Refund policy
Returns and Withdrawal
We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it — unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at support@haeina.de.
Returns must be sent to the following address:
Haeina GbR
Lerchenauer Street 15
80809 Munich
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
If you have any questions about returns, feel free to contact us anytime at support@haeina.de.
Please note: returns sent freight collect or without prior authorization cannot be accepted.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain items cannot be returned, such as custom or personalized products, and items not suitable for return due to hygiene reasons.
This includes cosmetics and skincare products where the seal has been removed or damaged after delivery (§ 312g para. 2 no. 3 BGB).
We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please contact us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to receive your desired item is to return the item you have. Once the return is accepted, you can make a new purchase for the replacement item.
European Union – 14-Day Right of Withdrawal
In addition to our voluntary 30-day return policy, you have the statutory right to withdraw from your order within 14 days without giving any reason, if the goods are shipped to the European Union.
As described above, the item must be in the same condition as when received — unworn, unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.
This legal right of withdrawal exists independently of our voluntary return policy.
Withdrawal Instructions (Widerrufsbelehrung)
Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period is 14 days from the day you, or a third party designated by you (other than the carrier), took possession of the goods.
To exercise your right of withdrawal, you must notify us at:
Haeina GbR
Lerchenauer Street 15
80809 Munich
Email: support@haeina.de
by means of a clear declaration (e.g., by email) of your decision to withdraw from this contract. You may use the withdrawal form template below, though it is not mandatory.
To meet the withdrawal deadline, it is sufficient to send the notice before the withdrawal period expires.
Consequences of Withdrawal
If you withdraw from this contract, we will refund all payments we have received from you, including delivery costs (except for any additional costs resulting from choosing a delivery method other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day we received your notice of withdrawal.
We will issue the refund using the same payment method you used for the original transaction, unless otherwise agreed.
Withdrawal Form Template
(Complete and return this form only if you wish to withdraw from the contract.)
To:
Haeina GbR
Lerchenauer Street 15
80809 Munich
Email: support@haeina.de
I/we hereby withdraw from the contract concluded by me/us for the purchase of the following goods:
– Ordered on: __________ / received on: __________
– Name of consumer(s): ____________________
– Address of consumer(s): ____________________
– Signature of consumer(s) (only if submitted on paper): ____________________
– Date: ____________________
Refunds
We will notify you once we’ve received and inspected your return to let you know whether the refund was approved.
If approved, you’ll be automatically refunded via your original payment method within 10 business days.
Please note that your bank or credit card company may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at support@haeina.de.