Terms

TERMS OF USE AGREEMENT

1. Acceptance of the terms of use

These terms of use are entered into by and between You (Customer) and Hawaii Pharm, LLC (“Hawaii Pharm”, “we” or “us”). The following terms and conditions, together with any documents they expressly incorporate by reference (collectively, these “Terms of Use”), govern your access to and use of hawaiipharm.com, including any content, functionality and services offered on or through hawaiipharm.com (the “Website”), whether as a guest or a registered user. Placing an Order implies the immediate, complete and unconditional acceptance of the Terms of Use.

2. Terms of Use:

By making a purchase on this website (hawaiipharm.com) I, the Customer, agree to, and shall adhere to the following terms:

2.1. Shipping Terms:

2.1.1. Customer acknowledges that Hawaii Pharm ships all orders from Hawaii, USA with USPS (United States Postal Service).
2.1.2. Customers are responsible for all additional shipping costs that may arise from an incorrect address or refused shipment.
2.1.3. Hawaii Pharm is not responsible for packages held by Customs.
2.1.4. Hawaii Pharm is not responsible for international fees and customs duties, customs clearance, brokerage fees or taxes. The customer is responsible for any related charges. Customs clearance and all costs and risks involved in delivering goods from the seller's premises to their destination are the buyer's responsibility.
2.1.5. There are no guarantees about the terms of delivery for international orders. International packages are at your own risk. Confirmation of sending the package is a tracking number. After the package has departed from our post office, we relieve ourselves of all responsibility for its delivery, including time, customs clearance, loss and damage during transit to the recipient.
2.1.6. Tracking number that is provided to a customer when an order is shipped serves as proof of delivery.

2.2. Discreet shipping:

2.2.1. All orders are processed securely and discreetly by Hawaii Pharm representatives. Providing correct contact, billing and shipping information will ensure a smooth transaction. Any information that is missing may delay the order until all information is collected and processed. All orders will be wrapped in secure unmarked containers. There are no visible markings that indicate the content of the parcels.

2.3. Free shipping:

2.3.1. We offer free shipping on all orders placed in the continental United States, Hawaii and Alaska on orders that exceed $50.00. Free Shipping option is not available for international addresses.

2.4. Returns:

2.4.1. In order to initiate the return, customers need to create a return request in their customer profile order history page on our website and receive the Return Merchandise Authorization (RMA) number, or fill out the form on the Products Returns page: https://www.hawaiipharm.com/index.php?route=account/return/add . You may also contact Customer Support for assistance.
2.4.2. If for any reason the customer is not completely satisfied with the purchase, any retail sized product (2 oz and 4 oz) may be returned in its original condition within 30 days of receipt in order to receive a refund, replacement, or an exchange.
2.4.3. Returns caused by an error from our end shall be authorized if the customer has notified us within 7 days of receipt of goods.
2.4.4. For health, medical and safety reasons open products cannot be returned, restocked and refunded. These products must be destroyed if returned due to the nature of dietary supplements as they’re consumable products of personal use. Returns are accepted only if the container is not opened, and the shrink-band seal is not broken.
2.4.5. Shipping costs are non-refundable, so the real cost of shipping may be deducted from the refund amount even if your order had free shipping as a promotion when you placed an order.
2.4.6. Wholesale sized products (32 oz, 64 oz and 2 gal containers) may be returned within 14 days of receipt of the order. The items have to be returned in their original condition, with safety seals intact. Wholesale sized products are subject to a restocking fee which is equal to 15% of the total amount of the order. Restocking fee and real shipping cost shall be deducted from the amount that is to be refunded for the return.
2.4.7. Once the order is placed you may cancel it within 24 hours after the payment, but the order cannot be canceled once it's processed, and the status is changed to "shipped".
2.4.8. If you want a refund for your order after it's been processed - you may refuse the package upon arrival or return it and we will issue a refund once the package is returned to us.
2.4.9. Orders that have been refused may also be subjected to a restocking fee which is equal to 15% of the total amount of the order. We spend our time and resources processing your orders: using packing materials, purchasing shipping labels. The restocking fee is compensation for the work that's already done to process your order.
2.4.10. If the reason for the return is an error from our fulfillment of the order, then return shipping is paid by the seller.
2.4.11. If the reason for the return is not an error from our end but a change of mind, customer error or any other reason not caused by the seller - then return shipping is paid by the customer.

