REFUND POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To start a return, you can contact us at support@hayni.jp with a detailed reason for return and pictures or a video of the product that supports your reason.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us ( support@hayni.jp ) 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.
- Items that have been received for more than 30 days (regardless of whether they have not been used)
- Items that have been used
- Items that have been defective, such as smelly, stained, scratched or damaged by the customer.
- if the condition of the Items when they are returned to us differs significantly from the condition declared at the time of the return request.
- products whose packaging has been opened.
- sale items, outlet items and other items with an 'order cancellation/return policy' on the sales page.
- our products purchased outside the HAYNI.Official Store.
Exchanges
If you wish to exchange a product, please return the item first and, after we receive the return, please make a new purchase for the desired item.
If you want to return an item, plrase contact us ( support@hayni.jp ) before you arrange teh return.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Precautions for return shipment
To assure your refund please use a trackable international shipping service, we are not liable for any return packages that may become lost or stolen in-transit.
Frequently Asked Questions
1.Do I have to cover the return shipping costs?
A.The return shipping costs will be covered by our store. Please temporarily pay the shipping fee when sending the return. Once the returned item arrives at our store, we will refund the shipping costs to you. We will provide more detailed instructions when you request a return, so please check your email.
2.What happens to the coupon I used if I return the item?
A. We are sorry. The coupon used will be invalidated upon return.
3.Is it possible to return or exchange items purchased outside of the HAYNI official store?
A.We do not accept returns or exchanges for items purchased outside of our shop. Returns and exchanges are only available for items purchased directly from our shop.
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