Return and Replacement Policy

Overview

Thank you for shopping at Hato Workshop. We want to ensure your shopping experience is enjoyable and worry-free. This policy outlines our replacement procedures should you receive a damaged or defective product.

Replacement Eligibility

  • Claim Window: 
    Replacement requests must be submitted within 14 days of delivery
  • Documentation Required:
    • Order number and proof of purchase
    • Clear photos showing the issue with the product
    • Brief description of the problem

Non-Replaceable Items

The following items cannot be replaced:

  • Personalised or custom-made products (unless manufacturing defect)
  • Sale items marked as "final sale"
  • Items damaged due to customer misuse

No-Return Replacement Process

  1. Contact Us: Email serenehandmadehk@gmail.com with your order number and issue description
  2. Include Photos: Provide clear images showing any defects or problems
  3. Review: Our team will assess your claim within 3 business days
  4. Resolution: If approved, a replacement will be shipped without requiring return of the original item

Replacement Shipping

  • Shipping Time: Replacement items will be dispatched within 3-5 business days after approval
  • Shipping Costs: We cover all shipping costs for approved replacements
  • Delivery Timeframe: Please allow around 2 weeks for replacement delivery to Australia

Situations We Cover

We will provide replacements for:

  • Items damaged during shipping
  • Products with manufacturing defects
  • Incorrect items sent
  • Missing parts or components

Contact Information

For all replacement enquiries, please contact:

Special Considerations

  • Proof Requirement: Clear photographic evidence is essential for processing claims
  • Out-of-Stock Items: If the exact item is no longer available, we may offer:
    • A similar replacement product
    • Store credit
    • Refund as a last resort
  • Multiple Issues: For orders with multiple problematic items, please include photos of each item

We reserve the right to modify this policy at any time. Changes will be posted on our website and will not apply retroactively to previous purchases.