Refund policy

☠️ CANCELLATION & MODIFICATION

💀 Changed your mind?
If you wish to cancel or modify your order, email us at cs@hanaye.store within 12 hours of placing your order. Please include your order number and details of the change you’d like to make.

🕒 After 12 hours, your order will be locked for processing and can no longer be changed or canceled.

⚠️ Please double-check all details before placing your order. Personalized items enter production immediately and cannot be modified, including shipping details. Design changes may also extend production time, so delivery may be delayed.

📜 By placing an order, you agree to these terms.

🔁 EXCHANGES

🔥 All items from HANAYE are custom-made just for you. As a result, we only accept exchanges under the following conditions:

  • ☠️ The product arrives damaged, scratched, or defective

  • 🪓 The product is missing parts or accessories

  • 🏕️ The product you received is different from the item shown or described on our website

We stand by the quality of our gear. If your order meets any of the above conditions, we’ll replace it free of charge.

📩 To request an exchange, contact us within 7 days of receiving your order. Please include your order number and clear photos of the issue so we can assist you quickly.

💳 REFUNDS (IF APPLICABLE)

Once we receive and inspect your returned item, we’ll email you to confirm its arrival and let you know whether your refund has been approved or denied.

✅ If approved, your refund will be processed automatically, and a credit will be applied to your original payment method within a few business days.

⏱️ LATE OR MISSING REFUNDS

If your refund hasn’t arrived yet:

  1. 🔍 Check your bank account again.

  2. 🏦 Contact your credit card company — it may take time before the refund appears.

  3. 💬 Contact your bank — processing times can vary.

If you’ve done all of the above and still haven’t received your refund, email us at cs@hanaye.store

📸 HOW TO FILE A CLAIM

To submit a claim, email us at cs@hanaye.store with:

  • 📦 Your order number

  • 📷 Photos of the defective item

  • 🖨️ For printing errors: close-up images of the issue

  • 📬 If items are missing: a photo of the package label and shipping details

Our support team will review everything and, if eligible, resend the product at no cost.
If a replacement isn’t possible, we’ll refund the full product cost, including shipping.

⚠️ We do not accept returns, refunds, or replacements caused by customer mistakes such as:

  • Wrong size, color, or design selection

  • Incorrect shipping address provided at checkout

Also note: up to 10% variation in color between product photos and actual items may occur due to lighting or display differences. This is not considered a defect.

🎁 GIFTS

If your item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the return’s value. Once we receive the returned item, we’ll email or mail you a gift certificate.

If the order was not marked as a gift, or the gift giver shipped it to themselves first, the refund will be issued directly to the gift giver.

📦 SHIPPING

You are responsible for the shipping costs of returning your item. Shipping fees are non-refundable.
If you receive a refund, the return shipping cost will be deducted from your refund total.

Depending on your location, delivery times for exchanged items may vary.

📜 HANAYE reserves the right to update or modify this policy at any time. By purchasing from us, you acknowledge and agree to these terms.