REFUND POLICY

ORDER CANCELLATION/ RETURN OR EXCHANGE POLICY.

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.