Refund policy
Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at alex@hanabi.club. If your return is accepted, we’ll provide instructions on how and where to send your item. Please do not send items back without contacting us first, as they will not be accepted.
Returns should be sent to:
Flat 2, 3 Haven Green, London, W5 2UU
United Kingdom
Customers are responsible for the cost of return shipping unless the item is faulty, damaged, or incorrect.
You have the right to cancel your order within 14 days of receiving it for any reason and without giving a reason. To exercise your right to cancel, you must let us know within those 14 days. After cancellation, you then have a further 14 days to return the item to us.
To be eligible for a refund under the cancellation right, the item must be returned in suitable condition. We may make a deduction from your refund if the item shows signs of use beyond what is necessary to inspect it.
Damages and issues
Please inspect your order when it arrives and contact us straight away if the item is defective, damaged, or if you receive the wrong item, so we can assess the issue and make it right.
Exceptions / non-returnable items
Some items cannot be returned, including:
- personalised or custom-made items
- gift cards
- items returned in a used, worn, washed, or damaged condition
- items without original tags or packaging where applicable
If you’re unsure whether your item is eligible for return, contact us at alex@hanabi.club
Exchanges
The fastest way to get the item you want is to return the original item first. Once the return is accepted, you can place a new order separately.
Refunds
Once we’ve received and inspected your return, we’ll let you know if your refund has been approved. If approved, you’ll be refunded to your original payment method within 14 days.
Please remember it can take some time for your bank or card provider to process and post the refund.
If more than 14 days have passed since your refund was approved and you haven’t received it, please contact us at alex@hanabi.club