Refund policy

Return and Refund Policy

Sale Policy
At Hannovae, we strive to provide our customers with the highest-quality garments that meet their expectations for comfort and style. We understand that sometimes a product may not meet your needs or expectations, and we aim to make customer service as smooth as possible.

Every order is available for tracking. If you need assistance or exchange we're here to help! Please contact us in contacts and Create a Ticket.

Shipping policy

Please note that shipping fees are non-refundable for all orders, including pre-order and ready-to-ship pieces.

Eligible Returns

We accept returns for:

• Item received with manufacturing defects with clear quality control failures

• Incorrect items sent in error by our fulfilment team

• New, unworn items within 14 days of delivery.

Non-Eligible Returns

The following items cannot be returned or exchanged under any circumstances:

• Items opened, worn, washed, altered, or damaged by customer use

• Items without original tags, packaging, or authenticity elements

• Items purchased during promotional sales, sample sales, or marked as "Final Sale"

• Items damaged due to improper care, normal wear, or failure to follow care instructions

• Colour transfer or bleeding (characteristic of raw Japanese fabrics)

Cancellations

If you need to cancel an order, please contact us as soon as possible at help@hannovae.com. While we can guarantee that your order can be cancelled, we will do our best to cancel it before it is dispatched. Once an order has been shipped, we are unable to process a cancellation.

For pre-orders, cancellations are accepted at any time before dispatch.

Return Process & Timeframes

Manufacturing Defects/Incorrect Items:

1. Contact our customer service team within 14 days of delivery

2. Provide order number, clear photos, and detailed description of the manufacturing defect

3. Our team will assess eligibility and provide return authorization if approved

4. Return items in original condition with all tags and packaging

5. For defective items: We will compensate reasonable return shipping costs upon receipt of shipping receipt

6. Refund or replacement processed within 5-10 business days of receipt

Manufacturing Defects/Incorrect Items:

1. Contact our customer service team within 7 days of delivery

2. Provide order number, clear photos, and detailed description of the manufacturing defect

3. Our team will assess eligibility and provide return authorization if approved

4. Return items in original condition with all tags and packaging

5. For defective items: We will reimburse reasonable return shipping costs upon receipt of shipping receipt

6. Refund or replacement processed within 5-10 business days of receipt

Exchange Policy

Limited Exchanges: In exceptional circumstances, we may offer exchanges for alternative items of equal or greater value. This is at our sole discretion and subject to stock availability.

Product Information & Accuracy

Sizing & Measurements: All measurements may vary by 1-2cm due to the handcrafted nature of our garments.

Garments can be returned & exchanged for sizing errors but may not be refunded - Store credits can be issued also.

Color Accuracy: Product colors may appear different on various devices and screens. We are not responsible for color variations between digital images and actual products due to monitor settings, lighting, or photography techniques.

Stock Availability: Items may sell out between adding to cart and completing purchase. Payment authorization does not guarantee product availability.

Pre-Order Policy

Pre-Order Terms:

• Estimated delivery dates are approximations only and not guaranteed

• Pre-orders can be cancelled anytime once payment is processed

• Delays due to manufacturing, shipping, customs, or force maneuvre events do not entitle customers to cancellation or compensation

• Pre-order payments are final and non-refundable except for defective items upon delivery

• Production timelines may extend beyond initial estimates due to factors beyond our control

Sizing & Fit Guidance

Size Charts: Please refer to our detailed size charts and measurements before ordering.

Pre-Purchase Consultation: We strongly recommend contacting our customer service team if you're between sizes or have specific fit questions. This consultation service is provided to help you make the right choice the first time.

Exchange Fees:

• Customer pays shipping to return item to our warehouse

• Price difference must be paid if exchanging for higher-value item

• Exchanges are final and cannot be returned or exchanged again

Important: Return authorization must be obtained before sending any items back. Unauthorized returns will not be processed and items may not be returned to sender.

Exchange vs Return Shipping Costs

For Manufacturing Defects:

• We will provide either a return label or compensate return shipping costs

• Replacement items ship at no additional cost

Order Tracking
Every order is available for tracking so you can monitor your shipment's progress from dispatch to delivery.

Customer Support
If you need assistance or require an exchange, we're here to help! Please contact us through our contact information above and create a ticket. Our team will work with you to address any concerns or issues you may have with your order.

