Exchange and Return Policy
On this page, you will find all the information about the return and refund policy for our products.
We have a return policy of 14 days, which means that you have 14 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition as when you received it, unused, and in the original packaging, including all accessories and manuals. You will also need the receipt or proof of purchase.
Note: Personalized products, earrings (for hygienic reasons), gift cards, and gift delivery are not eligible for return.
How can I return my order?
This is how the process works for all products:
- Send us an email: Send an email to info@hannah-martin.com indicating whether you would like to exchange or return the item. Let us know which items you wish to return and the reason for the return.
- Request return approval: Ask our customer service if we can accept the return. Returns without prior approval will not be accepted.
- Receive return instructions: After approval of your return request, you will receive detailed return instructions via email from our customer service. These instructions include:
- Return address: After approval of your return request, you will receive detailed return instructions via email from our customer service. These instructions will include the return address. Please note that you may need to return the product to one of our warehouses in Asia. Always follow the return instructions from our customer service to ensure that your return is processed correctly.
- Packaging Guidelines: Make sure the item is securely packaged in the original packaging, including all accessories, manuals, and other included parts.
- Special instructions: If there are specific steps or requirements for your return (e.g., for fragile products), these will be explained in the instructions.
- Return address: After approval of your return request, you will receive detailed return instructions via email from our customer service. These instructions will include the return address. Please note that you may need to return the product to one of our warehouses in Asia. Always follow the return instructions from our customer service to ensure that your return is processed correctly.
- Pack the item: Pack the product securely in the original packaging.
- Send the package: Send your package to the return address provided by our customer service. Always follow the given return instructions to ensure that your return is processed correctly.
Note: Returns without prior notification or sent to the wrong address will not be accepted. Hannah Martin is not responsible for items sent to an address not provided by our customer service.
- Send the tracking code to our customer service: This helps us track the return.
Receipt and refund:
As soon as your package is received and inspected within 3 working days, we will refund the returned products via the payment method you used for the purchase.
Important remarks:
- Do not use the sender's address: Do not use the sender's address on the package as the return address. Returns sent to the wrong address without prior notification will not be accepted.
- Shipping costs: Customers are responsible for the shipping costs when returning items for a refund or exchange, unless the return is due to an error on our part.
Options for exchanging and returning
You may be eligible for an exchange or return within 14 days of receiving your order. To be eligible, the products must meet our return conditions:
- The product must be in its original condition and unused.
- The product must be returned in the original packaging, including all accompanying accessories and manuals.
Canceling placed orders
You have the right to cancel an order placed as long as it has not yet been shipped. Please contact our customer service as soon as possible at info@hannah-martin.com to request a cancellation. If the order has already been shipped, you can follow the return procedure once you have received the product.
Delivery of incorrect products
If you accidentally receive the wrong product, please contact our customer service at info@hannah-martin.com We will ensure that the correct product is sent to you as soon as possible and will reimburse the return costs for the wrong product. Please follow these steps:
- Contact us directly: As soon as you notice that you have received the wrong product, send an email to our customer service with your order number and a brief description of the problem.
- Proof of incorrect delivery: Provide clear photos of the wrong product, including a photo of the shipping label on the package. This helps us verify the mistake quickly.
- Receive return instructions: Our customer service will provide you with specific instructions on how to return the wrong product. Usually, you do not have to pay for the return shipping of incorrect deliveries.
- Send the correct product: After confirmation of the return, we will send the correct product to you at no extra cost. If the correct product is no longer available, we will offer you the choice of a refund or an alternative product of equal value.
- Follow-up: We will keep you informed throughout the process to ensure that the issue is resolved as quickly as possible.
Factory defects or problems after use (including warranty period)
If you receive a product with a manufacturing defect or if problems occur after use, our warranty period may apply. Please contact our customer service at info@hannah-martin.com to submit a warranty claim. We will assess the claim and provide you with further instructions for repair, replacement, or refund, depending on the specific situation.
Refunds
Once we have received the return in good condition, your money will be automatically refunded to your original payment method within 3 business days. Please note that it may take some time for your bank or credit card company to process and display the refund.
If more than 15 working days have passed since your return arrived and you have not yet received a refund, please contact us at info@hannah-martin.com
Changes and updates
This exchange and return policy may be changed and updated without prior notice. It is important to check this policy regularly for any updates.
Contact information
Company name: VGD-commerce
Chamber of Commerce number: 89523598
Trade name: Hannah Martin
VAT number: NL004738009B65
Company address: De Nieuwe Erven 3, Cuijk, North Brabant, 5431 NV, Netherlands
Phone number: +31612931460
Email: info@hannah-martin.com
Opening hours: 8:00 AM - 5:00 PM (Mon-Fri)
Last updated on 18-10-2024.