Fair Refund Policy

Refund Policy

We stand behind our premium email services with a transparent and customer-friendly refund policy designed to ensure your satisfaction.

Last Updated: January 23, 2026

Quick Summary

Understanding our refund policy at a glance:

24-Hour Window
Refund requests must be submitted within 24 hours of purchase for digital products
Defective Products
Full refund for non-working email accounts or technical issues on our end
Support First
Contact our support team before requesting refunds - we often resolve issues quickly
Quick Processing
Approved refunds are credited to your account balance within 24-48 hours

Table of Contents

1. Refund Policy Overview

At HS Mail, we are committed to providing high-quality digital asset support and advertising resources and ensuring customer satisfaction. This refund policy outlines the terms and conditions under which refunds may be requested and processed.

Important: Product-Specific Refund Terms

Each product listing on HS Mail includes specific refund requirements and time limits in its product description. Before making any purchase, customers are required to carefully review the product description for refund eligibility, conditions, and applicable timeframes. By proceeding with a purchase, you acknowledge and agree to the refund terms specified in that product's description.

Contact Support Before Purchase

If a product description does not contain refund information or if you have questions about refund eligibility, you must contact our support team before making a purchase. You can reach us via:

Account Balance Refund System

All refunds are credited to your HS Mail account balance (wallet), not returned to your original payment method. Refunded amounts can be used immediately to purchase any product or service on our platform. This ensures instant availability and convenience for future purchases.

Customer Satisfaction Promise

We value your business and strive to resolve any issues before considering refunds. Our support team is trained to help you get the most value from your purchases.

Key Principles:

  • Product-specific refund terms are clearly stated in each product description
  • All refunds are credited to account balance (wallet), not returned to payment methods
  • Transparency in all refund decisions
  • Fair treatment of all customers
  • Quick resolution of legitimate issues
  • Clear communication throughout the process

Effective Date: This policy is effective from January 1, 2024 and applies to all purchases made on or after this date.

2. Digital Product Refunds

Our primary products are digital assets and advertising resources, including social media accounts, email accounts, and related services. Due to the instant delivery and nature of digital products, our refund policy has specific guidelines:

Product Description Review Required

Before purchasing any product, you must review the product description carefully. Each product listing contains specific refund requirements, eligibility conditions, and time limits. If the product description does not include refund information, contact our support team via Telegram or our Contact Page before making a purchase to clarify refund terms.

2.1 Digital Product Characteristics

  • Instant Delivery: Products are delivered immediately upon payment confirmation
  • Digital Nature: Cannot be "returned" in the traditional sense
  • Immediate Access: Full product functionality is available right away
  • Non-Physical: No shipping or handling involved

2.2 Refund Considerations

Because digital products are consumed immediately upon delivery, refunds are evaluated based on:

  • Product functionality and quality
  • Accuracy of product description
  • Technical issues preventing use
  • Delivery failures or errors

Important Notice

All sales are considered final upon successful delivery of working digital products. However, we offer refunds for defective products or legitimate technical issues.

3. Eligible Refund Cases

We offer full refunds in the following circumstances:

3.1 Technical Issues

  • Non-Working Accounts: Email accounts that are inactive or suspended
  • Login Failures: Incorrect credentials or access issues
  • Service Interruptions: Systematic issues preventing account usage
  • Delivery Failures: Products not delivered within 24 hours

3.2 Product Quality Issues

  • Inaccurate Descriptions: Products significantly different from what was advertised
  • Missing Features: Advertised functionality not available
  • Security Concerns: Compromised or previously used accounts
  • Wrong Product: Different product delivered than ordered

3.3 Service Provider Issues

  • Our Technical Errors: Issues caused by our systems or processes
  • Double Billing: Accidental duplicate charges
  • Unauthorized Charges: Charges made without customer consent
  • Currency/Pricing Errors: Incorrect pricing displayed during purchase

Quick Resolution

Most technical issues can be resolved quickly by our support team. We encourage contacting support first, as many problems have immediate solutions.

