Return and Cancellation Policy
We apply a 14-day return policy, which means you have 14 days from the delivery of the last item in the order. The deadline is automatically extended to account for weekends or public holidays to ensure you have a full reflection period.
To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags attached and in its original packaging. You will also need the receipt or proof of purchase.
To make a return, you can contact us at: info@hanwenshop.com. Please note that returns must be sent to the following address:
18 rue de la Colline
66180
VILLENEUVE DE LA RAHO
FRANCE
Or to a Point Relais®:
LOCKER 24/7 U EXPRESS
44 AVENUE SALVADOR DALI
FR-66180 VILLENEUVE DE LA RAHO
If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items returned without prior return authorization will not be accepted.
You can always contact us with any questions about returns at info@hanwenshop.com.
Return Shipping Fees and Conditions
Responsibility: The customer is fully responsible for the shipping costs related to the return of the item.
Item condition and depreciation: No fixed or automatic restocking fee is applied for a product returned in its original condition. If an item is returned damaged, worn, soiled, or incomplete, a deduction proportional to the loss of value (up to 12%) will be made from the refund amount.
Exception: These terms and conditions do not apply to returns made via a physical point of sale (POS).
Cancellation Rules
For items not yet processed in an order, cancellation is possible under the following rule:
Cancellation period: You may request cancellation of your order free of charge until the item is processed by our logistics services. Once the item is processed, the standard return policy applies.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can assess the issue and resolve it.
Exceptions or Non-Returnable Items
The right of withdrawal, return, or cancellation does not apply to final sale or personalized products. Please feel free to contact us with any questions or concerns about a specific item. Items belonging to the following collections are considered final sales:
- Customizable jewelry
- Personalized gifts
- Personalized fans
- Personalized bookmarks
- Personalized Chinese seals
- Personalized Chinese names
Unfortunately, we do not accept returns of gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for a new item.
14-Day Reflection Period in the European Union
Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition as when you received it, unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
Exercise my right of withdrawal
Refunds
We will notify you as soon as we receive and inspect your return and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please note that the processing and display of the refund by your bank or credit card company may take some time.
If more than 15 business days have passed since your return was approved, please contact us at info@hanwenshop.com.
