Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

📦 Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it:

  • Unused and unworn
  • In original packaging
  • With proof of purchase (receipt)


🔄 How to Start a Return

To initiate a return, please contact us at hello.hanavista@gmail.com.

Please note:

  • Return address will be provided upon approval of your return request
  • Items sent back without prior approval will not be accepted

If your return is approved, we will provide instructions on how to return your item.


🚚 Return Shipping

Customers are responsible for return shipping costs unless the item is:

  • Defective
  • Damaged
  • Incorrect

 

⚠️ Damages & Issues

Please inspect your order upon delivery and contact us immediately if:

  • The item is defective
  • The item is damaged
  • You received the wrong item

We will evaluate the issue and make it right.

 

❌ Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (food, plants, etc.)
  • Custom or personalized products
  • Used personal care items (for hygiene reasons)
  • Hazardous materials or flammable goods

We also do not accept returns on:

  • Sale items
  • Gift cards

 

🔁 Exchanges

The fastest way to get a replacement is to:

  1. Return the original item
  2. Place a new order after return approval

 

⏱️ Order Cancellation

Orders can be cancelled within 12 hours of purchase.
After this period, orders may already be processed and cannot be cancelled.

 

📦 Lost or Delayed Shipments

We are not responsible for delays caused by shipping carriers.
However, we will assist in resolving any delivery-related issues.

 

🌍 EU Customers (14-Day Cooling-Off Period)

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days without providing a reason.

Items must still meet return conditions:

  • Unused
  • In original packaging
  • With proof of purchase

 

💰 Refunds

Once we receive and inspect your return, we will notify you of the approval status.

If approved:

  • Refunds will be issued to your original payment method within 10 business days

Please note:

  • Your bank or payment provider may take additional time to process the refund

If more than 15 business days have passed since approval, please contact us at:
👉 hello.hanavista@gmail.com.