4. Ineligible Refund Cases

The following situations typically do not qualify for refunds:

4.1 User-Related Issues

  • Change of Mind: No longer wanting the product after purchase
  • Incorrect Purchases: Buying the wrong product by mistake
  • User Error: Inability to use product due to lack of technical knowledge
  • Compatibility Issues: Product not compatible with user's setup

4.2 Third-Party Limitations

  • Provider Changes: Email providers changing their policies
  • External Restrictions: Geographic or regulatory limitations
  • Account Suspensions: Accounts suspended due to user violations
  • Service Updates: Changes to external email service features

4.3 Policy Violations

  • Terms Violations: Using products in ways that violate our terms
  • Reselling: Attempting to resell our products
  • Fraudulent Activity: Suspected fraud or abuse
  • Chargeback Abuse: Requesting chargebacks without attempting resolution

Non-Refundable After Use

Products that have been successfully used for their intended purpose (sending emails, accessing accounts) for more than 24 hours are generally non-refundable.

5. Refund Request Process

Follow these steps to request a refund:

1
Contact Support
Email us at help@hsmail.shop with your order details
2
Provide Information
Include order number, issue description, and screenshots if applicable
3
Review Process
Our team will investigate your case within 24 hours
4
Receive Decision
You'll get a response with our decision and next steps

5.1 Required Information

When requesting a refund, please provide:

  • Order Number: Your unique transaction ID
  • Purchase Date: When the order was placed
  • Email Address: Account associated with the purchase
  • Issue Description: Detailed explanation of the problem
  • Screenshots: Evidence of any errors or issues (if applicable)
  • Attempts to Resolve: Steps you've already taken

5.2 Response Timeline

Initial Response
We acknowledge receipt within 2-4 hours during business hours
Investigation
Thorough review of your case within 24 hours
Decision
Final decision communicated within 48 hours
Credit to Account Balance
Approved refunds credited to your account balance within 24-48 hours

6. Processing Timeline

Understanding when to expect your refund:

6.1 Account Balance Credit Timeline

  • Standard Processing: Approved refunds are credited to your account balance within 24-48 hours
  • Immediate Credit: In most cases, refunds appear in your account balance immediately after approval
  • Weekends/Holidays: Processing may take up to 48 hours during weekends or holidays
  • Verification Required: Additional verification may extend processing time to 72 hours

6.2 Factors Affecting Timeline

  • Complexity of the refund request
  • Additional verification requirements
  • Weekends and holidays
  • System maintenance or technical issues
  • Review and approval process completion

Account Balance Refund

All refunds are credited directly to your HS Mail account balance (wallet). This balance can be used immediately to purchase other products or services on our platform. Refunds are not processed back to your original payment method (bank, bKash, PayPal, etc.).

7. Refund Methods & Account Balance

Important: No Cash Refunds

HS Mail does not process refunds back to your original payment method (bank account, bKash, Nagad, PayPal, credit/debit cards, cryptocurrency wallets, or any other payment method). All approved refunds are credited directly to your website account balance (wallet).

7.1 Account Balance (Wallet) Refunds

Standard Refund Method: All refunds are processed as account balance credits:

  • Account Balance Credit: Refunded amount is added to your HS Mail account balance/wallet
  • Immediate Availability: Once credited, you can use the balance immediately for new purchases
  • No Expiration: Your account balance does not expire and remains available for future use
  • Full Amount: 100% of the eligible refund amount is credited (excluding any non-refundable processing fees)
  • Multi-Purpose Use: Use your balance to purchase any product or service available on our platform

Benefits of Account Balance Refunds

  • Instant availability - use immediately after credit
  • No waiting for bank or payment processor processing times
  • Convenient - use for any product on our platform
  • No additional transaction fees
  • Balance remains in your account for future purchases

