Refund policy
Return & Refund Policy
Hae Beauty
Last updated: September 15 2026
At Hae Beauty, we want you to love every product you order. If something isn't right, we're here to help. Please read the policy below so you know exactly how returns, refunds, and exchanges work.
1. Return Window
You have 30 days from the delivery date to request a return. Requests made after 30 days cannot be accepted.
2. Return Eligibility
Because skincare products are personal-care items, we can only accept returns that meet all of the following conditions:
- The item is unopened, unused, and in its original packaging
- Any protective seal, shrink wrap, or safety sticker is intact
- The item is not damaged by the customer
- You can provide your order number or proof of purchase
Items returned in used, opened, or unsealed condition cannot be restocked for health and safety reasons and will not be eligible for a refund.
3. Non-Returnable Items
The following cannot be returned or refunded:
- Opened or used skincare products (unless damaged, defective, or incorrect — see Section 4)
- Gift cards
- Items marked "Final Sale" or "Clearance"
- Free gifts, samples, and promotional items
- Items returned without prior return authorization
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you received the wrong product, contact us at support@haebeauty.com within 7 days of delivery and include:
- Your order number
- A short description of the issue
- Clear photos of the product and the shipping box
We'll send a free replacement or a full refund, including original shipping costs. You will not be charged for return shipping in these cases, and in most situations we won't ask you to ship the item back.
5. How to Start a Return
- Email support@haebeauty.com with the subject line "Return Request – [Your Order Number]".
- Tell us which item(s) you'd like to return and why.
- Our team will reply within 1–2 business days with return authorization and the return shipping address.
Please do not ship any item back before receiving return authorization. Unauthorized returns may be refused or returned to sender.
6. Return Shipping Costs
- Change of mind / no longer wanted: the customer is responsible for return shipping costs. Original shipping charges are non-refundable.
- Damaged, defective, or incorrect item: Hae Beauty covers all shipping costs.
We recommend using a trackable shipping service. Hae Beauty is not responsible for returns lost or damaged in transit without tracking.
7. Refunds
Once your return arrives at our facility, we inspect it within 3–5 business days.
- If approved, your refund is issued to the original payment method.
- Refunds typically appear on your statement within 5–10 business days, depending on your bank or card issuer.
- You will receive an email confirmation when your refund is processed.
- Original shipping fees are refunded only when the return is due to our error.
If your return does not meet the conditions in Section 2, we'll contact you before making a decision, and we can ship the item back to you at your expense.
8. Exchanges
We currently process exchanges as a return + new order. Request a refund for the original item following Section 5, then place a new order for the product you want. This is the fastest way to get the correct item, since popular products sell out quickly.
9. Order Cancellations and Changes
You may cancel or modify your order within 12 hours of purchase, as long as it has not yet shipped. Email support@haebeauty.com as soon as possible. Once an order has been handed to the carrier, it can no longer be cancelled and must be handled as a return.
10. Lost or Stolen Packages
If tracking shows your package as delivered but you cannot find it:
- Check with neighbors, building management, or your mail carrier
- Contact us within 7 days of the delivery date
We'll open a claim with the carrier and work with you to resolve it. Hae Beauty is not responsible for packages marked delivered to an address provided incorrectly by the customer.
11. Skin Reactions and Sensitivity
Every skin type is different, and we cannot guarantee that a product will suit everyone. We always recommend patch-testing a new product before full use. If you experience an adverse reaction, stop using the product and contact support@haebeauty.com — we review these situations individually and will do our best to find a fair solution.
This policy is not medical advice. If you have a serious reaction, please seek care from a licensed healthcare professional.
12. Late or Missing Refunds
If you haven't received your refund after 10 business days:
- Check your bank account again
- Contact your credit card company or bank — processing times vary
- If it still hasn't appeared, email us at support@haebeauty.com and we'll follow up
13. Contact Us
Hae Beauty Customer Support Email: support@haebeauty.com Hours: Monday to Friday, 8:00 AM – 5:00 PM (Closed on weekends and holidays)
We reply to all messages within 1–2 business days.