Refund policy
Thank you for shopping at hazari.shop.
This Return and Refund Policy explains the procedures and rights relating to order cancellations, statutory withdrawal, product returns, damaged goods, incorrect goods, non-conforming products and refunds.
This policy applies to purchases made through hazari.shop and is intended to operate consistently with mandatory consumer protections applicable to customers in Italy and the European Union.
Nothing in this policy is intended to exclude, restrict or replace any consumer right or legal remedy that cannot lawfully be excluded.
For return and refund enquiries, contact:
Email: info@hazari.shop
14-Day Statutory Right of Withdrawal
If you are a consumer purchasing qualifying goods online, you generally have the right to withdraw from the contract without providing a reason within 14 days from the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.
Where one order contains multiple goods delivered separately, the statutory calculation may be determined according to the applicable consumer-law rules for the relevant delivery arrangement.
To exercise the right of withdrawal, you must clearly communicate your decision to withdraw before the applicable withdrawal period expires.
You may contact:
Your withdrawal communication should identify the relevant order sufficiently for us to process your request.
You do not have to provide a reason for exercising a valid statutory right of withdrawal.
How to Exercise the Right of Withdrawal
To exercise your right of withdrawal, send us a clear statement indicating that you wish to withdraw from the applicable purchase.
We recommend including:
- Your name;
- Order number;
- Email address used for the order;
- Product concerned; and
- A clear statement that you are exercising your right of withdrawal.
A particular wording is not required as long as your decision to withdraw is unambiguous.
Contact:
We will provide appropriate return instructions after receiving your request where instructions are reasonably required.
Returning Goods Following Withdrawal
After communicating a valid withdrawal, the goods must be sent back within the period required by applicable law.
Under EU consumer rules, consumers exercising the statutory withdrawal right are generally required to send the goods back no later than 14 days after informing the trader of the decision to withdraw.
Customers should package returned goods appropriately to reduce the risk of damage during return transportation.
Do not send returns to an address obtained from a shipping label, package, carrier document or third-party fulfilment facility unless hazari.shop has expressly confirmed that the address accepts returns.
Contact info@hazari.shop first for the applicable return procedure.
Return Shipping Costs for Change-of-Mind Withdrawals
Where you exercise the statutory right of withdrawal because you have changed your mind and the product is not defective or non-conforming, you are responsible for the direct cost of returning the goods, except where hazari.shop expressly agrees to bear those costs or applicable law requires otherwise.
EU consumer guidance provides that consumers may be responsible for direct return postage during the withdrawal period when they have been appropriately informed in advance.
Condition of Returned Products
A consumer exercising the statutory withdrawal right may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
The customer may be responsible for any diminished value resulting from handling beyond what is reasonably necessary for that purpose, where permitted by applicable law.
You should therefore:
- Keep the product reasonably clean;
- Avoid unnecessary use;
- Avoid intentional damage;
- Include product accessories where applicable;
- Include components supplied with the product; and
- Package the product appropriately for transportation.
A statutory withdrawal will not be refused merely because packaging has been opened where opening was reasonably necessary to inspect the product, except where a statutory exception applies.
Statutory Exceptions to the Right of Withdrawal
The statutory 14-day withdrawal right does not apply in certain legally recognised circumstances.
Depending on the products offered by hazari.shop, exceptions may include, where applicable:
- Goods made to the customer's specifications;
- Clearly personalised goods;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods unsuitable for return for health protection or hygiene reasons when unsealed after delivery;
- Goods that become inseparably mixed with other items after delivery;
- Sealed audio, video or computer software that has been unsealed;
- Certain digital content where performance has begun following the consumer's legally valid consent and acknowledgement; and
- Other categories excluded by applicable consumer law.
EU guidance expressly recognises exceptions including certain personalised, perishable and unsealed goods.
A statutory exception will only be relied upon where it actually applies to the relevant product and transaction.
Refunds Following Statutory Withdrawal
When a valid statutory withdrawal is exercised, hazari.shop will reimburse payments required to be refunded under applicable law.
Refunds will generally be made using the same payment method used for the original transaction unless the customer expressly agrees to another method and doing so does not impose an additional fee on the customer.
Applicable EU rules generally require reimbursement within 14 days after the trader is informed of the withdrawal, but for sales of goods the trader may withhold reimbursement until the goods have been received back or until the consumer supplies evidence of having sent the goods back, whichever occurs first.
