Exchange & Return Policy

On this page, you will find all the information regarding the return and refund policy for our products.

We have a 14-day return policy, which means 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 its original packaging, including all accessories and manuals. You will also need the receipt or proof of purchase.

Please note: Personalized products, earrings (for hygiene reasons), gift cards, and gift wrapping are not eligible for return.

How Can I Return My Order?

Here is how the process works for all products:

  1. Send Us an Email: Email us at info@hannah-martin.com indicating whether you want to exchange or return the item. Let us know which items you want to return and the reason for the return.
  2. Request Return Approval: Ask our customer service if we can accept the return. Returns without prior approval will not be accepted.
  3. Receive Return Instructions: After your return request is approved, you will receive detailed return instructions via email from our customer service team. These instructions will include:
    • Return Address: The standard return location for European customers is: De Nieuwe Erven 3, Unit: 12278, Cuijk, 5431 NV, Noord-Brabant, The Netherlands.

      Please note: In some cases, customers may need to send their returns to our facilities in Asia (China/Hong Kong). Always follow the return instructions provided by our customer service team to ensure your return is processed correctly.
    • Packaging Guidelines: Ensure the item is safely packaged in its original packaging, including all accessories, manuals, and any other included components.
    • Special Instructions: If there are specific steps or requirements for your return (e.g., for fragile products), these will be explained in the instructions.
  4. Package the Item: Securely package the product in its original packaging.
  5. Send the Package: Send your package to the return address provided by our customer service team. Always follow the return instructions provided to ensure your return is processed correctly.

Please 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 team.

  1. Send the Tracking Code to Our Customer Service: This helps us track the return.

Receipt and Refund:

Once your package is received and inspected within 3 business days, we will refund the returned products via the payment method you used for the purchase.

Important Notes:

  • 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 Exchanges and Returns

You may be eligible for an exchange or return within 14 days of receiving your order. To qualify, 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 attached accessories and manuals.

Cancellation of Placed Orders

You have the right to cancel a placed order 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 the correct product is sent to you as soon as possible and will cover any return costs for the incorrect product. Follow these steps:

  1. Contact Us Immediately: As soon as you notice that you received the wrong product, send an email to our customer service with your order number and a brief description of the issue.
  2. Proof of Incorrect Delivery: Provide clear photos of the incorrect product, including a photo of the shipping label on the package. This helps us verify the mistake quickly.
  3. Receive Return Instructions: Our customer service will provide you with specific instructions on how to return the incorrect product. Usually, you will not have to pay for the return shipping of incorrect deliveries.
  4. Send the Correct Product: After confirming 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.
  5. Follow-Up: We will keep you informed throughout the process to ensure the issue is resolved as quickly as possible.

Manufacturing Defects or Issues After Use (Including Warranty Period)

If you receive a product with a manufacturing defect or if issues arise after use, our warranty period may apply. Contact our customer service at info@hannah-martin.com to file a warranty claim. We will assess the claim and provide you with further instructions for repair, replacement, or refund, depending on the specific case.

Refunds

If 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 business days have passed since your return arrived and you have not received a refund, please contact us at info@hannah-martin.com

Changes and Updates

This exchange and return policy is subject to change and updates without prior notice. It is important to review 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, Noord-Brabant, 5431 NV, Netherlands

Phone number: +31612931460

Email: info@hannah-martin.com

Business Hours: 8 am - 5 pm (Mon to Fri)

Last updated on 17-08-2024.