Refund policy

Returns
Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused, unopened and in the same condition that you received it. It must also be in the original packaging and include the dispatch note.

Several types of goods are exempt from being returned.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to us before receiving approval.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@haoma.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@haoma.co.uk

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Damaged Items

We will send you a replacement if your item arrives in a damaged condition. You must notify us about the damage as soon as you receive the item, always within 7 days otherwise we cannot replace the item for you. You must not dispose of any of the packaging before getting in touch with us. In order to qualify for free a replacement you must provide us the following, otherwise we are unable to process a replacement for you:

1. Your order number

2. Photo of the box and the items affected clearly showing the damage

3. Photo of the postage label - We cannot process replacement or refunds without this so please do not throw this away before contacting us 

4. Batch number of the affected item

Please send these supporting documents to contact@haoma.co.uk

Undelivered Items

You must notify us within 7 days if your item shows as delivered on the courier tracking link but you have not received your item. Otherwise we cannot start an investigation with the delivery company. Please visit 'Shipping Information' section on our website for other delivery issues such as missed deliveries.

Shipping
To return your product, you should e-mail us first to arrange the details.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Our standard shipping rate will be deducted from your refund even if you qualified for free shipping in your purchase. If you receive a refund, the cost of shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.