Refund policy

Your satisfaction is important to us. We proudly stand behind the quality of our products and are committed to resolving any concerns quickly and professionally.

To ensure the fastest and smoothest experience, we prioritise refunds and replacements rather than physical returns. This allows us to resolve issues efficiently.

To assess claims accurately, supporting evidence such as photos or short videos may be required before a refund or replacement is approved.

We have a 30-day refund or replacement policy, which means you have 30 days after receiving your item to request a refund or replacement if your item arrives damaged, defective or you receive an incorrect product. Items must be unused and in their original condition.

Customers must contact our support team before opening a dispute or chargeback so we can resolve the issue quickly and fairly.

To start a request, please contact our support team at info.digihanei@gmail.com. To help assist you quickly please include:

• Your order number
• Brief description of the issue
• Supporting photos or video

Once reviewed, we'll confirm the best resolution for you.

Issues must be reported within 30 days of confirmed delivery. Requests submitted outside this timeframe may not be eligible for resolution.

Refunds 

Approved refunds are 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 info.digihanei@gmail.com

Shipping fees (if applicable) are non-refundable unless the item was faulty or incorrect.

 

Replacements 

Replacements are offered at no additional cost when an item is faulty, damaged, or incorrect. Replacement shipping times may vary depending on availability.

 

Returns (When Required) 

Returns are not routinely required.

In rare cases, an item may need to be returned to our fulfilment partner for inspection. If this is necessary:

• We will provide full instructions before any return is made

• Return shipping costs are generally the responsibility of the customer

• Returns must never be sent without prior approval

Returns are requested only when absolutely necessary.

Non-Returnable Items

• Personalised or custom-made items

• Personal care or hygiene products

• Hazardous items, flammable liquids, or gases

Due to the nature of these items returns are not accepted, refund or replacement are only available if the item arrives damaged, defective or incorrect. Supporting evidence (photos or videos) is required.

 

Shipping Transparency

We aim to keep our pricing fair and transparent. 

While many orders include complimentary shipping, return shipping costs are the customer’s responsibility unless the issue is due to a fault or error on our part.

Sale Items

Refunds for sale or discounted products are only available if the item arrives damaged, defective, or incorrect. Change-of-mind returns on sale items are not accepted.

Gift Cards

All gift cards are final sale and non-refundable. They cannot be replaced if lost, stolen, or partially used.

 

Our Commitment

We handle every request with care, fairness, and attention to detail. Our goal is to ensure you feel confident shopping with us today and in the future.

If you have any questions, our support team is always happy to help.