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return and exchange

Return policy​

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At Hada-Ki, we are dedicated to offering high-quality products and exceptional customer service. Your satisfaction is our priority, and if you are not entirely happy with your purchase, please refer to the policy outlined below.

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1. Eligibility for Returns

Change of Mind

Under the Consumer Contracts Regulations (2013), you may cancel your order and request a return within 7 days of receiving your items, provided the products are unused, unopened, and in their original packaging. For health and safety reasons, we cannot accept returns for opened or used skincare products unless they are faulty or not as described.

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Faulty or Damaged Products

If your skincare product is defective, damaged, or not as described, you are entitled to a replacement, or refund under the Consumer Rights Act (2015). Due to the hygiene-sensitive and perishable nature of skincare products, please notify us within 48 hours of receiving your item to ensure a prompt resolution.

Exclusions
Due to hygiene reasons, we cannot accept returns for:

  • Opened or used beauty, skincare, or cosmetic products.

  • Items marked as "final sale" or "non-returnable" (unless faulty).

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2. Return Process

To initiate a return:

  • Contact us within 30 days of purchase

  • Provide your order number, proof of purchase, and photos of the product. 

  • Once approved, we will provide you with a Return Authorisation Number (RAN) and detailed instructions.

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3. Return Shipping

  • Change of Mind Returns: Customers are responsible for the full cost of return shipping unless the item is faulty or damaged.

  • Faulty or Incorrect Products: We will provide a prepaid return label or reimburse reasonable shipping costs.

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4. Refunds and Processing

  • Refunds will be processed within 14 business days after receiving and inspecting the returned item.

  • Refunds will be issued to the original payment method.

  • Original shipping fees are non-refundable, except when the return is due to our error or a faulty product.

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5. Exchanges

We offer exchanges for defective or damaged products, subject to availability. Please contact our support team to arrange an exchange.

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6. Additional Information

  • Returns that do not meet the eligibility criteria may be refused.

  • Items returned without prior authorisation will not be accepted.

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Last update: 27/01/2025

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