Refund policy
RETURN AND REFUND POLICY
30-Day Free Returns
You may request a return within 30 days after receiving your order. Returns are free of charge.
To be eligible for a return, the item must be in the same condition in which it was received: unworn, unused, with its original tags and packaging. Proof of purchase is also required.
Starting a Return
To request a return, contact us at info@hasakura.com with your order number, the reason for the return and, where relevant, clear photographs of the item.
If the return is approved, we will provide return instructions and the appropriate return address. Return locations may vary depending on the product and fulfilment location.
Do not send an item back without prior authorization, and do not send returns to our registered business address unless we specifically instruct you to do so. Unauthorized returns may not be accepted.
Return Shipping Costs
Return shipping is free for all approved returns, including change-of-mind returns. Hasakura covers the return shipping cost: once your return is approved, we will provide a return shipping label or reimburse the reasonable return shipping cost. We recommend using a tracked shipping service.
If an item is defective, damaged or incorrect, Hasakura will also cover the return shipping cost or provide another appropriate solution.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If an item is defective, damaged or different from what you ordered, contact us as soon as possible, preferably within 7 days, with photographs of the product and packaging.
We will review the issue and arrange a replacement, repair, price reduction or refund as appropriate. This requested notification period does not limit any mandatory consumer rights.
Exceptions and Non-Returnable Items
Personalized or clearly customized products cannot be returned for change-of-mind reasons unless they arrive damaged, defective or incorrect.
Gift cards cannot be returned. Items showing signs of wear, use, washing, alteration or damage caused after delivery may not be accepted.
Purchasing an item at a discounted or sale price does not affect any mandatory consumer rights.
Exchanges
The quickest way to obtain a different item or size is to request a return. Once the return is accepted, you may place a new order for the replacement item.
European Union Right of Withdrawal
Customers in the European Union have the legal right to withdraw from an eligible online purchase within 14 days after receiving the goods, without providing a reason.
Return shipping for withdrawals is free of charge; Hasakura covers the cost of returning the goods.
The right of withdrawal may not apply to goods made to the customer’s specifications or clearly personalized. These rights are separate from, and do not limit, the 30-day return policy offered above.
EU customers also retain their mandatory legal guarantee rights for goods that are defective or not as described.
Refunds
We will notify you after receiving and inspecting the return. If approved, the refund will be issued to the original payment method.
Please allow up to 10 business days after approval for us to process the refund. Your bank or card provider may require additional time to post it to your account.
For European Union withdrawals, refunds will be handled within the legally required timeframe. We may withhold the refund until the returned goods, or evidence that they were sent back, has been received.
Contact
For return or refund questions, contact info@hasakura.com.