Refund policy
Effective date: October 1, 2026
We want you to try Raw Hertz at home and decide for yourself. Every order is covered by a 100-night money-back guarantee: if the product is not for you, request a refund within 100 days of delivery and we will refund your purchase, even if you have used it.
This Refund Policy applies to purchases made on rawhertz.com from Engraving LLC, doing business as Raw Hertz ("Raw Hertz", "we", "us" or "our"). Products bought from third-party marketplaces or unauthorized resellers are not covered by this policy.
The 100-night money-back guarantee
To qualify:
- Request the refund within 100 days of the delivery date shown by the carrier.
- The order was placed on our Website and paid in full.
- The guarantee covers one order per customer and household. Additional orders of the same product are not covered.
Used products are covered. We ask only that you give the product a fair try before deciding.
How to request a refund
Email support@rawhertz.com with your order number and a short note on why the product did not work for you. Honest feedback helps us improve. We reply within 2 business days.
In most cases we will not ask you to send the product back. We may ask for a photo of the product or, in some cases, that it be returned to an address we provide, with a prepaid shipping label at no cost to you. Please do not send anything back unless we ask you to; packages sent without instructions cannot be processed.
When the refund arrives
Once your request is approved, the refund is issued to the original payment method within 5 business days. Depending on your bank or card issuer, it can take a further 5 to 10 business days for the refund to appear on your statement. If a return was requested, the refund is issued within 5 business days of the package arriving.
Exchanges
We do not offer item-for-item exchanges. If you would like a different product or variant, request a refund under this policy and place a new order. Replacements are provided for defective or incorrect items as described below.
Defective, damaged or incorrect items
If your order arrives damaged, defective or different from what you ordered, contact us within 14 days of delivery. Please include your order number and photos of the item and its packaging. We will send a replacement or issue a full refund, whichever you prefer, at no cost to you.
Limited warranty
Raw Hertz devices are covered by a 1-year limited warranty against defects in materials and workmanship, counted from the delivery date. If a covered defect occurs, we will replace the device or refund the purchase price, at our discretion.
The warranty does not cover:
- Damage from accident, misuse, liquid exposure, unauthorized repair or modification.
- Normal wear, including earbud tips, cables and cosmetic wear.
- Products purchased from unauthorized resellers.
To make a warranty claim, email support@rawhertz.com with your order number, a description of the issue and photos or a short video showing the fault. In most cases a replacement is shipped without the faulty unit being returned.
Order cancellation
We start preparing orders shortly after they are placed, so we cannot guarantee that an order can be cancelled. If you wish to cancel, contact us as soon as possible with your order number. If the order has already shipped, you can request a refund under the money-back guarantee once it arrives.
Refused and undeliverable packages
If a package is refused at delivery or returned to us as undeliverable, we will refund the product price less any return or disposal fees charged to us, once the package has been received back or confirmed disposed of by the carrier.
Our right to decline a refund
We reserve the right to decline refund requests that are made outside the eligible period, that relate to orders not covered by this policy, or where we have reason to believe the guarantee is being abused, for example repeated claims, multiple orders from the same household, or chargebacks filed while a refund request is being processed.
Contact
Questions about refunds or the warranty? Email us at support@rawhertz.com with your order number.