Return & Refund Policy

This Return & Refund Policy (“Policy”) applies to all purchases made through our official online store myhanabishi.com and delivered by our third-party courier partners (Ninja Van, J&T Express, and others). By placing an order, you agree to the terms outlined below.

We strive to ensure that every customer receives products in perfect condition. However, if an issue arises, this Policy outlines your rights and responsibilities when requesting a return and refund.

1. Eligibility for Returns

You may request a return under the following conditions:

• The item received is damaged, defective, or dented upon delivery.
• An incorrect or incomplete item was shipped.
• The item is unused, in its original condition, and includes the original packaging (box, manuals, and accessories).

Returns will not be accepted if:

• The item shows signs of use, tampering, or physical damage not reported at delivery.
• The request is made beyond seven (7) days from the date of receipt.
• Packaging, accessories, or manuals are missing.

2. Return Request Procedure

1. Customer Notification

• The customer must notify us via email within seven (7) calendar days of delivery.
• The request must include an unboxing video clearly showing the condition of the item upon opening, as well as a photo of the courier waybill and receipt. These are mandatory for filing claims with our logistics partners.
• No returns will be processed without prior approval and submission of the required proof.

2. Approval & Confirmation

• Once reviewed, our team will confirm via email whether the item qualifies for return.
• This confirmation will include detailed return instructions and the official return shipping address.
• Do not return items without an official email confirmation, as they will not be processed.

3. Repacking & Drop-Off

• The customer must return the item using its original box with all manuals and accessories.
• The parcel must then be dropped off at the nearest J&T or Ninja Van hub, as specified in the return instructions.
• The customer must keep the courier waybill/receipt and submit a clear photo via email as proof of shipment.

3. Refunds

• Refunds will only be processed after the returned parcel has been received and inspected at our warehouse.
  
• Approved refunds will include:
  • The full purchase amount paid by the customer.
  • The return shipping fee provided that:
    • The customer received an official email from us advising the return, and
    • A valid courier receipt is submitted.
• Refunds are typically processed within seven (7) to ten (10) business days after confirmation of receipt.

4. Replacements

• Due to the bulky and fragile nature of some items, replacements may not always be possible, especially when the risk of transit damage is high (e.g., multiple courier drop points).
• In such cases, a refund is considered the faster, safer, and more reasonable solution.
  

5. Customer Responsibilities

Customers are responsible for:

• Providing an unboxing video and photos of the item, packaging, courier receipt, and waybill when filing a return request.
• Ensuring the return parcel includes the original packaging, manuals, and all accessories.
• Dropping off the return parcel only at the courier hub instructed in our official confirmation email.

Failure to comply with these requirements may result in delays or denial of the refund.

6. Our Commitment

We sincerely regret any inconvenience caused by defective, damaged, or incorrect deliveries. While replacements may not always be possible, we are committed to processing refunds promptly and fairly.

We are continuously improving our packaging and logistics processes to minimize these incidents. Your feedback helps us thrive and strengthen our service quality.

Important Reminder:

• The complete return address will only be provided in the official email confirmation with return instructions.
• Uncoordinated returns without prior approval will not be accepted or processed.