Refund policy

RETURN AND REFUND POLICY — PHYSICAL PRODUCTS HO'OMAU RANCH Last Updated: July 15, 2026

Note: This policy applies to physical product purchases only. For tour bookings, please refer to our Tour Terms & Restrictions.

1. Damaged or Incorrect Merchandise

If a package appears visibly damaged upon delivery, you may refuse the shipment at the time of delivery.

If damage or defects are discovered after opening the package, please contact us promptly and provide photographs of the product, packaging, and shipping label where possible. Please retain all original packaging materials until the claim has been resolved.

At our discretion, damaged, defective, or incorrectly shipped items may be repaired, replaced, or refunded at no cost to you.

2. Returns — Physical Products

Physical products may be returned within 14 days of delivery if:

  • The item is unused
  • The item remains in its original condition
  • The item is returned in its original packaging

To initiate a return, contact us with your order number and details regarding your request.

Return Shipping: Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Restocking Fee: Unless the return is due to our error, damage, or a defective product, approved returns may be subject to a restocking fee of up to 20%.

Return Deadline: No returns will be accepted more than 30 days after delivery.

3. Refunds

Refunds will be processed to the original payment method after the returned item has been received and inspected. Please allow reasonable processing time for your bank or payment provider to post the refund.

4. International Shipping Restrictions

If we are unable to legally or practically ship a product to your location after an order has been placed, the order may be canceled and a refund issued. Any non-recoverable processing, shipping, or administrative costs may be deducted where permitted by applicable law.

5. EU Consumers — Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your goods without giving any reason, under the EU Consumer Rights Directive (2011/83/EU).

How to Exercise Your Right Notify us in writing before the 14-day withdrawal period expires. You may use our model withdrawal form here: 👉 https://www.hoomauranch.com/eu-right-to-withdrawal

Refunds for EU Withdrawals Upon valid withdrawal, we will reimburse all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal notice. Reimbursement will be made using the same payment method as your original transaction at no cost to you. We may withhold the refund until we have received the goods back or evidence of return shipment, whichever is earlier.

Return of Goods You must return goods within 14 days of notifying us of your withdrawal. Return shipping costs are your responsibility unless otherwise agreed.

Exceptions — The right of withdrawal does not apply to:

  • Goods that deteriorate or expire rapidly (e.g., perishable food products)
  • Sealed goods unsealed after delivery that cannot be returned for health or hygiene reasons
  • Goods made to your specifications or clearly personalized
  • Goods inseparably mixed with other items after delivery

6. Data & Privacy

Customer information will not be sold, rented, or shared with third parties except as necessary to process payments, fulfill orders, deliver services, comply with legal obligations, or operate our business through trusted service providers. We implement reasonable administrative, technical, and organizational safeguards to protect your information.

7. Tour Bookings

This policy applies to physical product purchases only. For all tour-related bookings, cancellations, and refunds, please refer to our separate Tour Terms & Restrictions.

8. Contact Us

For all return and refund inquiries, please contact us at: Ho'omau Ranch shop.hoomauranch.com