TERMS OF SERVICE

TERMS AND CONDITION:

INFORMATION ABOUT THE WEBSITE AND THE GOODS

We try to make sure that all information on the website, including descriptions of our goods, and listed prices, are accurate and correct at all times. However, mistakes do happen. We will try to resolve all information errors on the website as soon as reasonably possible, and if we reasonably think that such an error has affected your order(s), we will try to let you know. You should bear in mind that buying clothing and accessories over the internet provides a different shopping experience to buying in-store. In particular you acknowledge that:


The colours which are shown for the goods on the website will depend on many factors – including your display settings;

  • All sizes and measurements are approximate;
  • All goods are subject to availability - we may not be able to supply your order;
  • Any delivery estimates given on the website or by email are estimates only;
  • The goods and promotions which are offered on the website may not be available in-store, and vice-versa.

You are responsible for ensuring that your login details, password and all other details in relation to your account remain confidential at all times.

HOW TO PURCHASE ONLINE


A Few steps & Instructions on how to purchase Online:

  • Adding product to your shopping basket
  • Enter login details
  • Enter billing address details
  • Enter delivery address details
  • Confirmation of order

Your order only constitutes an offer to purchase goods from us, and does not form a binding contract until accepted by us. Where you order more than one product your order contains a series of offers for each product individually. On receipt of your order, we will send you an order acknowledgement email to the email address which you provide in the order process.

This order acknowledgement email will contain your order number, details of the goods ordered. Note that this email is only to acknowledge that your order has been received, and is not acceptance by us of any offers to purchase goods. We must receive full payment of the price of the goods before we can process your order.

Upon finishing your order we will dispatch the product to you and send you an order dispatch email which includes details of the product, Tracking number. If a product is not available we will exclude details of the unavailable product in the email.

 

PLEASE NOTE while you may have chosen to view prices in your local currency, all transactions are processed in AED at checkout. You will find that what has been deducted from your bank account is the amount in your local currency and not AED.

Delivery charges will be applied based on the delivery address chosen and these will be displayed in the order process. All prices are, unless otherwise stated, exclusive of vat and other applicable taxes.

 ORDER CANCELLATION 

You have the right to cancel your order or any item purchased online from Hanayen If you have not yet received your order, please contact customercare@hanayen.ae as soon as possible to arrange a cancellation before the order is dispatched for a full refund.

 

All order cancellations must be made in writing, quoting your order reference number, within 2 working days starting the day after you receive your order. If your order has been already been processed and dispatched to you, it will be necessary for you to return the goods following our return procedures detailed above so we can process your refund. We will issue a full refund for items purchased online that are returned exclude shipping costs.The cost of return and care of the package are your responsibility until it reaches us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain all records of delivery.

 

These terms and conditions form a legally binding contract between us and you. Your acceptance of the terms and conditions will apply when you purchase goods from us. You should read these terms and conditions carefully before buying anything our website.

We reserve the right to change the terms and conditions under which the website and the productsare provided. Any such change in terms and conditions will be effective to all new orders once included in the text of these terms and conditions and published on the website. You should check the terms and conditions posted on the website. If you have any questions about the terms and conditions, the goods or the website please email us at customercare@hanayen.ae.

 

EXCHANGE / REFUND

For refunds/exchange requests, kindly send us and email at customercare@hanayen.ae noting your order number. 

*Terms & Conditions: all goods are your responsibility once in your possession, so please handle all goods with extreme care and ensure that you send the package by a method, which insures the value of the goods, as well as retaining your proof of postage. If the goods do not reach us within 60 days of receipt, we reserve the right not to process your return. In order to process a refund, the goods must be returned to us intact, unworn, and undamaged and within 90 days of receipt of goods. When trying on items of clothing, please ensure do not use unnecessary force and ensure you are not wearing perfume /deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. we do not offer refunds on any products if the tag/card is missingand has been remove.

 

EXCHANGE SHIPPING

If the size fit is not to your liking and you wish to exchange, you can get a new size or a completely different item design (within the same price of the original item purchased or less) once we have receive the item back, we may be able to exchange your order (1) time, and we will return/collect any payment adjustments.

RETURN SHIPPING COSTS

Return the product(s) in new and unworn condition in the original packaging in accordance with our returns policy. We do not refund the original shipping fees, however.

If you choose to return the item on your own, you'll pay the carrier at the time you ship your return.

 

Hanayen will not reimburse the customer for the cost of return shipping costs.

REFUNDS

We inspect all products sent before shipping to ensure the highest possible standards, but if you wish to obtain a refund, simply return the goods to our warehouse within 30 days of receipt & subject to the terms and conditions detailed below.* 

 

We will issue a full refund for items purchased online that are returned according to our Returns Policy. Your refund will be credited to the original purchaser's credit card and will exclude shipping costs.

If the date on your credit card has expired or for any reason the original card has been cancelled, please Note It is not possible to refund to a different card. the refund to the old card number will credit, the funds will transfer to the correct account, though it may take longer than normal. If your Bank have been issued a new card as a replacement for the old card (but still linked to the same account) .

If a promotional discount was applied to your original order, the amount charged and eventually refunded if necessary will be adjusted to allow for the revised order value and appropriate discount level.

Please note, in the case of a full refund being demanded, all complementary items received within the package must be returned too. If your item was a part of a promotional package, for e.g.. Buy one get one free; the free item must also be returned, otherwise, the cost of the free item will be deducted from the refund amount initially due. 


All returns are processed in order of arrival. Once received, a return may take up to 7 working days to be processed or more during busy and sale periods.

If you have not heard from our returns team within 10 working days of your parcel being delivered, please contact customercare@hanayen.ae Customers will receive an email notification once their return has been processed (please check your Spam/Junk folder for this automated message). Kindly note, once a refund has been completed by Hanayen, the time frame it can take to appear in your bank account will depend on your bank's policy. As a general guideline, funds may take up to 10-14 days to appear in your account once a refund has been issued.

 

Any item(s) returned with damage caused by the customer (from personal use, wear or insufficient packaging when returning the item(s)) shall be returned to the customer.


DELIVERY POLICY
Standard: Processing time: 5 days + Shipping time: 3-5 working days of delivery / shipment and applies to ALL countries.

Orders will usually be dispatched within 3-5 working days but a 7 days allowance should be considered during our high sales period because preparation may take slightly longer. You will be sent an email confirmation once your order has been dispatched with tracking information. We will be unable to redirect orders once items have been dispatched. We try to make sure that our standard order preparation + delivery period will be 4-10 business days after the date you place your order.

Hanayen reserves the right to choose any delivery courier depending on the country.

Shipping times may vary during bank/public holidays and during peak periods. We cannot be held responsible for delays which may occur as a result of courier related matters, severe weather conditions and any Act of God.

“(Website) will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE”.

 

TAXES & DUTIES

For all orders from our online store, the customer will be responsible for any Import and Clearance duties as well as any brokerage fees including any other additional charges. We operate on a DDU (Delivered Duty Unpaid) basis. This is operated by our courier FedEx / DHL on a 'pay on delivery' basis. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.