmony.

Please contact us with information about your business, location and the products or type of collaboration you are interested in.

We will reply with further information and next steps where the enquiry is a good fit for Amazon Harmony.

Contact Us

If you have any questions about these policies, your order or our products, please contact us through the details provided on our Contact page.

We are happy to answer questions before or after you place an order.