Refund policy

Return & Refund Policy

At HayaLaure, we are committed to providing a positive shopping experience. Please review our Return & Refund Policy carefully before making a purchase.

1. Return & Refund Eligibility

We offer a 7-day return and claim window from the date your order is delivered.

To be eligible for a return, replacement, or refund:

  • The request must be submitted within 7 days of delivery.

  • The item must be unused, undamaged, and in its original packaging.

  • Proof of purchase must be provided.

  • Any required photo, video, or carrier documentation must be submitted when requested.

Important Notice

We cannot offer refunds or returns for products that:

  • Have been opened, used, or altered.

  • Are functioning properly and match the product description.

  • Are being returned because the customer no longer wants the item, ordered by mistake, or changed their mind.

  • Are marked as final sale, clearance, personalized, digital, downloadable, or hygiene-sensitive products.

All eligibility requirements must be met before a refund or replacement can be approved.

2. Situations Eligible for Refund or Replacement

Refunds or replacements are only available when HayaLaure is responsible for the issue.

A. Damaged or Defective Products

If your product arrives damaged or defective:

  • Notify us within 7 days of delivery.

  • Provide clear photos and/or videos showing the damage or defect.

  • Evidence should clearly demonstrate how the defect affects the functionality of the product.

Once verified, we will offer either:

  • A full refund, or

  • A replacement product at no additional cost.

Please note:

  • Damage to external packaging alone does not qualify for a refund if the product itself is undamaged and fully functional.

B. Incorrect or Missing Items

If you receive the wrong item or an item is missing:

  • Contact us within 7 days of delivery.

  • Provide photos of:

    • The received item

    • Original packaging

    • Shipping label

Once verified, we will provide either:

  • A replacement item, or

  • A full refund.

C. Lost, Delayed, or Undelivered Orders

If your order has not been delivered and tracking shows no meaningful movement beyond the following periods:

  • 45 days from shipping date (United States)

  • 60 days from shipping date (Most countries)

  • 110 days from shipping date (Brazil)

HayaLaure may, at its discretion:

  • Reship the order, or

  • Issue a full refund.

Orders marked as delivered by the carrier are not eligible for a refund unless a non-delivery certificate or equivalent documentation is provided by the carrier or postal authority.

D. Order Cancellation

Orders may be canceled for a full refund only before they have entered processing or shipping.

Once an order has been processed or shipped, cancellation is no longer possible.

3. Return Procedure

To request a return, replacement, or refund:

Step 1: Contact Customer Support

Contact our support team within the applicable timeframe and provide:

  • Order number

  • Reason for the request

  • Supporting photos, videos, or documents (if applicable)

Step 2: Review & Approval

Our team will review your request and determine eligibility.

If a physical return is required, we will provide detailed return instructions.

Step 3: Return Shipment

If instructed to return the item:

  • Securely package the item in its original packaging or equivalent protective packaging.

  • Follow the return instructions provided by our support team.

Unless the error was caused by HayaLaure, customers are responsible for return shipping costs.

4. Refund Processing

Once your request has been approved:

  • Refunds will be issued to the original payment method used during purchase.

  • Original shipping and handling charges are non-refundable unless the issue resulted from our error.

  • Processing times may vary depending on your payment provider.

Most approved refunds are processed within 5–10 business days.

5. Exchanges

We currently do not offer direct exchanges.

If you wish to receive a different item, please:

  1. Complete the approved return process (if eligible).

  2. Place a new order for the desired product.

6. Non-Returnable Items

The following items are not eligible for return or refund unless they arrive damaged or defective:

  • Gift cards

  • Downloadable software or digital products

  • Personalized or custom-made products

  • Clearance and final sale items

  • Hygiene-sensitive products

  • Any item showing signs of use or alteration

7. Contact Us

If you have any questions regarding this Return & Refund Policy or need assistance with an order, please contact our customer support team through our website's support channels.

We are committed to resolving legitimate issues fairly and efficiently.