Refund policy
RETURN AND REFUND POLICY
Effective Date: 25 September 2026
Last Updated: 25 September 2026
At Hanexo Ltd, we want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, cancellations and refunds are handled.
1. YOUR LEGAL RIGHTS
If you are a consumer in the United Kingdom, you have legal rights under applicable UK consumer protection laws.
For most online purchases of goods, you generally have the right to cancel your order within 14 days of receiving the goods, subject to applicable legal exceptions.
Nothing in this policy affects your statutory rights.
2. CANCELLATION PERIOD
For eligible online purchases, you may cancel your order within 14 days of receiving the goods without giving a reason.
If your order contains multiple products delivered separately, the cancellation period normally begins when you receive the final product.
3. HOW TO REQUEST A RETURN OR CANCELLATION
To request a return or cancellation, contact us at:
Email: info@hanexo.co.uk
Please include:
- Your full name
- Order number
- Email address used for the order
- Product(s) you wish to return
- Reason for the return, where applicable
Please contact us before sending a product back so we can provide the appropriate return instructions.
4. CONDITION OF RETURNED PRODUCTS
Returned products should be kept in their original condition.
Where applicable, products should:
- Be unused
- Be in their original packaging
- Include original tags, labels and accessories
- Not show unnecessary signs of use or damage
You may handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functionality.
Where permitted by law, we may take account of any reduction in value caused by handling beyond what is reasonably necessary.
5. RETURN SHIPPING COSTS
Unless the product is faulty, damaged, incorrect, or applicable law requires otherwise, you may be responsible for the cost of returning an unwanted product.
We will provide return instructions when your return request is approved.
6. FAULTY, DAMAGED OR INCORRECT PRODUCTS
If your product arrives faulty, damaged, defective, or different from what you ordered, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs or video where appropriate
We will assess the issue and provide an appropriate remedy in accordance with applicable UK consumer law.
Your statutory rights regarding faulty or misdescribed goods are not affected by this policy.
7. REFUNDS
Once an eligible return has been approved and the applicable requirements have been met, we will process your refund.
Where required by applicable law, refunds will normally be made using the same payment method used for the original transaction, unless another method has been agreed.
For cancellations under applicable UK distance-selling rules, refunds will be processed within the legally required timeframe.
8. ORIGINAL DELIVERY COSTS
Where a consumer legally cancels an eligible order under applicable cancellation rules, we will refund the standard delivery charge paid for the original order.
Any additional cost resulting from choosing a more expensive delivery option may not be refundable where permitted by law.
9. EXCEPTIONS
Certain products or orders may be excluded from statutory cancellation rights where an applicable legal exception applies.
For example, goods made to a consumer's specifications or clearly personalised may fall within an exception to the standard 14-day cancellation right.
Any applicable exception will be communicated where relevant.
10. EXCHANGES
We may offer exchanges where appropriate and subject to product availability.
Where an exchange is not available, we may process a refund or other remedy in accordance with applicable law.
11. CONTACT
For return, cancellation or refund requests, please contact:
Hanexo Ltd
Flat 3 Newton Mount
Abbey Road
Rhos On Sea
Colwyn Bay
LL28 4NP
Wales
United Kingdom
Email: info@hanexo.co.uk
Company Number: 17456301
Website: https://hanexo.co.uk/