SHIPPING, CANCELLATION, AND REFUND POLICY
Cancellation Before Shipment
If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees. We require a cancellation request to be submitted by emailing us at [email protected] Once the cancellation request is received, a full refund will be initiated. We would advise a cancellation request within 12 hours of your order submission for cancellation before the shipment of the goods.
The following are the policies to be eligible for return requests after the shipment/ receipt of goods:
- All goods sold are non-refundable except (i) Failed Delivery, (ii) Wrong Delivery, and (iii) Damaged goods during delivery.
- Only items purchased directly from Haje | Suflyka Online Store can be eligible for a return.
- Any Haje | Suflyka Online Store product purchased through other retailers is not eligible for this policy and must follow the retailers’ returns and refunds policy.
- Change of order and cancellation of the order will not be permitted once payment has been confirmed. Any cancellations due to a change of mind will not be accepted.
- We reserve the right to reject any cancellation or refund deemed unfit or unreasonable.
- Goods are eligible for a return if the following are applied:
- Incorrect: The item is not the item you ordered. The wrong size or color is different from what is indicated on the order summary, or there are missing items inside the packaging.
- Damaged: The items are found to be damaged upon receipt. Things have been tampered with/refurbished, or modified. Customers will be responsible for all shipping charges to return goods. Returns are applicable only for a complete Haje | Suflyka Online Store product.
- Returned items must meet the following requirements: The item must be shipped back to us within seven working days of receipt. (as proved by the postal or courier receipt). You have proof of purchase (order invoice number and receipt). The item must be in new condition and returned in its original packaging, with gifts received with it. All packaging must be unused, unmarked, and not defaced in any manner. Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during the return delivery.
Your full refund will be issued once we have received and examined the returned goods at our return center. Once the returned goods fulfill our return policy, a full refund will be initiated. The method of refund will be processed depending on your original payment method:
- Online Bank Transfer, full refunds will be credited into your bank account via online transfer, which should be posted within 3-5 working days.
- Credit card refund services, refunds will be sent to the card-issuing bank.
- Kindly contact your card-issuing bank concerning the duration of the credit refunds.
Shipping Address: We will only ship to addresses provided in the billing address or shipment address provided during your purchase. Please ensure correct addresses and reachable phone numbers are provided when completing your order. We do not ship to P.O. Boxes (Post-Office Box) and only to valid legitimate shipping addresses. We will not be liable if an incorrect shipping address is provided and goods are returned to us. All re-delivery of goods to you will be charged for associated shipping charges which will be disclosed upon request for a second delivery attempt.
Change In Shipping Address: If you request a shipping address change, please email us at [email protected] within 12 hours of your order submission. If the request for a change in shipping address is made after 24 hours of order confirmation, customers will be responsible for any associated shipping charges.
Shipping Time: It typically takes 2-5 working days (Monday to Friday) for goods to arrive at your destination. The shipment will be delivered weekly on weekdays during office hours between 10:00 am and 5:00 pm.
Tracking Number: Once the goods are picked up by our shipping partner, the tracking I.D. for the package will be available. Any communication is to be via email/mobile app/SMS. For non-tangible products or services, confirmation of order and receipt will be communicated via email/mobile app/SMS. Proof of purchase, invoice, or delivery order will be available.
We reserve the right to amend this policy from time to time if deemed necessary, in which no prior notification or approval from the customer is required.