Return Policy

Can I return my order?

Yes, you can return your order within 30 days of receipt if you are not satisfied with your purchase. However, the following conditions must be met:

  1. The item must be returned in its original condition, including all components, accessories, and packaging.

  2. The product must show only normal handling; damage due to improper use is not eligible for return.

  3. Hygiene-sensitive products must be thoroughly cleaned before being returned.

  4. If the item is defective upon arrival, it must be reported immediately.

  5. The customer is responsible for all return shipping costs.

We reserve the right to reject returns if items appear to be used, damaged, or do not meet our return conditions.

Claims for damaged or defective items must be reported within 48 hours of delivery and include photo or video evidence.

 

How to Return Your Order

If your order meets the return conditions, please follow these steps:

  1. Send an email to: info@hanson-newyork.com

  2. Include the following details:

    • Order number

    • Reason for return

Once we receive your request, we will provide you with the correct return address. Do not send returns to the sender's address. Returns must be sent to the address provided by our team.

Returns sent to an address other than the one provided by customer support cannot be accepted or refunded.

Please note: Returns can only be accepted after your package has been delivered.

It is not possible to return or recall a package while it is in transit.

 

Order Cancellation Policy

Orders cannot be cancelled after 12 hours of being placed, due to our automated processing system.

 

Refunds

Orders are first checked by the department store, if the items are approved it can take up to 20 working days for the refund. Refunds will be issued using the original payment method, unless otherwise agreed. Refunds can only be made after the item is returned and inspected. Refunds are not issued for items in transit or without proof of return.

All returns must be sent to our central warehouse in Asia.

It is not permitted to simply open a chargeback with your bank without a valid reason. Customer dissatisfaction or change of mind does not qualify as a defective or damaged product. Our team will always find a suitable solution via email. Please contact us first so we can resolve the issue before a chargeback.

Chargebacks initiated without first contacting our support team may be considered a violation of our return policy. Abuse of our refund or chargeback process may result in refusal of future service.

For any further questions, please contact our customer service team at info@hanson-newyork.com