Refund policy
Last Updated: June 2026
At Hanaati, we want you to feel confident when placing an order. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions outlined below.
Order Cancellation
Orders may be cancelled within 1 hour of being placed.
After 1 hour, your order may already be processed and prepared for shipment. Once processing has begun, cancellation can no longer be guaranteed.
To request a cancellation, please contact us immediately at:
If the order has already been processed or shipped, it will be subject to the return procedure described below.
General Return Conditions
To be eligible for a return:
- The return request must be submitted within 30 days of delivery.
- The product must be unused.
- The product must be returned in its original packaging.
- All seals must remain intact and unbroken.
- The item must be in resellable condition.
Customers are responsible for return shipping costs unless otherwise required by applicable law.
Hygiene & Health Protection Exceptions
For reasons of hygiene and health protection, certain products cannot be returned once opened, unsealed, or used.
The following items are non-returnable if their seal has been broken or if they have been used:
- Personal wellness devices
- Intimate care products
- Lubricants, creams, supplements, and tablets
- Condoms
- Hosiery, stockings, and intimate apparel
- Wigs
- Gift cards
- Any product specifically marked as non-returnable for hygiene reasons
Specific Conditions for Pelvic Floor Devices
Pelvic floor training and wellness devices may only be returned if:
- The product remains completely unopened.
- The original packaging is intact.
- The hygiene seal has not been broken.
- The product has not been used in any way.
If you receive a new device and decide not to keep it, we can only accept the return if the product remains fully sealed and unused.
How to Return a Product
If you wish to return an item:
- Confirm that your order meets the eligibility requirements listed above.
- Ensure the original packaging and seals remain intact.
- Contact us at support@hanaati.co.uk to register your return request.
- Follow the return instructions provided by our support team.
Returns sent without prior authorization may not be accepted.
Defective or Damaged Products
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Please include:
- Clear photos of the product
- Photos of the packaging
- Photos of the shipping label
- Your order number
We will review the case and provide an appropriate resolution, which may include a replacement, store credit, or refund where applicable.
Claims regarding damaged or defective products must be submitted within 7 days of delivery.
Refund Processing
Approved refunds will be issued to the original payment method used during checkout.
Refunds are typically processed within 14 business days after the returned item has been received and inspected.
Refunds do not include:
- Original shipping costs (unless required by law)
- Customs duties
- Import VAT
- GST
- Brokerage fees
- Any charges paid directly to customs authorities
Refused Deliveries
If a shipment is refused by the customer at delivery, any applicable:
- Return shipping fees
- Customs charges
- Import duties
- Carrier handling fees
may be deducted from any eligible refund.
Chargebacks & Payment Disputes
If you experience an issue with your order, we encourage you to contact our support team before initiating a chargeback or payment dispute.
Unauthorized chargebacks may delay the resolution process while the claim is reviewed by the payment provider.
Contact Us
If you have any questions regarding returns, refunds, or cancellations, please contact our support team:
Email: support@hanaati.co.uk
We aim to respond to all inquiries within 24–48 business hours.