Widerrufsrecht
1. Right of withdrawal (EU customers)
If you are a customer located in the European Union, you have the statutory 14-day withdrawal period. This period starts from the day you receive your goods. Within these 14 days, you may cancel your order without giving any reason. You must inform us of your decision to withdraw before the 14-day period expires.
Custom-made, personalized embroidered items are not eligible for the right of withdrawal, as they are custom crafted according to your individual specifications. This applies to all custom embroidery orders.
2. Returns for non-custom products
For non-personalized, ready-to-ship embroidered goods, you may request a return within 14 calendar days after delivery. Items must be unused, unwashed, undamaged and in original condition with all tags attached. We reserve the right to refuse returned goods if they show signs of wear, stain or damage.
3. How to submit a return request
- Log in to your customer account and go to Orders.
- Select your order and submit a return / cancellation request. Or you may email us at sales@honganstitch.com with your order number.
4. Return shipping cost
- If you withdraw or return goods because you simply change your mind: you are responsible for return shipping fees.
- If items arrive defective, damaged or incorrect due to our mistake: we will cover the return shipping cost.
5. Refund timeline
Once we receive and inspect your returned package, we will process your refund within 14 working days. Refunds will go back to your original payment method. Bank processing delays may apply.
6. Damaged & defective items
Please inspect your parcel immediately upon receipt. If your item arrives damaged or faulty, take clear photos of the product and packaging, then contact us within 7 days of delivery. We will arrange replacement or refund after verification.
7. Exclusions
- Custom / personalized embroidered products (names, custom patterns, custom sizes) cannot be returned or cancelled once production starts.
- Sale items are final sale and non-refundable unless defective.
- Items damaged by improper washing, misuse or customer negligence are not eligible for refund.
8. Contact
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at admin@honganstitch.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at admin@honganstitch.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@honganstitch.com.
Email: sales@honganstitch.com Store: Hongan stitch Website: https://honganstitch.com