Return and refund policy

Return Eligibility

You may request a return for any of the following reasons:

• The product arrived damaged during delivery.
• The product is defective or faulty.
• You received the incorrect item.
• You have changed your mind (subject to the conditions below).

Change of Mind Returns

If you have changed your mind, you may request a return within 7 calendar days of receiving your order, provided that:

• The item has not been opened, used, assembled or damaged.
• It remains in its original, unopened packaging.
• It is in a resaleable condition.
• You can provide proof of purchase or your order number.

Unless otherwise agreed, customers are responsible for the cost of returning items due to a change of mind.

Haruma reserves the right to decline returns that do not meet these conditions.

Incorrect, Damaged or Defective Items

If you have received an incorrect item, or your product arrives damaged or develops a manufacturing fault, please contact us as soon as reasonably possible after receiving your order.

To help us assess your claim, we may request:

• Your order number.
• A description of the issue.
• Photographs of the product and packaging where applicable.

Where your claim is approved, Haruma will arrange collection at no cost to you and will, where appropriate:

• Replace the product;
• Repair the product (where applicable); or
• Issue a full refund,

in accordance with the Consumer Protection Act.

How to Request a Return

1. Contact our customer support team.
2. Provide your order number and a brief description of the issue.
3. Include photographs where applicable.
4. We will guide you through the return process and provide collection or return instructions.

Refunds

Once we receive and inspect the returned item, we will notify you of the outcome. If your refund is approved:

• Your refund will be processed using your original payment method wherever possible.
• Refunds are typically processed within 5 to 10 business days, depending on your bank or payment provider.
• Original delivery charges are non-refundable unless the return is due to our error, an incorrect item or a defective product.

Items That Cannot Be Returned

For hygiene, safety and quality reasons, we cannot accept returns for:

• Products that have been opened, used, assembled or damaged after delivery (unless the item is defective).
• Products damaged through misuse, negligence or normal wear and tear.
• Products specifically marked as non-returnable or final sale, unless required by law.

Consumer Rights

Need Assistance?

If you have any questions about a return or refund, our customer support team is here to help. Please visit our Contact Us page and we will be happy to assist you.

Our Promise

We stand behind the products we sell. If something is not right, we will work with you to find a fair and prompt solution because your satisfaction and trust are important to us.