Contact for Support
For any questions or assistance, please reach out to us at help@hannovae.com, and we'll be happy to help resolve any issues.

Here's a more balanced version:

Customer Conduct Policy

Professional Interaction: We are committed to providing excellent customer service in a respectful and professional environment. We understand that concerns may arise, and we're here to help resolve them. However, we maintain standards for mutual respect in all interactions.

Customers who engage in any of the following behaviors may have their orders cancelled with a full refund issued, and may be prohibited from making future purchases with Hannovae®:

Threatening, abusive, or harassing language toward our staff
Disrespectful, demeaning, or insulting communication
Refusal to engage constructively or allow reasonable resolution attempts
Immediate hostility or blame without permitting dialogue
Aggressive behavior or unreasonable demands
Persistent lack of courtesy or consideration in communications

We value open communication and are always willing to work through issues with understanding and patience. However, we expect the same courtesy in return. Our team works diligently to provide quality products and service, and we reserve the right to decline service to customers who are unable to interact respectfully. A positive customer experience requires mutual respect and reasonable expectations from both parties.

Quality Standards

While we maintain high quality standards and inspect each piece before shipment, minor variations in handcrafted items are normal and not considered defects. Each authentic Hannovae® piece includes specific tags and packaging - items without these elements cannot be guaranteed authentic.

Authentication & Counterfeits

Authentic Products: All products sold through official Hannovae® channels include specific authenticity elements. We are not responsible for authenticating products purchased through unauthorized retailers or second-hand markets.

Counterfeit Policy: Hannovae® actively protects its intellectual property. Purchase of counterfeit items may result in legal action and does not qualify for any customer service support.

European Union Customers

In accordance with the EU Consumer Rights Directive, EU customers have the following additional rights:

14-Day Withdrawal Period: You may withdraw from your purchase within 14 days of delivery without giving any reason. This right applies in addition to our defective item return policy.

Withdrawal Process:

Contact us within 14 days of delivery to initiate withdrawal
Return items in original, unused condition with all tags and packaging
Items must not show signs of use beyond what is necessary to establish the nature, characteristics, and functioning of the goods (i.e., trying on like in a physical store)
You bear the cost of return shipping unless the item is defective
Refunds processed within 14 days of receiving returned items

Exclusions to Withdrawal Right:

Items that have been used beyond necessary examination
Items damaged or contaminated by customer use
Items without original packaging or tags
Custom-made or personalized items (including some pre-orders)

Return Condition Requirements: Items showing excessive wear, damage, or loss of value due to handling beyond what is necessary will result in deduction from refund amount as permitted by EU law.

United Kingdom Customers

United Kingdom Customers

UK customers purchasing from Hannovae (based in Mauritius) have rights under UK Consumer Contracts Regulations including:

14-Day Cancellation Right: UK customers may cancel orders within 14 days of delivery.

Digital Content: Rights may differ for any digital products or services.

Return Shipping: Customer responsible for return shipping costs unless item is defective or incorrectly described. International return shipping from the UK to Mauritius will apply.

Condition Standards: Items must be returned in the same condition as received, allowing only for reasonable examination.

Please note: As we operate from Mauritius, returns from the UK will require international shipping. We recommend using tracked shipping services.

Other International Jurisdictions

Customers in other countries may have additional consumer protection rights under local laws. Where local consumer protection laws provide greater rights than our policy, those local laws will apply to the minimum extent required.

Regional Variations:

Some jurisdictions may require different return timeframes
Cooling-off periods may apply to certain purchase types
Consumer guarantee laws may provide additional product quality rights
Local consumer protection agencies may provide dispute resolution services

Important Clarifications for All Customers

Return Shipping Responsibility:

Customers bear return shipping costs except for defective or incorrectly sent items
Choose economical shipping methods as we reimburse only reasonable shipping costs for defective items
Track all return shipments for your protection

Condition Requirements Apply Globally:

All returned items must be in original condition regardless of jurisdiction
Excessive wear, missing tags, or damage beyond reasonable examination will affect refund eligibility
We reserve the right to inspect all returned items before processing refunds

Pre-Order Considerations:

Pre-orders may qualify as custom-made items under some consumer protection laws
Withdrawal rights may be limited or excluded for made-to-order items
Production delays do not extend consumer protection timeframes

Contact Information & Support

Customer Service Contact: Email:help@hannovae.com Response Time: 1-2 business days.