2.5. Wholesale Orders

2.5.1. For all wholesale orders, defined as orders exceeding 10 bottles or any quantity of products sized 32 oz or larger, shipping will be conducted with a 'signature required' service. The recipient must sign for the package upon delivery. Should a customer decline the option for Signature Required shipping, they accept full responsibility for the order once it is dispatched, including any risks associated with delivery. From the moment the order is shipped and a tracking number is issued, our responsibility for the order's delivery is waived, transferring all liability to the customer. This condition is established to protect both our customers and our business, ensuring that high-value orders are delivered securely and acknowledged upon receipt.
2.5.2. In the event of a package return due to the absence of a signature or any other reason within the customer's control, and if re-shipping is requested, the customer will be responsible for all re-shipping costs. Should the customer opt for a refund in lieu of re-shipment, a 15% restocking fee will be applied. It is the customer's responsibility to monitor the progress of their shipment and ensure receipt of the order.
2.5.3. Wholesale sized products are subject to a 15% restocking fee when returned, as per point 2.4.6 of this agreement, so as a precaution, prior to placing a wholesale order, the customer needs to verify the suitability and compatibility of the product by ordering a retail sized product for product testing.
2.5.4. Please note that we do not ship wholesale orders to P.O. Box addresses. Customers placing wholesale orders must provide a physical street address for shipping. This policy ensures that shipments are trackable and securely delivered, aligning with our commitment to reliable and efficient service.

2.6. Refund Policy:

Refunds may be requested under the following conditions:

2.6.1. If the order was placed by mistake, the shipping label has not been purchased, and the product has not been shipped. Once the shipping label is purchased the order cannot be canceled and a refund cannot be issued. In that case you may reject the parcel upon arrival and a refund will be issued once the parcel is returned to our warehouse.
2.6.2. If the order was received, but the product was damaged during transit, you may either ask for a refund or a replacement. Photos of the parcel and damaged products are required.
2.6.3. If the items received do not match the items listed in the invoice, you may either ask for a refund or a replacement. Incorrectly fulfilled items need to be reported within 7 days of receipt of goods. A photo of the products received is required.
2.6.4. Taste, color, smell, consistency of a product, allergic reactions or other adverse individual reactions are not grounds for refund for Wholesale options (32 fl.oz, 64 fl.oz, 2 Gal) if unopened products are not returned with containers and seals intact and in their original condition. The customer needs to verify the suitability and compatibility of the product by ordering a retail sized product for product testing.
2.6.5. For non-wholesale orders with retail sized products (2 fl.oz and 4 fl.oz options) we accept items for a refund request only if no more than one of multiple bottles of the same kind has been opened. All other items need to be unopened, sealed and shall be returned in their original condition. Opened products do not need to be returned. A refund shall be issued for both opened and unopened products. In some situations, you may still be requested to return the open products for internal investigation.
2.6.6. Once authorized, a refund shall be issued between 1 to 2 business days and the funds will be returned to the same payment method that was used to place an order. Refund processing times may vary depending on your financial institution that was used to place an order.

2.7. Chargeback Claims

2.7.1. All chargeback claims require supporting documentation, including but not limited to: proof of return shipment, evidence of damaged goods, or any other relevant information.
Customer agrees to make an attempt to settle the issue in good faith prior to initiating the chargeback claim by contacting Hawaii Pharm and providing supporting documentation and/or reason for a refund request. Supporting documentation may include but is not limited to: copy of correspondence with the seller, tracking information, photos of the product, etc.
2.7.2. If the customer has not taken steps to resolve a dispute with a seller, if the customer is unavailable and cannot be reached by seller or has not contacted the seller via email or support chat on the website, then chargeback claim is considered unauthorized, invalid and is not subject to authorization.

3. Legal Disclaimer:

3.1. Our products are herbal dietary supplements and have not been evaluated by the Food and Drug Administration. They are not intended to diagnose, treat, cure, or prevent any disease. The information and statements made are for educational purposes and are not meant to replace your doctor's advice. We recommend consulting with a physician before using our or any other herbal supplements. Hawaii Pharm does not offer medical advice, prescribe, or diagnose illness. Any use of the website, its content, and products obtained through the website is at your risk. Hawaii Pharm, its affiliates, or their licensors will not be liable for any damages arising from your use of the products or services obtained through the website.
3.2. California residents: Prop 65 in California requires businesses to provide warnings about significant exposures to chemicals that cause cancer, birth defects, or other reproductive harm. These chemicals can be in the products that Californians purchase. WARNING: This product can expose you to chemicals including lead, known to the State of California to cause cancer. For more information, visit www.P65Warnings.ca.gov.

4. Customer Signature

Customer Signature is electronically generated when a customer agrees to the Terms and Conditions of this Terms of Use Agreement by placing an order and clicking the checkbox at checkout.