Refunds and Returns policy

At ByHasanat, we take great care in inspecting and packaging each order to ensure it meets our quality standards. However, if you are not fully satisfied with your purchase, we are here to assist.

Please note that we’re unable to assist with order enquiries through Instagram or TikTok DMs. For any help with your order, kindly reach out to us by email at support@byhasanat.co.uk

This returns policy applies to all purchases made through our website.

Refunds & Store Credit

Full priced items can be returned for a refund to your original payment method or for store credit, whichever you prefer. This applies to both UK and international orders, and you will be asked to choose when you create your return in our returns portal.

Original shipping costs are non-refundable. Return costs are handled as set out in the Return Process section below.

Sale items are non-refundable. Items purchased on sale cannot be returned or refunded, including as store credit.

We do not offer exchanges. All approved returns are processed as refunds or store credit in accordance with the policy above.

Eligibility for Returns

All returns must be made within fourteen (14) days from the date the order was delivered. Returns requested or sent after this period will not be accepted.

Returned items must be in new, unused, unworn, unwashed and resellable condition, in their original packaging with all original tags and labels attached. Proof of purchase is required.

Non-returnable items: Sale items are marked on the product page and are non-refundable.

Conditions for Returns

Unfortunately, we will not be able to accept your return if:

• Worn or Washed: Items have been worn, washed, or show signs of use.
• Altered Items: Items have been altered or customised.
• Odours: Items have strong odours such as perfume, smoke, or body odour.
• Incomplete Returns: Items are returned without all original packaging, accessories, or gifts included in the purchase.
• Past Return Period: Items are returned outside the specified return period.
• Non-Returnable Items: Items marked as final sale or non-returnable at the time of purchase.
• Incorrect Items: Items do not match the original purchase order.
• Excessive Wear and Tear: Items show excessive wear and tear beyond normal use.
• Incomplete Documentation: Returns without a completed return request or without a valid receipt/proof of purchase.
• Misuse of Product: Items damaged due to misuse, negligence, or improper care.

Please note that items returned without fulfilling these conditions or without initiating a return through our returns portal will not be accepted.

Return Process

All returns, from the UK and overseas, must be started through our returns portal using your order number and postcode. When you create your return you can choose whether you would like a refund or store credit.

You can access our returns portal here: https://tracking.tryhutch.co.uk/byhasanat

UK customers: Once your return is created, the portal will provide a prepaid Royal Mail return label or a scannable QR code, so you can drop your parcel off at your local Post Office or drop off point. A £4.50 charge for the prepaid label is deducted from your refund or store credit.

International customers: Once your return is created, the portal will provide the returns address and instructions. You are responsible for arranging and paying for the return shipping back to our UK warehouse. We do not cover the cost of international returns and we recommend using a tracked service, as we are unable to process returns that do not reach us.

Please place the item(s) securely in their original packaging before sending them back.

Refund Process

Upon receipt of the returned item(s), we will examine them to ensure they meet our returns policy criteria. If the return is approved, your refund or store credit will be issued in accordance with the Refunds & Store Credit section above.

Please allow up to 14 working days from the date you send your return for your refund or store credit to be processed. You will receive updates via email during the process.

If you have any questions about your refund, contact support@byhasanat.co.uk.

Shipping Fees

• Original shipping costs are non-refundable.
• UK returns: a £4.50 charge for the prepaid return label is deducted from your refund or store credit.
• International returns: you arrange and pay for the return shipping back to our UK warehouse.
• Any customs duties, taxes, or fees applied to international orders are non-refundable.

Damaged or Defective Items

If you received a defective or damaged product, contact us to arrange a refund or replacement. We only accept refunds for items that are verified as damaged upon arrival. If your order arrives damaged, you must notify us immediately at support@byhasanat.co.uk with clear photos of the damage or fill out the Contact Us form.

Lost/Delayed Orders

The customer must notify us of any loss or damage giving rise to a claim within 14 days of the date of dispatch. If we are contacted beyond this date, we are unable to process a refund or open an investigation with the courier.

 

Last updated on the 4th September 2026