Business Hours: Monday to Friday, 9:00 AM - 5:00 PM MUT Holiday Schedule: Reduced support during Mauritian public holidays

For size guidance, product information, or order inquiries, we're here to help you make informed decisions. However, final purchasing decisions remain the customer's responsibility.

Damage Limitations

In no event shall Hannovae® be liable for damages exceeding the purchase price of the specific item. This includes but is not limited to damage to other clothing, staining, color transfer, or any consequential damages from our products.

Promotional Offers & Discounts

Promotional Terms:

Discount codes cannot be combined unless explicitly stated
Promotions may be modified, restricted, or cancelled without prior notice
Sale items, promotional purchases, and items marked "Final Sale" are non-returnable and non-exchangeable
Discount code abuse or fraudulent use may result in order cancellation
Promotional prices are valid only during specified timeframes
We reserve the right to limit quantities during promotional periods

Customer Service & Communication

Response Times: We aim to respond to all inquiries within 24-48 hours during business days. Response times may vary during high-volume periods, holidays, or limited release events. Failure to respond within stated timeframes does not constitute agreement to customer requests.

Customer Service Limitations: Our team provides general product information and order assistance. We cannot provide specific styling advice, fit guarantees, or detailed fabric composition analysis beyond what is listed on product pages.

Account Security: Customers are responsible for maintaining account confidentiality and password security. Unauthorized purchases made through customer accounts are not Hannovae® responsibility.

Limited Collections & Seasonal Items

Collection Terms: Limited collections may not be reproduced or restocked. Discontinued items cannot be exchanged for newer releases or alternative products from different collections.

Seasonal Variations: Fabric weights, colors, and finishes may vary between production runs and seasons. These variations are intentional design elements, not defects.

Website Usage & Availability

Website Terms:

Unauthorized use, reproduction, or distribution of our website content is prohibited
We may suspend or terminate website access at our discretion for policy violations
User-generated content (reviews, photos, social media posts featuring our products) may be used by Hannovae® for marketing purposes
Website availability and functionality are not guaranteed

Technical Issues: We are not responsible for website outages, technical failures, or inability to complete transactions due to system issues. This includes missed limited releases due to technical problems.

Fabric Care & Important Notices

Raw Denim & Specialty Fabrics: Our premium Japanese fabrics, including raw denim and specialty-dyed materials, may transfer color during initial wears. This is characteristic of high-quality, authentic materials and is not considered a defect.

Color Transfer Liability: Hannovae® is not responsible for damage to other clothing, accessories, or items caused by color transfer or bleeding from our products. Customers assume full responsibility for potential color transfer.

Care Instructions: Detailed care instructions are provided with each garment. Failure to follow provided care instructions may result in damage not covered under our quality guarantee. Damage resulting from improper care, normal wear, or aging is not considered a manufacturing defect.

International Customers - Additional Terms

Currency & Payment

All prices displayed in British Pounds (GBP)
Currency conversion handled by customer's payment provider
International transaction fees are customer's responsibility
Local taxes, VAT, and duties are not included in our prices

Customs Compliance

International customers must comply with local import regulations
Falsifying customs declarations is prohibited and may result in order cancellation
Packages may be returned to sender due to customs non-compliance at customer's expense

Regional Restrictions

We reserve the right to restrict shipping to certain regions
Some payment methods may not be available in all countries
Local laws and regulations may affect product availability

Regional Consumer Protection Rights

Important Notice for International Customers: Consumer protection laws vary by jurisdiction and may provide additional rights beyond our standard policy. The following regional terms apply where local laws require:

Policy Updates & Modifications

We reserve the right to modify this policy at any time without prior notice. Changes take effect immediately upon posting. Continued use of our website or services constitutes acceptance of updated terms.

Orders placed before policy changes remain subject to the terms in effect at the time of purchase.

Governing Law & Jurisdiction

This policy is governed by the laws of Mauritius. Any disputes shall be subject to the exclusive jurisdiction of Mauritian courts. International customers agree to Mauritian law governing their transactions.

By placing an order with Hannovae, you acknowledge that you have read, understood, and agree to be bound by this Shipping & Returns Policy.