Return Policy

Return Policy
Last updated: July 7, 2022
At Hazel Hue, we do everything we can to keep our customers satisfied. However, there may be times when you wish to return a product. Below, we clearly explain our return policy. We’re happy to work with you—if you have any questions, please contact us first at Info@hazelhue.com

1. How We Operate
Hazel Hue operates on a direct-from-supplier model. To reduce waste and lower our CO₂ emissions, we do not maintain a large inventory of our own: items that are out of stock are shipped directly from our supplier (based in China). This means that returns must also be sent to our supplier’s return address in China.

2. Timeframe and Request
You can request a return within 14 days of receiving the item by emailing Info@hazelhue.com.
You can only request a return after you have physically received the item.
When submitting your request, always include your order number and a valid reason for the return.
Upon approval, we will provide you with our supplier’s return address.

3. Conditions
A valid reason for the return is always required.
Items must be unused, unwashed, undamaged, and in their original condition, with all labels and tags still attached.
Trying on is allowed; wearing is not.
Discounted (sale) items cannot be returned without a valid reason.
Intentionally ordering multiple sizes with the intention of returning (some of them) is not permitted.
Purposely ordering multiple sizes with the intention of returning (some of them) is not permitted.
Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear, and jewelry), unless they are unopened and unused.

4. Return Costs and Process
Return costs are entirely the customer’s responsibility, including international shipping and any customs fees.
The item must be returned to our supplier’s return address in China.
The customer is responsible for shipping, costs, and tracking the return shipment.
We always recommend using a shipping method with track & trace; without proof of shipment, we cannot process a return

5. Customer-Friendly Interim Solution
Since international returns can be expensive and time-consuming, we’d be happy to work with you to find a suitable interim solution (such as a partial refund or discount), which we’ll agree upon by email after mutual consultation. Please always contact us first at Info@hazelhue.com before returning anything.

6. Defective, Incorrect, or Damaged Item
If something is wrong with your order—for example, the size, fit, or quality—please send us an email within 14 days of receipt, including clear photos and a description of the problem. Without photos and a description, we cannot process your complaint, and you will not be entitled to a return or refund. With this information, we will find a suitable solution as quickly as possible.

7. Refunds
A refund can only be issued after the item has been received and approved at the return address in China. Upon approval, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs are not refunded.

8. Cancellations
You may not cancel an order once it has been placed and is being processed. No refund or chargeback may be initiated until the item has actually been delivered and received. If you have a question or issue with your order, please contact us first at info@hazelhue.com instead of immediately initiating a chargeback or refund.

9. Liability
We are not responsible for lost packages if the tracking information indicates that the item has been delivered to the address provided by the customer.
An incorrectly provided address is the customer’s responsibility.
Errors in the address must be reported within 24 hours of placing the order via Info@hazelhue.com.