7.2 Special Circumstances (Admin Discretion Only)

In extremely rare cases, and only at the discretion of HS Mail administration, alternative refund methods may be considered for:

  • Critical Technical Failures: Severe system errors preventing product delivery
  • Stock Unavailability: Product sold out after payment but before delivery
  • Account Closure: Permanent account termination at user's request
  • Regulatory Requirements: Legal or compliance requirements in specific jurisdictions

Alternative Refund Consideration

Alternative refund methods (such as bank transfers or payment method refunds) are only considered in exceptional circumstances and are subject to administrative review and approval. Standard practice is account balance credit for all refunds. There is no guarantee that alternative refund methods will be available, and all refund requests should be made with the understanding that refunds will be credited to account balance.

7.3 Refund Amounts

  • Full Refund: 100% of purchase price credited to account balance for eligible cases
  • Partial Refund: Prorated amount credited to account balance for partial service issues
  • Processing Fees: Non-refundable third-party payment processing fees are not included in refund amounts
  • Balance Currency: Refunds are credited in the same currency as your account balance

8. Disputes and Chargebacks

We prefer to resolve issues directly rather than through chargebacks:

8.1 Chargeback Prevention

  • Contact Us First: Reach out before initiating chargebacks
  • Faster Resolution: Direct resolution is typically faster than chargebacks
  • Better Outcomes: We can often provide better solutions
  • Avoid Fees: Prevents unnecessary chargeback fees

8.2 Chargeback Policy

  • Unjustified chargebacks may result in account termination
  • We provide evidence to payment processors for legitimate sales
  • Customers may be liable for chargeback fees
  • We cooperate fully with legitimate dispute investigations

Chargeback Impact

Initiating a chargeback prevents us from providing direct support for your issue. Contact our support team first for the best possible resolution.

8.3 Dispute Resolution

If you're not satisfied with our refund decision:

  • Request escalation to a senior team member
  • Provide additional evidence or information
  • Consider alternative resolution options
  • Use third-party mediation services if needed

9. Special Circumstances

We may make exceptions to our standard policy in certain situations:

9.1 Goodwill Refunds

  • Long-term Customers: Special consideration for loyal customers
  • Exceptional Circumstances: Unusual situations beyond normal policy
  • Service Failures: When our service doesn't meet standards
  • Miscommunication: When we fail to communicate clearly

9.2 Partial Refunds to Account Balance

We may offer partial refunds (credited to account balance) for:

  • Partially working products
  • Services used for a portion of the intended period
  • Products with minor defects
  • Compromise solutions in complex cases

All partial refunds are credited to your account balance and can be used for future purchases on our platform.

9.3 Alternative Solutions

All refunds are credited to your account balance. However, we may offer additional solutions:

  • Account Balance Bonus: Additional credit added to your account balance
  • Free Services: Complimentary additional services credited to your account
  • Extended Support: Additional technical assistance
  • Product Exchange: Swap for different products using your account balance

Note on Alternative Refund Methods

All refunds are processed as account balance credits. Alternative refund methods (bank transfers, payment method refunds) are only considered in exceptional technical cases at administrative discretion, as outlined in Section 7.2.

Customer Care

Our goal is to find a solution that leaves you satisfied with your experience. We're willing to explore creative solutions for unique situations.

10. Contact Information

For refund requests or questions about this policy:

Refund Support

10.1 What to Include

When contacting us about refunds:

  • Clear subject line indicating refund request
  • Order number and purchase details
  • Detailed description of the issue
  • Any relevant screenshots or evidence
  • Your preferred resolution

10.2 Support Hours

  • Email Support: 24/7 (responses during business hours)
  • Business Hours: Monday-Friday, 9:00 AM - 6:00 PM EST
  • Emergency Issues: Responded to within 4 hours
  • Weekends: Limited support for urgent refund requests

Need a Refund?

Our customer support team is ready to help you with any refund questions or requests. We're committed to resolving issues quickly and fairly.

Request Refund