Refund policy
Effective Date: 25 September 2026
Last Updated: 27 October 2026
At Hanexo, customer satisfaction, transparency and fair business practices are important to us. Hanexo is a trading name of HANEXO LTD (company number 17456301), and "we", "us" and "our" mean HANEXO LTD.
This Return and Refund Policy explains the terms and procedures for returning products, cancelling orders, requesting exchanges and receiving refunds when purchasing from our website, https://hanexo.co.uk/.
We serve customers in the United Kingdom.
Nothing in this policy excludes or restricts any statutory consumer rights that cannot legally be excluded.
1. Your Consumer Rights
United Kingdom
If you are purchasing as a consumer in the United Kingdom, your legal rights are protected by applicable UK legislation, including:
Consumer Rights Act 2015
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
For most eligible products purchased online, you have the right to cancel your purchase within 14 days after receiving the goods without providing a reason.
You also have separate statutory rights if products are faulty, damaged, misdescribed or not of satisfactory quality.
2. UK 14-Day Cancellation Period
For eligible online purchases made by UK consumers, you have 14 days to inform us that you wish to cancel your order.
The cancellation period generally ends 14 days after:
You, or a person nominated by you other than the carrier, receive the goods.
You receive the last item of an order where goods are delivered separately.
You receive the final instalment or piece of goods delivered in multiple instalments.
You are not required to provide a reason for cancelling an eligible order.
To exercise your right, you must notify us through a clear statement, such as an email, before the cancellation period expires.
You can contact us at hanexo.limited@gmail.com.
3. How to Request a Return or Cancellation
To request a return, cancellation, refund or exchange, please contact our customer support team.
Email: hanexo.limited@gmail.com
For faster assistance, please include:
Your full name
Order number
Email address associated with the order
Product name or item being returned
Reason for the request, where applicable
Photographs of damaged, faulty or incorrect products, where available
For UK statutory cancellations, providing a reason is optional.
We recommend contacting us before dispatching a return so that we can provide instructions and identify your parcel efficiently.
Contacting us in advance is not a condition of exercising your statutory cancellation rights.
Official Return Address
HANEXO LTD
Flat 3 Newton Mount
Abbey Road
Rhos On Sea
Colwyn Bay
LL28 4NP
Wales
United Kingdom
Please package returns securely and include your order number where possible.
4. Returning Products
For UK statutory cancellations, you must return the goods without undue delay and no later than 14 days after notifying us of your cancellation, unless we have offered to collect them.
The deadline is met if the goods are sent before the 14-day period expires.
We recommend:
Using secure packaging
Including your order number
Using a tracked delivery service
Keeping proof of postage
Original packaging is recommended where available but is not a mandatory condition of exercising a statutory cancellation right.
Customers remain responsible for handling goods with reasonable care.
5. Condition of Returned Items
Returned products should be treated with care.
Where reasonably possible, products should be:
Clean and in good condition
Returned with their original tags and packaging
Accompanied by supplied accessories
Free from unnecessary damage
UK consumers are entitled to inspect and handle goods to the extent necessary to establish their nature, characteristics and functioning, similar to what would normally be permitted in a retail shop.
If handling goes beyond what is reasonably necessary and reduces the value of the goods, we may make a lawful deduction from the refund.
Simply trying on clothing or opening packaging does not automatically remove your statutory cancellation rights.
These conditions do not restrict your rights concerning faulty or misdescribed goods.
6. Return Shipping Costs
Change-of-Mind Returns
For eligible UK statutory cancellations, customers are generally responsible for the direct cost of returning unwanted goods, provided this responsibility was properly disclosed before purchase.
Where applicable law requires HANEXO LTD to cover return shipping costs, we will do so.
Faulty, Damaged or Incorrect Products
If you receive a faulty, damaged, defective or incorrect product, HANEXO LTD will cover reasonable return costs where required by applicable law.
Depending on the circumstances, we may provide a prepaid return label, arrange collection or reimburse reasonable postage costs.
Please contact us before arranging an unusually expensive return shipment.
7. Faulty, Damaged or Incorrect Products
If your product arrives damaged, defective, faulty, incomplete or different from what you ordered, please contact us as soon as reasonably possible.
Email: hanexo.limited@gmail.com
Please provide your order number and a description of the issue.
Photographs or videos may help us investigate, but they are not an absolute requirement for exercising statutory rights.
UK Consumer Protections
Under the Consumer Rights Act 2015, products must generally be:
Of satisfactory quality
Fit for their intended purpose
As described
If goods do not meet these requirements, customers may be entitled to remedies including rejection, repair, replacement, price reduction or refund.
In many cases, UK consumers have a short-term right to reject faulty goods within 30 days.
After that period, repair or replacement rights may apply, followed by other remedies where legally appropriate.
Legal rights for faulty goods may continue beyond the initial 30-day period.
8. Refund Eligibility
Refunds may be available where:
You validly exercise a statutory cancellation right.
You receive faulty, defective or misdescribed goods.
You receive an incorrect product.
Your order is cancelled and a refund is legally required.
A return has been accepted under an applicable voluntary return arrangement.
Applicable consumer law otherwise requires a refund.
Refund eligibility depends on the circumstances and the relevant legal requirements.
We will not impose conditions that unlawfully restrict statutory consumer rights.
