Refund policy

HAYA SHOPS – RETURNS & EXCHANGE POLICY

RETURNS POLICY

At HAYA SHOPS, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are happy to assist with returns and exchanges under the conditions below.

We accept returns for all non-sale items within 14 days of delivery, provided that:

  • Items are returned in their original condition
  • Unworn, unwashed, and unused
  • All tags and swing labels remain attached
  • Returned in the original clear packaging
  • Free from perfume, deodorant, makeup marks, stains, odors, or any signs of wear

For hygiene and quality assurance reasons, we reserve the right to refuse any return that does not meet these conditions. Refused returns will be sent back to the customer at their expense.

Please note:

  • Original shipping charges are non-refundable
  • Orders shipped under a free shipping promotion will have the standard shipping fee deducted from the refund
  • Refunds are issued only after inspection and approval
  • Processing times may increase during peak periods, launches, or holidays

If your order included any complimentary promotional items, these must also be returned in order to qualify for a full refund. If a return causes your order to no longer meet the promotional requirements, the value of the promotion may be deducted from your refund.

SALE ITEMS

All sale, discounted, promotional, or clearance items are considered final sale for refund purposes.

Sale items may only be eligible for:

  • Exchange
  • Store credit

Refunds will not be issued for sale items unless the item received is faulty or incorrect.

We strongly recommend contacting us before purchasing if you require sizing or product guidance.

CUSTOMIZED & PERSONALIZED ITEMS

Customized, altered, embroidered, or personalized products are strictly non-returnable and non-refundable.

As these items are made specifically for you, they cannot be resold or restocked.

Please review all customization details carefully before placing your order.

HIJABS, UNDERCAPS & HYGIENE PRODUCTS

Due to hygiene and health protection reasons, hijabs, undercaps, inner caps, and certain accessories can only be returned if:

  • They remain completely unopened and unworn
  • Packaging and seals are intact
  • There are no signs of use or fitting

Any hygiene item showing signs of wear will be refused and returned to the sender.

HOW TO REQUEST A RETURN

To initiate a return, please contact us first at:

Email: PatriciaVillanuevave@outlook.com

Please include:

  • Your order number
  • Full name
  • Item(s) you wish to return
  • Reason for return
  • Clear photos if the item is damaged or incorrect

Our team will respond within 1–2 business days with full return instructions and the correct return address.

Important:

  • Returns sent without prior approval may be delayed or rejected
  • Customers are responsible for all return shipping costs
  • We strongly recommend using a tracked and insured shipping service
  • HAYA SHOPS is not responsible for lost, stolen, or damaged return parcels

Returns remain the customer’s responsibility until successfully delivered to us.

INTERNATIONAL RETURNS

International customers are welcome to return eligible items following the same approval process.

If returning from outside the UK or EU:

  • You must clearly mark the package as “RETURNED GOODS”
  • Customs declarations must be completed correctly
  • Any customs duties, taxes, or import charges caused by incorrect declarations will not be paid by HAYA SHOPS

If customs charges are applied to a return parcel, we reserve the right to refuse delivery, and the package may be returned back to the sender.

EXCHANGES

We are happy to assist with exchanges for eligible items.

To request an exchange, please email:
PatriciaVillanuevave@outlook.com

Include:

  • Your order number
  • Item you wish to exchange
  • Desired replacement size/color/item
  • Reason for exchange

Once approved, exchange instructions will be sent within 1–2 business days.

Please note:

  • Customers are responsible for return shipping costs
  • Additional shipping fees may apply for replacement items
  • Exchanges are subject to stock availability

FAULTY OR INCORRECT ITEMS

If you receive an incorrect, damaged, or defective item, please contact us within 48 hours of delivery with clear photos.

Once verified, we will offer one of the following:

  • Replacement
  • Exchange
  • Full refund
  • Store credit

Items damaged due to misuse, improper care, normal wear, or accidental damage are not considered faulty.

REFUND PROCESSING

Once your return is received and inspected:

  • Approval may take up to 3 business days
  • Refunds are processed to the original payment method
  • Banks and payment providers may require an additional 7–10 business days to complete the transaction

You will receive a confirmation email once your refund has been issued.

RETURN SHIPPING FEES

If a return does not meet our return conditions and must be sent back to you:

  • A reshipping fee will apply
  • The parcel will remain on hold until shipping payment is received

ORDER CANCELLATIONS

Orders may only be cancelled within a short period after purchase before processing begins.

Once an order has been packed, processed, customized, or shipped, it can no longer be cancelled.

POLICY PROTECTION & FRAUD PREVENTION

HAYA SHOPS reserves the right to:

  • Refuse suspicious or excessive returns
  • Reject worn, damaged, or altered items
  • Limit future purchases from accounts abusing the return policy
  • Refuse returns that do not comply with our procedures

Our policies are designed to protect both our customers and our brand standards.

NEED HELP?

For any questions regarding sizing, products, shipping, exchanges, or returns, our support team is here to help.

Customer Support:
PatriciaVillanuevave@outlook.com

Thank you for shopping with HAYA SHOPS.