Política de reembolso
Last updated: July 2026
At Hanvely, we want you to love every product you receive. If something isn't right, we're here to help. Please read our returns and refund policy carefully before making a purchase.
For any questions, contact us at: 📧 support@hanvely.com
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item — no reason required.
To exercise your right to cancel, notify us within the 14-day period by emailing support@hanvely.com with the following information:
- Your order number
- The item(s) you wish to return
- Reason for return (optional)
Once you have notified us, you have a further 14 days to return the item(s) to us.
2. Conditions for Returns
To be eligible for a return, items must:
- Be unused and in their original condition
- Be returned in their original, undamaged packaging
- Show no signs of misuse or improper storage
Please note: skincare products that have been opened or used cannot be returned for hygiene reasons, unless the product is faulty or not as described.
3. Return Shipping Costs
Unless the item is faulty or not as described, the cost of return shipping is the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
4. Refunds
Once we receive and inspect your returned item, we will process your refund within 14 days. Refunds will be issued to your original payment method.
In accordance with UK law, the original standard delivery cost will be refunded. If you selected a premium delivery option, only the cost of standard delivery will be reimbursed.
5. Faulty or Damaged Items
If your item arrives faulty, damaged or not as described, you are entitled to a full refund, repair or replacement under the Consumer Rights Act 2015.
Please contact us at support@hanvely.com within 30 days of receiving your order and include:
- Your order number
- A clear description of the issue
- Photos showing the fault or damage
We will cover the cost of return shipping for all faulty or damaged items.
6. Order Cancellations
If you wish to cancel your order before it has been dispatched, please contact us at support@hanvely.com as soon as possible.
Orders can be cancelled free of charge if they have not yet entered processing. Once dispatched, your standard 14-day return right applies.
7. Use of Products
Our products are intended for skincare use and should be used as directed. If you experience irritation, an allergic reaction or any discomfort, discontinue use immediately and contact us at support@hanvely.com.
Refunds will not be issued where products have been used incorrectly, stored improperly or subjected to misuse.
8. Delivery Issues
We process orders within 2 business days. Estimated delivery times to the UK are 7 to 14 business days from dispatch.
While we take every care to ensure timely delivery, we cannot be held liable for delays caused by carriers, customs processes, extreme weather or circumstances beyond our control. Once dispatched, delivery responsibility passes to the carrier.
9. Fraud Prevention
All orders are subject to security checks. Hanvely reserves the right to cancel any order where fraudulent activity is suspected.
10. Changes to This Policy
We may update this policy from time to time. Any changes will be posted on this page with an updated date. We recommend reviewing this page periodically.