Refund & Returns Policy

At Hafado, customer satisfaction is our top priority. Since all items are made-to-order, we do not accept general returns or exchanges. However, if you receive a damaged, defective, or incorrect item, we are happy to offer a full refund or free replacement—no return required.

A. Return Policy

1. No General Returns

All items are custom-made, so we do not accept returns or exchanges for:

  • Wrong size, color, or design selected by the customer

  • Change-of-mind purchases

Please carefully review product descriptions and size charts before placing your order.

2. Why Returns Are Not Accepted

To promote sustainable production, we only create items after an order is placed. This process reduces waste and overstock, but it also means we cannot restock returned items.

B. Order Changes & Cancellations

1. Order Corrections

To change your size, design, or address, contact us at [email protected] within:

  • 24 hours for weekday orders

  • 48 hours for weekend orders

After this window, orders enter production and cannot be changed.

2. Cancellations

Orders can be canceled within the same timeframes above for a full refund.
Please include your order number when making the request.

C. Refund Policy

We offer refunds in these situations:

1. Damaged or Defective Items

You may request a full refund or free replacement (no return required).
Please email us within 30 days of delivery with:

  • Your order number

  • A short description of the issue

  • Clear photo evidence of the item and/or packaging

2. Lost or Undelivered Orders

  • After 45 days: Eligible for a 50% refund

  • After 60 days: Eligible for a full refund

3. Refund Exclusions

Refunds are not available for:

  • Incorrect size/color/design selected by the customer

  • Incorrect shipping address entered at checkout

  • Minor color variations due to display differences

  • Shipping fees (non-refundable)

4. Processing Time

  • Refunds are processed within 5–7 business days of approval

  • Your bank may take an additional 3–5 business days to complete the transfer

D. Exchange & Replacement Policy

1. Eligibility

We only replace items that are damaged, defective, or incorrect.

2. Requesting a Replacement

Send us an email with your order number and photo evidence within 30 days.
If approved, a replacement will be sent at no extra cost — no return required.

3. Not Eligible for Exchange

  • Incorrect size, design, or color chosen by the customer

  • Change-of-mind requests

E. Shipping Costs for Replacements

Hafado will cover all shipping costs for approved refunds or replacements due to errors on our part.
In other cases (if approved), the customer is responsible for shipping fees.

F. Contact Us

  • Email: [email protected]

  • Phone: +1 (231) 531-6421

  • Address: 2835 N 14th St, Terre Haute, IN 47804, USA

  • Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (PST)