Return & Refund Policy
RETURN & REFUND POLICY
Effective Date: January 28, 2026
At Hateefy, we stand behind the quality of our craftsmanship. Every handcrafted wooden candlestick is professionally inspected before shipping to ensure it meets our rigorous standards for wood grain, finish, and structural integrity.
However, we understand that transit can be unpredictable or that plans may change. Our policy is designed to be fair and transparent, offering clear paths to a resolution whether you require a replacement or a refund.
1. Return Window
We accept return requests and claims within 30 days of delivery. If 30 days have passed since your order was delivered, we unfortunately cannot offer a refund or exchange.
2. Eligibility for Returns
To qualify for a refund (for reasons other than damage), the item must be in its Original Condition:
Condition: The candlestick must be unused, free from wax residue, scratches, stains, or any signs of wear.
Packaging: Items must be returned in their original packaging with all protective cushioning included.
Non-Returnable Items: Personalized or custom-engraved items cannot be returned unless they arrive defective or damaged.
3. Return Scenarios
A. Damaged, Defective, or Incorrect Item (Our Responsibility)
If your order arrives damaged, broken, or if we sent the wrong item, Hateefy takes full responsibility.
Reporting: Please inspect your order upon reception and contact us at support@hateefy.com within 72 hours with photos of the damage and the packaging.
Your Choice of Resolution:
Free Replacement (Fastest): We will ship a brand-new replacement immediately at no cost to you.
Full Refund: If you prefer not to wait for a replacement, we will issue a full refund (including shipping costs) to your original payment method.
B. Change of Mind (Your Choice)
If the item is in perfect condition but you decide it does not fit your space or style:
Return Shipping: You are responsible for the cost of shipping the item back to our designated facility. We strongly recommend using a trackable shipping service, as we cannot issue a refund for items lost in transit.
Refund Amount: We will refund the Product Price only.
Non-Refundable Fees: The original flat-rate shipping fee ($9.99) is non-refundable. For orders that qualified for Free Shipping, we will deduct the actual original shipping cost incurred by Hateefy from your final refund.
No Restocking Fee: We do not charge restocking fees for items returned in their original, sellable condition.
4. How to Initiate a Return
Email Us: Contact support@hateefy.com with your Order Number, clear photos (if damaged), and your preferred resolution (Refund or Replacement).
Review: Our team will review your request and provide the correct Return Address and specific instructions.
Pack & Ship: Securely repack the item to prevent damage during the return trip. Once received and inspected at our workshop, we will finalize your request.
5. Cancellation Policy
We work efficiently to process and ship your decor.
Window: All orders may be canceled for a full refund within 24 hours of purchase.
Post-Window: Once the 24-hour window has passed or a tracking number has been issued, the order cannot be canceled. You must receive the package and follow the standard “Change of Mind” return process.
Refused Packages: Please do not refuse delivery. If a package is refused and returned to us, the carrier’s return shipping fees will be deducted from your refund.
6. Refund Timeline
Processing Time: Once a return is approved, we process your refund within 7 business days.
Posting Time: Depending on your financial institution, please allow an additional 5–10 business days for the funds to post to your account. Refunds are always issued to the original payment method (Visa, MasterCard, PayPal, etc.).
7. Contact Us
For any questions regarding our return process, please reach out to our support team:
- Address: 5606 Homewood Dr, Lockport, NY 14094-6102, United States
Email: support@hateefy.com
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (ET - Eastern Time)
