RETURNS POLICY OF HOUSE OF HĀNM LTD.

www.hanm.co

Effective date: 1st March 2024

Introduction

At House of Hānm Ltd., our commitment is towards exceptional customer service and satisfaction. We understand that sometimes, a purchase may not meet your expectations or fit your needs. In such instances, we are more than willing to assist you with a return under the terms outlined in this policy. Our aim is to make the returns process as seamless and hassle-free as possible.

1. Eligibility for Returns

  • Products must be returned within 14 working days from the date of receipt.
  • Items must be in their original condition, unworn, undamaged, with all tags attached, and in their original packaging.
  • A 10% fine will be applied to items that are not properly folded or if the fabric arrives in poor condition, such as being heavily creased or carelessly packed into the bag. 10% will be deducted from the return of each item in this condition.
  • The return must include the original order number for reference. (ie. HĀNM252_ _ _ _)
  • 360 Contour under-caps from our Mini and XL ranges will not be refunded if opened. Once opened, these products are not returnable as instructed on the packaging.
  • Oud is not returnable.

2. Return Address

All returns should be sent to the following address:

House of Hānm (D23)
8 Advent Way
London N18 3AF
United Kingdom

3. Methods of Return

  • Postal Returns: Customers are responsible for return shipping costs. We recommend using a tracked and insured shipping method as House of Hānm Ltd. is not liable for lost or damaged parcels.
  • In-Person Returns: Direct returns to our address must be handed to a staff member at reception. The date of drop-off should be clearly written on the parcel. This ensures that we are promptly notified of the return.

4. Condition of Returned Items

  • Items must be returned with the original tags still attached and within the original packaging.
  • The product must be in a re-saleable condition, free from any signs of wear such as makeup stains, marks, fabric damage, missing elements, or perfume odors.
  • Returns showing any damage in transit due to inadequate packaging will not be eligible for a refund.

5. Faulty Items

  • In the rare event that you receive a faulty item, please contact us immediately at info@hanm.co. We will guide you through the return process for such items.
  • We need to be notified of any faults on items received within 7 days of receiving your order. 
  • Faulty items are eligible for a replacement of the same item (subject to availability), a full refund, or a store voucher. The resolution offered will be determined on a case-by-case basis at the discretion of our team.

6. Refund Process

  • Refunds are processed within 7 working days upon receipt of the returned item(s).
  • We do not provide return status updates via email. To track your return, please use the tracking number provided by your chosen courier. If you have not received your refund within 7 working days of your return being delivered to us, you may then contact our team for assistance.
  • Customers are advised to return items using a tracked shipping method. House of Hānm Ltd. does not send out notifications upon receipt of a return. If you have not received a refund within 7 working days of your return's arrival, please contact our customer service team with your order number for assistance.

7. Exclusions and Final Sale Items

  • Certain items may be excluded from the returns policy and will be marked as such at the time of purchase. These exclusions will be clearly stated on the product page.
  • Items purchased as 'final sale' cannot be returned unless they are faulty.

. Overseas Returns

  • International customers have 14 working days from the date of receipt to return any items.
  • Similar to domestic returns, items must be in their original condition, with all tags attached and in their original packaging.
  • Refunds for international returns will be processed within 7 working days after the returned items are received. Shipping and packaging costs are non-refundable and are the responsibility of the customer.
  • For items returned due to unpaid customs taxes, incorrect shipping addresses, or delivery refusals, only the product cost will be refunded. Delivery costs, including those covered by House of Hānm Ltd. for orders over £150 eligible for free delivery, will be deducted from the total refund amount.
  • House of Hānm Ltd. must be notified within 2 working days upon receipt of any faulty items by the customer.

9. Customs Duties and Taxes

  • House of Hānm Ltd. does not cover any customs duties or taxes imposed on international orders. These are the responsibility of the customer.
  • In the event of a chargeback on customs taxes for returned items, House of Hānm Ltd. will hold the refund for an additional 10 working days to accommodate potential charges.

10. Underpaid Postage

  • House of Hānm Ltd. will not cover any underpaid postage costs. It is imperative that customers ensure the correct postage amount is paid to avoid the parcel being returned by the courier. Additional costs incurred due to underpayment of postage will be borne by the customer.

11. Non-Refundable Items

  • Items returned without their original tags, packaging, or those missing labels will not qualify for a refund. Customers are liable for the delivery fees to have such items returned to them.
  • If delivery fees for the return of non-qualifying items are not settled by the customer within 7 days, House of Hānm Ltd. reserves the right to dispose of the items.

12. Refund Notification

  • While House of Hānm Ltd. does not routinely notify customers upon the receipt of a returned item, we encourage tracking your return to monitor its delivery status.
  • Should you not receive a refund within the specified 7 working days post-delivery of your return, please contact our customer service for assistance.

13. Absence of the Team

  • Operational days for processing returns exclude any periods when the team is away. Such absences will not count as working days for refund processing, and normal service will resume upon our return. Notification of these dates will be clearly provided on our website.

14. Contacting Us

  • For any queries or further assistance regarding the returns process, please don't hesitate to reach out to our dedicated team at info@hanm.co.

Conclusion

Our Returns Policy is guided by and conforms to the Consumer Rights Act 2015 of the UK. This legislation provides customers with clear rights regarding returns, refunds, and exchanges, ensuring you are protected when shopping online. By aligning our policy with UK law, we strive not only to meet the legal standards but also to exceed your expectations in terms of service and support.

We encourage our customers to familiarize themselves with their rights under UK law when making purchases. Our team at House of Hānm Ltd. is always here to assist with any questions or concerns you may have about your order or our Returns Policy. For further assistance, please contact us at info@hanm.co. We are committed to resolving any issues promptly and to your satisfaction, reinforcing our dedication to customer care and legal compliance.

Thank you for choosing House of Hānm Ltd. We value your trust and are dedicated to ensuring a positive shopping experience for all our customers.