Returns & Refunds Policy
We stand behind our products and want you to be satisfied with your purchase. Please review the conditions below before requesting a return or refund.
1. Eligibility for Returns & Refunds
1. Defective or Damaged Products. If your item arrives damaged, defective, or materially different from what you ordered, notify us at contact@hanae.shop within 30 days of delivery. Include your order number and photographs of the issue. Approved claims are replaced or refunded at no additional cost  .
2. Lost Orders. If your package never arrives, please contact us within 30 days of the estimated delivery date. We will investigate with the carrier and provide a replacement or refund where appropriate .
3. Unopened & Unused Products. You may return unopened and unused bottles within 30 days of delivery. Return shipping is at your expense. Returns received after 30 days may not be accepted.
5. Buyer’s Remorse. Returns for change-of-mind or dislike of the product. Contact us if you have concerns and we will work with you on a case-by-case basis.
6. Incorrect or Incomplete Addresses / Unclaimed Packages. Orders returned due to an incorrect address or unclaimed delivery are not eligible for refund until you pay reshipment fees and the package is successfully reshipped .
2. Return Procedure
1. Request Authorization. Email contact@hanae.shop within 30 days of delivery with your order number and reason for return. We will respond within two business days.
2. Return Instructions. If your return is approved, we will provide a Return Authorization Number and a secure U.S. return address. We use a professional mail forwarding service that accepts packages and forwards them to our office. Please do not send returns without prior authorization or to our fulfillment partner, as they cannot accept returned goods.
3. Shipping Your Return. For non‑defective items, you are responsible for return shipping costs. We recommend using a trackable service to ensure your return is received.
4. Inspection. Once we receive and inspect your return, we will notify you of the approval or rejection of your refund within five business days.
3. Refunds & Store Credit
1. Store Credit (Default). Approved refunds are issued as store credit equal to the purchase price (excluding original shipping). Store credit can be applied to future purchases and does not expire.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@hanae.shop. Please note that returns will need to be sent to the following address: 1445 North Loop West 242F #1398 Houston, TX 77008, United States
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contact@hanae.shop.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@hanae.shop.
2. Refund to Payment Method. If you prefer a refund to your original payment method, please request this when you contact us. Once processed, refunds typically appear in your account within 5–10 business days, depending on your bank.
3. Replacements. Approved replacements for defective or damaged items are shipped at no cost to you. Replacement orders generally ship within 3–5 business days after approval .
4. Non‑Returnable / Non‑Refundable Items
1. Final Sale Items. Gift cards and promotional items are final sale and cannot be returned.
2. Orders Refused at Delivery. Packages that are refused for reasons other than damage or defect are not eligible for refund.
Contact Us
For questions about returns or to start a claim, please email contact@hanae.shop. Our customer care team responds within one business day. A physical Returns address will be provided upon approval.
