Refund Policy
We want you to love your purchase. Easy returns and refunds within 30 days.
Last updated: December 15, 2024
Quick Summary
30-Day Returns
Return items within 30 days of delivery for a full refund
Free Returns
We provide prepaid return labels for your convenience
Quick Refunds
Refunds processed within 3-5 business days
How to Return Items
Follow these simple steps to return your items hassle-free
Contact Us
Email us at returns@hanabelle.com or call +62 812-3456-7890 within 30 days of delivery.
Get Return Authorization
We'll provide a Return Authorization Number (RMA) and return shipping label.
Package Items
Pack items securely in original packaging with all tags and accessories.
Ship Back
Use our prepaid return label or drop off at any authorized shipping location.
Processing
We'll inspect items and process your refund or exchange within 3-5 business days.
1. Return Eligibility
We accept returns within 30 days of delivery date. To be eligible for a return, items must be:
Returnable Items
- Unworn and in original condition
- With all original tags attached
- In original packaging
- Including all accessories
- Free from odors, stains, or damage
Non-Returnable Items
- Intimate apparel and swimwear
- Custom or personalized items
- Final sale items
- Items damaged by misuse
- Items without original tags
2. Exchanges
We offer exchanges for size and color within the same product line, subject to availability:
- Size Exchanges: Available for all eligible items within 30 days
- Color Exchanges: Available if the desired color is in stock
- Style Exchanges: Not available - please return and place a new order
- Price Differences: If exchanging for a higher-priced item, you'll pay the difference
- Sale Items: Can be exchanged for the same item in different size/color only
Exchange Tip: Exchanges are processed as a return and new order to ensure the best experience and fastest processing.
3. Refund Process & Timeframes
Once we receive and inspect your returned items, we'll process your refund according to the following timeframes:
| Payment Method | Refund Time | Notes |
|---|---|---|
| Credit Card | 3-5 business days | After processing |
| Debit Card | 3-7 business days | After processing |
| Bank Transfer | 2-3 business days | After processing |
| Digital Wallet | 1-2 business days | After processing |
| Store Credit | Immediate | Upon processing |
Note: Refund timeframes start after we receive and inspect your returned items. You'll receive an email confirmation once your refund has been processed.
4. Return Shipping
Free Return Shipping
- Orders over Rp 500,000
- Defective or damaged items
- Wrong item sent
- Quality issues
Customer Pays Shipping
- Change of mind returns
- Orders under Rp 500,000
- Size or color preferences
- Customer error in ordering
Return shipping costs are typically Rp 25,000 - Rp 50,000 depending on location and item size. We'll deduct this amount from your refund if applicable.
5. Damaged or Defective Items
If you receive damaged or defective items, we sincerely apologize. Please contact us immediately:
- Take photos of the damage or defect
- Contact us within 7 days of delivery
- Include your order number and photos
- We'll arrange immediate replacement or full refund
- Return shipping is free for these cases
Quality Guarantee: We stand behind the quality of our products. If you're not satisfied with the quality of any item, we'll make it right with a replacement or full refund.
6. Sale Items and Final Sale
Sale Items
- Returnable within 30 days
- Must meet all return conditions
- Refund at sale price paid
- Cannot be exchanged for full-price items
Final Sale Items
- All sales final - no returns
- Clearly marked at checkout
- Usually clearance items
- Exchanges only for defective items
7. International Returns
For international customers, please note:
- Returns must be initiated within 30 days of delivery
- Customer responsible for return shipping costs
- Use tracking and insurance for valuable items
- Customs duties and taxes are non-refundable
- Processing may take 7-14 business days
We recommend contacting our customer service team before returning international orders to ensure the most cost-effective return method.
8. Contact Us for Returns
Our customer service team is here to help with all return and refund questions:
Email Support
- Returns: returns@hanabelle.com
- General: hello@hanabelle.com
- Response Time: Within 24 hours
Phone Support
- Phone: +62 812-3456-7890
- Hours: Mon-Fri 9:00 AM - 6:00 PM WIB
- Sat: 10:00 AM - 4:00 PM WIB
Return Address
Hanabelle Returns DepartmentPenjaringan, North Jakarta 14440
Indonesia
Important: Please include your RMA number on the return package.
9. Policy Updates
We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date. We encourage you to review this policy periodically. For questions about our refund policy, please contact our customer service team.