Refund Policy
Last updated: 22 September 2026
Returns
You have 30 days from the day your parcel is delivered. Email support@hana-soap.com with your order number and we will arrange a refund or a replacement, whichever you prefer.
The bar does not need to be unused. If you opened it, tried it and it was not for you, that still counts.
How to ask for a refund
- Email support@hana-soap.com with your order number and the email address you ordered with.
- Tell us briefly what went wrong. We read it, we do not argue with it.
- We confirm within one business day.
When the money arrives
We process approved refunds within two business days, back to the original payment method. Your bank or card issuer usually takes a further five to ten business days to show it on your statement. That part is out of our hands.
Shipping costs
Original shipping is refunded when we refund a whole order. It is not refunded on a partial refund.
Damaged, wrong or missing items
Send a photo within 14 days of delivery and we replace the item at our cost. If the parcel never arrives and tracking has not moved for seven days, tell us and we replace or refund it.
Cancelling an order
We can cancel an order before it ships. Once tracking exists the parcel is with the carrier, so it becomes a refund after delivery instead.
US customers
You also have a statutory right to withdraw from the purchase within 14 days of delivery without giving a reason. Our 30 day window is offered in addition to that right and does not replace it.
Contact
Hana
support@hana-soap.com