Because standard shipping at hazari.shop is free, there is ordinarily no standard outbound shipping charge to reimburse.
If an optional premium or expedited delivery service is offered in the future, any statutory reimbursement of outbound delivery costs will be handled in accordance with applicable law.
Damaged Goods
If an item arrives damaged, please contact:
Customers should provide information reasonably necessary to investigate the issue, which may include:
- Order number;
- Description of the damage;
- Photographs of the product;
- Photographs of packaging where relevant; and
- Other information reasonably necessary to establish the problem.
Providing photographs can assist us in resolving the issue more quickly, but nothing in this policy is intended to impose an unlawful evidentiary burden on a consumer.
The trader generally bears the risk of loss or damage to goods during transportation until the consumer receives them in the circumstances provided by applicable law.
Incorrect Products
If you receive a product materially different from the product you ordered, contact us at:
Please identify:
- Your order;
- The item ordered;
- The item received; and
- The nature of the error.
Where hazari.shop is responsible for supplying an incorrect product, we will handle the matter in accordance with applicable law and the circumstances of the order.
Faulty or Non-Conforming Products
The statutory right of withdrawal is separate from the rights available when goods are defective or non-conforming.
A product may be non-conforming where, for example, it:
- Does not correspond to its contractual description;
- Does not have characteristics that the customer is legally entitled to expect;
- Does not perform as required by the applicable contract;
- Is materially defective;
- Arrives damaged;
- Is materially incomplete; or
- Otherwise fails applicable legal conformity requirements.
Consumers in the EU benefit from a minimum two-year legal guarantee for qualifying goods.
Depending on the circumstances and applicable law, remedies may include:
- Repair;
- Replacement;
- Proportionate price reduction; or
- Termination of the sales contract and refund.
The remedy available may depend on factors including the nature and seriousness of the lack of conformity and whether repair or replacement is possible and proportionate.
Cost of Returning Defective Products
Where goods are defective or non-conforming and the customer is entitled to a statutory remedy, the customer will not be required to bear return costs that the trader is legally required to bear.
EU consumer guidance states that the cost of returning defective goods is the trader's responsibility.
Customers should contact info@hazari.shop before arranging a return so that an appropriate return solution can be provided.
Exchanges
Where available, an exchange may be offered for reasons such as:
- Incorrect product received;
- Non-conforming product;
- Damaged product;
- Incorrect size; or
- Customer preference.
Availability of voluntary exchanges may depend on inventory.
An exchange process does not restrict statutory rights.
If an exchange is unavailable, another appropriate remedy may be provided where required.
Order Cancellation Before Shipment
If you wish to cancel an order before shipment, contact:
We will make reasonable efforts to process the cancellation.
However, orders may enter processing or fulfilment quickly, and we cannot guarantee that a voluntary cancellation request will be completed before dispatch.
If an order has already been dispatched, consumers may still have applicable statutory withdrawal rights after delivery.
Refused or Uncollected Deliveries
Refusing a parcel or failing to collect a parcel does not necessarily constitute a valid exercise of the statutory right of withdrawal.
Customers who wish to withdraw should communicate their decision clearly to:
If a parcel is returned because of an incomplete or incorrect address supplied by the customer, we will review the circumstances and applicable legal obligations before deciding how to proceed.
Refund Processing
Once a refund has been issued by hazari.shop, the time required for the funds to appear in the customer's account may depend on the customer's bank, card issuer or payment provider.
hazari.shop does not control internal processing times imposed by independent payment institutions.
We will not intentionally delay a refund beyond the period permitted by applicable law.
Original Payment Method
Refunds are ordinarily sent to the original payment method used for the purchase unless another legally permissible arrangement has been expressly agreed.
If the original payment method is no longer available, please contact:
We will determine an appropriate lawful refund method.
Fraudulent or Abusive Claims
hazari.shop reserves the right to investigate reasonable evidence of:
- Fraud;
- Deliberate product damage;
- Manipulation of return documentation;
- False claims;
- Payment fraud; or
- Abuse of return processes.
Nothing in this section permits hazari.shop to deny genuine statutory consumer rights.
Contact for Returns and Refunds
For cancellations, withdrawals, returns, damaged goods, defective goods or refunds, contact:
hazari.shop
Email: info@hazari.shop
Nothing in this Return and Refund Policy limits any mandatory right available to consumers under applicable Italian or European Union law.
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