01. General principle
This Returns and Refunds Policy applies to products purchased through the HSO marketplace. HSO administers the returns process even when a product is fulfilled or shipped by a partner. No product may be returned without an RMA issued by HSO.
02. Return scenarios
Eligible returns must be initiated within the specific timeframe indicated for the applicable product category. Where no different timeframe is indicated on the product page or in an Order Confirmation, HSO may accept requests initiated within thirty (30) days of delivery for eligible products.
- The provision of a service 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.
03. 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.
04. Request procedure
General Return Period for Eligible Products
Unless a specific product category provides otherwise, HSO may accept return requests initiated within thirty (30) days after delivery for eligible products.
- Products subject to warranty restrictions, regulatory requirements, final-sale status or special conditions may be subject to different return periods.
05. Non-returnable / final sale products
Products that may be non-returnable or final sale, subject to legal and commercial review, include custom-built equipment, special-order products, configured products, opened or sealed safety products, hazardous materials, products subject to regulatory restrictions, used or installed products, products with altered serial numbers and certain electrical or electronic components.
- 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.
06. 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.
07. Contact for refunds
- Email: contact@hsopetroleum.com
- Phone: +1 (866) 954-5938
- Postal address: 204 Hays St, Batesville, Mississippi, 38606, USA