HAYAA RETURNS POLICY

At HAYAA, we want to ensure a smooth return process for all of our customers. Please review the following guidelines carefully.

1. Return Policy (UK and EEA)

• You have 14 days from the date of receipt to initiate a return for a refund.
• Items must be unworn, unwashed, and have all original tags attached.
• We require proof of postage for all returns to protect against lost packages.

If we suspect fraudulent activity, such as mismatched items or used returns, we reserve the right to withhold your refund and block your account from future orders. If you believe this was a mistake, please contact us directly for further clarification.

2. Faulty Goods

If you receive a faulty item, please contact us before returning it. Faulty goods are eligible for a full refund, including any shipping charges, provided they are returned unused. Please refrain from using the item once a fault is found, as it may affect your eligibility for a refund. All products are tested before dispatch, and we reserve the right to withhold refunds if fraudulent activity is suspected.

3. Change of Mind / Doesn’t Fit

If you would like to return an item for any other reason, such as a sizing issue or change of mind, please contact us to arrange a return.

• A full refund will be issued via store credit.
• If you prefer a refund to the original payment method, a 10% holding fee will be deducted from the order value.
• Once we receive the item, it will be inspected. If the item is found to be faulty or damaged, your refund will not be processed.
• Shipping charges are non-refundable.

4. How to Return an Item (UK Customers)

• You have 14 days from the date you receive your order to send the item back.
• You are responsible for the cost of returning the item to us.
• Avoid handwritten addresses to prevent delays.

5. International Returns

For international returns, including those from the Channel Islands and Isle of Man:

• The return shipping cost, as well as any applicable customs duties or VAT, will be deducted from your refund.
  
• Refunds will only be processed once the items arrive at our warehouse. If the items are lost in transit, you will need to open a dispute with the shipping carrier.

6. Refund Processing Time

• Returns are usually processed within 7 working days of receipt (excluding weekends and holidays).
• After inspection, the refund will be processed to your credit/debit card. Funds should appear on your statement within 3-5 working days, depending on your card issuer.

7. Exchanges

We do not offer exchanges at this time. You can return your item for a refund and place a new order for a different item.

If you have any further questions or need assistance with your return, please don't hesitate to contact us at enquiries@hayaacollections.com.

Thank you for shopping with HAYAA.