RETURN, EXCHANGE & CANCELLATION POLICY
To make your shopping experience with HANAMER as enjoyable as possible please read our returns, exchanges and cancellations policy
Conditions of return
To return an item, please contact us as soon as you receive the item via firstname.lastname@example.org.
Indicate your order number, issue and whether you would like a refund or exchange. We will contact you to confirm the return address.
The item must be shipped back within 14 days of delivery in its original unused condition, unwashed, unaltered and with original tags attached, for a full refund of the product price.
Re-pack the item in its original packaging or in a secure package with enclosing a covering letter indicating your order number. Please ensure you add the original proof of purchase (invoice) with your name and order number. You also have to include the return documentation that we will provide when you contact us.
Please obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting. Keep your certificate of postage safe as you will need this as your proof of return.
ENSURE that when returning an item a "RETURNED GOOD" are marked on the outside of the parcel. If you are outside the EU please mark also as "RE-IMPORT". Any import fee charged by customs due to the absences of the above when re-enter will be deducted from your total refund.
Please note that the buyer is responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for:
- Flash sales
- Items from sale section
- Custom or personalised/altered orders
- One of a kind items above 150 euro
- Gift Cards- gift cards cannot be returned and are valid for 2 years from the date of issue
We can’t refund your order if it doesn’t comply with our returns policy above.
Returned goods will be checked for quality and that our conditions of return were followed. Once cleared, you will receive a refund of the purchase price (excluding the shipping costs, duties, taxes and/or loss in value) directly to the original method of payment used for purchase. We do not charge restocking fees.
The whole process should take approximately 21 days. This includes the shipment back to our warehouse, which may take longer depending on your location. We will update you as soon as we have received and evaluated the returned item. We will inform you when the refund was approved and from that moment, you should receive your money within 3 working days.
Only standard registered shipping method via your local post office will be accepted - no express shipping as EMS, DHL, FEDEX or any courrier company.
Due to the limited nature of HANAMER items, we do not offer exchanges on item. If you would like a different item or size, we recommend purchasing the desired item and follow the returns process for a refund.
Undeliverable and Refused Shipments
If you refuse your package or the package is returned to sender, you are responsible for the original shipping charges as well as any customs fees or taxes that are incurred. If the package is undeliverable and returned to HANAMER Design, the shipping and return shipping total charges will be deducted from your merchandise payment amount refunded. In the instance that the price to return the merchandise exceeds the total amount of the merchandise including shipping costs, the package will be abandoned and you will not be refunded.
We are very sorry this happened to you and apologise for the inconvenience. We are here to help you in case you received a faulty item.
Please contact us via email@example.com with the following information:
Your Name, Order Number, Picture of the fault and a Description of the fault.
Please note faulty items need to meet the return condition of HANAMER. The item must be shipped back within 14 days of delivery in its original unused condition, unwashed, unaltered and with original tags attached, for a full refund of the product price. Read Conditions of return above.
A request for cancellation has to be made within 12 hours of order. We can assist you only within this time from your purchase, so please ensure all details on your order are correct before submitting it, in particular your email address and delivery address.