Our commitment

At HIYÄM Wellness Living, we offer a carefully curated selection of products aligned with high standards of quality, integrity, and experience. Our policy is designed to balance the protection of our products with a premium, fair, and transparent customer experience.

 

1. Scope

This policy applies to all orders placed on the HIYÄM Wellness Living online store, from any country, including internationally shipped orders. HWL is a company registered in Quebec, Canada.

Purchases are subject to the laws of the Province of Quebec (Consumer Protection Act, R.S.Q., c. P-40.1) as well as applicable Canadian federal laws.

2. Return window

You have 14 calendar days from the date of receipt of your order to initiate a return request.

After this period, no return will be accepted, unless otherwise required by applicable law in your country of residence.

3. Return eligibility conditions

To be accepted, any returned item must meet the following criteria:

• Be in its original condition — unused, unopened, and undamaged
• Be in its complete original packaging, with all included accessories
• Be accompanied by the original proof of purchase (order confirmation or invoice)
• Not appear on the list of non-eligible items (see Section 5)

HWL reserves the right to refuse any return that does not meet these conditions.

4. Return procedure

To initiate a return, please follow these steps:

• Send a request to boutique@hiyamwellness.com with your order number, the item(s) concerned, and the reason for the return
• Wait for written confirmation from HWL with shipping instructions
• Carefully package the item and ship it to the address provided within 5 business days of receiving confirmation
• We strongly recommend using a tracked shipping method — HWL is not responsible for parcels lost in transit

No return will be accepted without prior written authorization from HWL.

Return shipping costs are the responsibility of the customer, except in cases of defective products or errors on our part.

5. Non-eligible items

The following categories are excluded from our return policy:

• Opened or used consumable products (essential oils, body care, supplements, used candles, etc.)
• Intimate, hygienic, or skin-contact products
• Limited edition, personalized, or made-to-order items
• Gift cards and HWL store credits
• Digital access or downloadable content once activated
• Items marked as final sale or clearance

6. Refunds

6.1 Processing time

Once the return is received and inspected, HWL will notify you by email of the approval or rejection. If approved, the refund will be processed within 5 to 10 business days.

6.2 Refund method

Refunds will be issued via the same payment method used at the time of purchase, unless otherwise agreed. All refunds are processed in US Dollars (USD) at the exchange rate applicable on the date of refund processing. HWL does not refund original shipping fees, except in cases of error on our part or a defective product.

6.3 Partial refunds

In certain cases, a partial refund may be granted — for example, if the item shows signs of use, is incomplete, or is not in its original condition.

6.4 Store credit option

In some situations, HWL may offer store credit as an alternative to a refund. This option will be clearly presented and remains at the customer’s discretion.

7. Defective or damaged items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of receipt at boutique@hiyamwellness.com with:

• Your order number
• Clear photos of the product and packaging
• A precise description of the issue

Upon validation, HWL will cover return shipping costs and offer, at the customer’s choice:

• A product replacement
• A full refund
• Store credit

8. Exchanges

HWL does not offer direct exchanges. To receive a different item, please initiate a return (if eligible) and place a new order separately.

9. International orders

For orders shipped outside of Canada:

• All customs duties, import taxes, and related fees are the sole responsibility of the customer and are non-refundable
• HWL is not responsible for delays caused by customs authorities or international carriers
• The customer is responsible for compliance with the import laws of their country
• International returns must meet the same conditions as domestic orders — return shipping costs are the exclusive responsibility of the customer
• HWL reserves the right to decline returns from countries subject to import/export restrictions

10. Flexibility & customer experience

In exceptional circumstances, and at its sole discretion, HWL may offer:

• Store credit
• Product replacement
• A tailored solution appropriate to the situation

This approach reflects our commitment to lasting customer relationships, aligned with the brand’s standards of excellence.

11. Abuse & fraud prevention

HWL reserves the right to:

• Refuse abusive or repeated return requests
• Suspend an account in cases of fraudulent behaviour or attempts to circumvent this policy
• Limit certain transactions deemed high-risk

12. Quebec consumer rights

In accordance with Quebec’s Consumer Protection Act, consumers residing in Quebec benefit from specific rights that cannot be diminished by this policy. In the event of conflict between this policy and Quebec legal provisions, the legal provisions prevail.

For more information: www.opc.gouv.qc.ca

13. Contact

For any return request or question regarding this policy:

Email: boutique@hiyamwellness.com

Please include your order number and a clear description of your request.