Refund policy
Returns and Eligibility
We offer a 14-day return policy. This means that you have 14 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition in which you received it: unworn, unused, with tags attached and in its original packaging. You will also need the receipt or another form of proof of purchase.
Please note: For sealed cosmetic and personal care products, the right of withdrawal expires once the seal has been removed after delivery.
Returns and Contact
To initiate a return, please contact us at info@hanyoriskin.com.
Please do not return any items without first requesting a return from us. Returns must be sent to the following address:
Keplerstr. 35, 66333 Völklingen, Saarland, DE
Damages and Issues
Please inspect your order upon receipt and contact us immediately if an item is defective or damaged, or if you have received the wrong item, so that we can assess and resolve the issue.
For damaged, defective or incorrectly delivered items, please include clear photographs so that we can review and process your case promptly.
Exceptions / Items Not Eligible for Return
The right of withdrawal does not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.
This applies in particular to cosmetic and personal care products whose seal has been opened or damaged.
The right of withdrawal also does not apply to products made according to customer specifications, including print-on-demand products, or to digital gift cards that have already been redeemed.
Please contact us in advance if you are unsure whether an item is excluded from return.
Exchanges
The fastest way to receive the item you want is to return the item you have received.
Once the return has been accepted, you may purchase the new item separately.
European Union – 14-Day Right of Withdrawal
Irrespective of the above, you have the right to cancel or return your order within 14 days without providing a reason where the goods are shipped into the European Union.
As described above, the item must be in the same condition in which you received it: unworn, unused, with tags attached and in its original packaging. You will also need the receipt or another form of proof of purchase.
Refunds
We will notify you once we have received and inspected your return and will inform you whether the refund has been approved.
If approved, the refund will automatically be issued to your original payment method within 10 business days.
Please remember that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at hanyori.skin@gmail.com.
Return Shipping Costs
The customer is responsible for the return shipping costs where the goods are not defective and the delivered goods correspond to the order.
Returns must be sent with sufficient postage to the address provided by us. Returns sent with postage due or on a cash-on-delivery basis will not be accepted.
In the case of damaged, defective or incorrectly delivered items, we will cover the return shipping costs.
Please contact us before returning the item so that we can agree on the next steps.
Please note that different return conditions may apply to certain products, particularly products shipped directly by our partners.
In such cases, we will inform you of the applicable return conditions as part of the return request process.