Contact Hencely
Email info@hencely.com or call 1-866-HENCELY with your order number.
Returns & Refunds
Hencely Customer Care
Returns & Refunds, Made Simple
We stand behind every towel and wall art piece we ship. If you are not completely happy with your purchase, our team is here to guide you through a clear and straightforward return process.
Eligible unused items may be returned within 30 days of delivery. Questions before starting a return? Contact our customer care team and we will help you determine the next step.
Hencely™ — The Art of Flair.
30-Day Returns For eligible unused items
Clear Process Simple return instructions
Friendly Support Real assistance when needed
Trusted Shopping Customer care before and after purchase
Start Your Return in Five Simple Steps
Please contact us before shipping an item back. Our team will review your request and provide the return instructions and return address.
Share the Details
Tell us why you would like to return the item and whether you prefer a return or an exchange.
Receive Instructions
We will send the applicable return instructions and the correct return address.
Ship the Item
Return the unused item in its original condition and packaging using a trackable shipping method.
Inspection & Refund
After the return is received and inspected, eligible refunds are processed within 5–7 business days.
What Can and Cannot Be Returned
To protect product quality and hygiene, returned products must meet the conditions below.
Eligible for Return
- Standard products returned within 30 days of delivery
- Items that are unused and unwashed
- Items in their original condition
- Items returned in their original packaging
- Eligible items accompanied by the requested order information
Non-Returnable Items
- Custom or personalized products
- Custom logo towels
- Custom or personalized metal wall art
- Items that have been used, washed, installed, or altered
- Final sale or clearance products marked non-returnable
Important: Please contact Hencely before mailing a return. Packages sent without the correct return instructions or address may experience delays.
What to Expect After You Contact Us
Return Request
Contact us within 30 days of delivery and provide your order details.
Return Shipping
Follow the instructions and use a trackable shipping method.
Inspection
We inspect the product after it arrives at the designated return address.
Refund Processing
Eligible refunds are processed within 5–7 business days after inspection.
Return Shipping, Exchanges and Order Issues
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged or there was a mistake on our end.
We strongly recommend using a trackable shipping method and keeping the tracking information until your return is completed.
Exchanges
Need a different size, color, or product? Contact our team and we will help determine whether an exchange is available.
Availability depends on current inventory and the condition of the original item.
Damaged, Incorrect or Missing Items
Please notify us as soon as possible when an order problem occurs. For damaged or incorrect products, contact us within 7 days of delivery and include clear photographs whenever applicable.
Damaged Product
Email photographs of the product and packaging, along with your order number and a brief explanation of the damage.
Wrong Item Received
Send your order number and a photograph of the item received. Our team will review the discrepancy and provide next steps.
Missing Item
Let us know which item was missing from your shipment. We will review the order and help resolve the issue.
Real Support, Real People
We Are Here to Help
Returns can be frustrating, so our goal is to make the process clear and helpful. Contact us with your order number and a brief explanation of what happened.
Frequently Asked Questions
How many days do I have to request a return?
Eligible products may be returned within 30 days of the date your order was delivered.
What condition must the product be in?
The item must be unused, unwashed, in its original condition, and returned in its original packaging.
How do I begin a return?
Email info@hencely.com or call 1-866-HENCELY with your order number and the reason for the return. We will send the applicable return instructions.
Should I ship my return before contacting Hencely?
No. Please contact us first so we can provide the correct return instructions and return address.
Who pays for return shipping?
Customers are responsible for return shipping unless the item arrived damaged or there was an error on our end.
Are custom products returnable?
Custom and personalized products, including custom logo towels and custom metal wall art, are generally non-returnable.
Can clearance items be returned?
Final sale or clearance products specifically marked non-returnable cannot be returned.
How long does a refund take?
After an eligible return is received and inspected, the refund is processed within 5–7 business days.
Can I exchange an item instead of returning it?
Contact us with the requested size, color, or product. Exchange availability depends on inventory and the condition of the returned item.
What should I do if my product arrives damaged?
Contact us within 7 days of delivery. Include your order number, photographs of the product and packaging, and a brief description of the damage.
What should I do if I received the wrong item?
Email us with your order number and a photograph of the item received. Our team will review the order and provide the next steps.
What should I do if an item is missing from my order?
Contact our team and identify the missing product. We will review the shipment and help resolve the issue.
Protect Your Return
Pack the Item Carefully
Return the product in its original packaging whenever possible. Make sure the item is protected during transit and that all requested order information is included.
- Use the original packaging when available
- Protect the item from moisture and transit damage
- Include the requested order information
- Use a trackable return shipping method
- Keep the shipping receipt and tracking number
More Ways We Can Help
Find answers about shipping, orders, products, wholesale services, and customer support.
Need Help With an Order or Return?
Contact our team with your order number and a short explanation of what you need. We will review the request and guide you through the appropriate next step.
Hencely™ — The Art of Flair.
This return policy applies to eligible purchases made directly through Hencely. Nothing in this policy limits any rights available under applicable law.
