RETURNS & REFUNDS (FOR DEFECTIVE GOODS ONLY)
Returns, exchanges and refunds of sale/ clearance items are strictly not allowed.
No returns, refunds and exchanges on not suitable, not match, change of mind and not liking the item situations. Due to hygiene and sterilisation purpose, we refrain from providing exchanges.
HAYA prides itself on original and unique products. With all of your purchases, we hope to provide the best possible service and goods. However, if the goods you have received is defective, we will verify it. Once we have verified and confirmed that the goods that you have received is defective, you can return your purchases to us in their original condition, for a replacement, within 7 days of receipt. Note - the value of refund will exclude shipping costs. Refund will only be offered if the item is out of stock.
If your order has been sent to a destination within Singapore, the full amount (exclude shipping costs) will be refunded. For orders outside Singapore, customs duties and sales taxes incurred by the purchaser are non-refundable.
The recipient will be responsible for the cost of returning any items. HAYA is not responsible for any returns lost or damaged in the post, buyers are advised to use a signed delivery service when returning goods. Considerations should be taken as returning goods may take up to 7 working days to arrive with us, unless sent via special delivery, so please ensure you allow enough time for any return.
HAYA thoroughly checks all items for any defects before dispatch, but as an extra precaution, we advise that customers check goods on receipt and before removing the product tag. Once this tag is removed, we will not accept any returns unless the item is defective.
Once we have received the returned goods in their original condition with the product tag in-tact, complete with all their original packaging, we will arrange for the replacement to be dispatched within 7 working days. If the defective goods is out of stock, replacement with other available goods with the same value or higher is allowed. Refund is applicable if replacement is not possible due to no similar product, colour, etc. We will refund the original credit or debit card used for the purchase. The refund will incur the value of the order excluding the original delivery charge. We try to process the refund procedure as quickly as possible once we have received the returned goods, but please allow up to 10 working days for the refund to be credited to your account. This will also depend on your bank or credit card issuer.
How to Return
- Send an email to firstname.lastname@example.org quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement.
- Send the the item(s) in all the original packaging. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that ensures you for the value of the goods.
- The return address is 1 Tampines North Drive 1 #08-52 T-Space Singapore 528559.
- Once your returned item(s) have arrived at HAYA and been verified by our customer services team we will process the refund. You will be notified either by phone or email informing you that your item(s) have been received safely and that we are processing your refund.
- Please allow up to 10 working days for monies being refunded to show up on your bank statement.
Important Returns Information
HAYA will not accept returns for items returned outside of the 7 days return period, or items that have been worn, marked (with stains, odour or damage) or where the product tag has been removed (unless the item is faulty). The item must be returned to us in its original packaging with the completed returns documentation enclosed.
Our decision will always be final with regard to the condition of items if we have reasonable grounds to believe they have been worn.
If what you have been sent is not what you originally ordered, please email email@example.com quoting your order number, name and address, product details and the reason for return. Please also advise whether you require a refund or a replacement. We will then respond via email or telephone on how to proceed with your return.
We reserve the right to withdraw delivery at any time.
We cannot be held accountable for delays in customs clearance.
You can cancel your order up to the point it is marked as fulfilled. Once it is marked as fulfilled it has been shipped and cancellation is not allowed.. For cancellations please email firstname.lastname@example.org