9. Refund Processing and Timeframes
UK Statutory Cancellations
For valid UK statutory cancellations, we will reimburse payments that must legally be refunded, including the standard original delivery charge where applicable.
We are not required to reimburse additional delivery costs arising from your choice of a more expensive delivery method than our least expensive standard delivery option.
Refunds will be issued without undue delay and no later than 14 days after we are informed of your cancellation, subject to our legal right to withhold reimbursement until we receive the returned goods or receive evidence that you have sent them back, whichever occurs first.
This withholding right applies where legally permitted and where we have not offered to collect the goods.
Other Refunds
For faulty products and other approved returns, refunds will be processed in accordance with applicable law and any relevant return arrangement.
Where a statutory refund deadline applies, that deadline will take priority.
We will notify you when your refund has been initiated.
10. Shopify Payments and Refund Methods
HANEXO LTD uses Shopify-supported payment processing, including Shopify Payments where available.
When a refund is issued, it will ordinarily be processed through the payment system associated with your original transaction.
Refunds will generally be returned to the original payment method unless an alternative is agreed and permitted by law.
The time taken for a refund to appear in your account may vary depending on:
Your bank
Card issuer
Original payment method
Payment provider processing procedures
The time required for your bank to credit an issued refund is separate from our legal obligation to initiate a refund within the required timeframe.
We do not charge additional administration fees for refunds required under applicable consumer law.
If the original payment method is no longer available, please contact us for assistance.
11. Original Delivery Charges
Where an eligible UK statutory cancellation applies, we will refund the standard outbound delivery cost paid for the cancelled order, where legally required.
If you selected an enhanced delivery service, such as express shipping, we are not required to refund the additional amount above our least expensive standard delivery option.
For partial order returns, the treatment of delivery charges will depend on the circumstances and applicable law.
12. Exchanges
We may offer exchanges for a different size, colour or product, subject to availability and the applicable return arrangement.
To request an exchange, contact:
Please include your order number and the replacement item or variation requested.
If the requested item is unavailable, we will discuss an appropriate alternative.
For faulty or misdescribed products, exchanges and replacements will be handled consistently with applicable statutory remedies.
13. Items Excluded From Change-of-Mind Returns
Certain products may be excluded from statutory cancellation rights where a specific legal exception applies.
Depending on the circumstances, examples include:
Products made to a customer's specifications or clearly personalised
Certain sealed products unsuitable for return due to health protection or hygiene reasons once unsealed after delivery
Other goods specifically exempted under applicable legislation
Any exception applies only where the relevant legal conditions are met.
Discounted or sale items are not automatically excluded from UK statutory cancellation rights.
These exceptions do not remove statutory remedies for faulty, damaged or misdescribed goods.
14. Order Cancellations Before Dispatch
If you need to cancel an order before dispatch, please contact us as soon as possible.
Email: hanexo.limited@gmail.com
We will try to accommodate cancellation requests before the order is handed to the delivery provider.
If your order has already been dispatched, applicable statutory cancellation rights remain available.
For UK consumers, eligible statutory cancellation rights can generally be exercised before delivery as well as during the applicable cancellation period.
Where HANEXO LTD cancels an order because goods are unavailable or cannot be supplied, we will provide any refund required by applicable law.
15. Lost, Missing or Delayed Deliveries
If your order has not arrived within the stated delivery period, please contact us.
We will investigate the issue and, where appropriate, contact the delivery provider.
For UK customers, applicable consumer law governs delivery deadlines, risk during transit and remedies for non-delivery.
Unless a different delivery period has been agreed, UK consumer law generally requires delivery without undue delay and within 30 days after the contract is entered into.
Please also review our Shipping Policy for delivery arrangements.
16. Missing Refunds
If you have received a refund confirmation but the funds have not appeared in your account, please:
Check the original payment method.
Review any processing information supplied by your bank or card provider.
Contact your payment provider if necessary.
Contact Hanexo if the refund remains outstanding.
Email: hanexo.limited@gmail.com
Please provide your order number and refund confirmation so we can investigate.
17. Changes to This Policy
HANEXO LTD reserves the right to update this Return and Refund Policy to reflect changes in business operations, customer service procedures and legal requirements.
Any updates will be published on our website with the relevant revision date.
Policy changes will not retrospectively remove statutory consumer rights or alter contractual rights already applicable to completed purchases.
18. Contact Information and Official Returns Address
For questions regarding returns, refunds, cancellations, defective products or exchanges, please contact:
HANEXO LTD
Flat 3 Newton Mount
Abbey Road
Rhos On Sea
Colwyn Bay
LL28 4NP
Wales
United Kingdom
Email: hanexo.limited@gmail.com
Business Name: Hanexo
Company Number: 17456301
Website: https://hanexo.co.uk/
Official Returns Address: The address stated above.
Please include your order number with returned goods where possible.
19. Model Cancellation Form — UK Customers
You may use the following form to exercise your statutory cancellation right, but you are not required to use it.
To: HANEXO LTD
Email: hanexo.limited@gmail.com
I hereby give notice that I cancel my contract of sale for the following goods:
Product(s): ______________________________
Order Number: ____________________________
Ordered On: ______________________________
Received On: _____________________________
Customer Name: ___________________________
Customer Address: ________________________
Date: ____________________________________
Signature: ________________________________
(Only required if submitting this form on paper.)
Hanexo
https://hanexo.co.uk/
Your statutory rights under applicable consumer protection laws remain unaffected.
