Refund policy
REFUND & RETURNS POLICY
At Hana Fragrance, we want you to be happy with your purchase. We offer a 14-day return period for eligible products purchased directly through our website.
Returns
To be eligible for a return:
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The return must be requested within 14 days of the delivery date.
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The item must be in its original condition.
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The item must be unopened and unused.
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The item must include its original packaging and accompanying materials.
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Personalized or customized items are not eligible for return.
This policy applies to purchases made directly through our website.
If you purchased a Hana Fragrance product through an authorized retailer, please refer to that retailer's own return policy.
How to Request a Return
To request a return, contact our Customer Service team at hello@hanafragrance.com within 14 days of receiving your order.
Please provide:
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Your order number
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The product you wish to return
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The reason for the return
Our Customer Service team will provide you with the return instructions and return address.
Please package the item securely to prevent damage during return transit.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to an error on our part, such as receiving an incorrect item.
We recommend using a trackable shipping service when returning an item. Hana Fragrance is not responsible for items lost during return transit.
Free Shipping Orders
If your original Singapore order qualified for free shipping and returning item(s) reduces the remaining order value below the S$90 free-shipping threshold, a S$6.10 shipping charge will be deducted from the refund for the returned item(s).
Refunds
Once we receive your returned item, we will inspect it to confirm that it meets our return requirements.
If the return is approved:
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The refund will be issued to the original payment method used for the purchase.
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Please allow 2–7 working days for the refund to appear in your account after the refund has been processed.
If the returned item does not meet our return requirements, the return may be rejected and a refund may not be issued.
Cancellations
Orders cannot be cancelled once they have been shipped.
If your order has not yet been shipped, you may contact us as soon as possible to request a cancellation.
Approved cancellations will be issued as store credit, rather than a cash refund. Store credit can be used toward a future purchase from Hana Fragrance.
Cancellation requests are not guaranteed once an order has entered the processing or dispatch stage.
Exchanges
We currently do not offer direct exchanges.
If you would like a different product, please follow the return process for the eligible item and place a new order for the product you want.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 24 hours of receiving your order.
Email: hello@hanafragrance.com
Phone: +65 8744 1000
Please provide your order number along with clear photographs and video evidence of the damage or defect.
Please do not dispose of the damaged product or packaging. We may require the product to be returned to us for further inspection or to submit a claim to our supplier or courier.
Once the issue has been verified, we will provide a replacement for the faulty item.
Incorrect Items
If you receive an incorrect item, please contact us within 24 hours of receiving your order.
Please:
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Do not open the incorrect item.
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Contact us at hello@hanafragrance.com or +65 8744 1000.
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Provide your order number and details of the incorrect item.
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Follow the return instructions provided by our Customer Service team.
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Return the item in its original condition, including its packaging and accompanying materials.
Once we receive and verify the incorrect item, we will arrange a replacement as applicable.
Failure to follow these instructions may affect our ability to process the return or replacement.
Contact Us
For questions about returns, refunds, cancellations, or exchanges, please contact:
Hana Global Pte Ltd
10C Jalan Ampas, #04-01
Ho Seng Lee Flatted Warehouse
Singapore 329513
Singapore
Email: hello@hanafragrance.com
Phone: +65 8744 1000
Customer Service Hours: Monday–Friday, 10:00 AM–6:00 PM