Refund policy
Last Updated: August 31, 2026
This Return & Refund Policy explains the return window, eligibility requirements, return method, return shipping costs, and refund process for purchases made through https://www.hansoec.com/.
Nothing in this policy limits any mandatory consumer rights that may apply under applicable law.
Standard 30-Day Return Window
Hansoec offers a standard commercial return window of 30 days from the date your order is delivered.
To request a return, please contact us at hello@hansoec.com within 30 days after delivery and before sending the item back. We will review your request and provide the applicable return instructions.
This 30-day commercial return window is the standard return period offered by Hansoec for eligible purchases.
Return Eligibility
For change-of-mind, personal-preference, or other non-seller-fault returns under our commercial 30-day return policy, items should generally be:
- Unused and in their original condition
- Free from damage caused after delivery
- Returned with original tags, accessories, and packaging where supplied
- Accompanied by the order number or other reasonable proof of purchase
These commercial return conditions do not restrict rights that may apply to faulty, damaged, misdescribed, or incorrectly supplied goods under applicable consumer law.
How to Request a Return
Before returning an item, please email hello@hansoec.com and provide:
- Your order number
- The email address used for the order
- The item you wish to return
- The reason for the return where relevant
- Photographs where reasonably necessary for a damaged, defective, or incorrect-item claim
After reviewing your request, we will confirm the applicable return instructions.
Return Method and Address
Returns are accepted by mail.
Business & Return Address
16 Almond Avenue, London, W5 4AA, United Kingdom
Please contact us before sending a return so that we can provide the applicable instructions and help ensure that the returned item can be correctly identified and processed.
Return Shipping Costs
For change-of-mind, personal-preference, or other non-seller-fault returns, the customer is responsible for arranging and paying the applicable return shipping cost unless Hansoec provides different instructions for the specific return.
If an item is damaged, defective, incorrect, or affected by another Hansoec-related fulfillment error, Hansoec will provide or cover the applicable return or remedy arrangement after reviewing the issue.
Where mandatory consumer law requires a different allocation of return costs, the applicable legal requirement will apply.
Proof of Return
When returning an item by mail, we recommend keeping your postage receipt, tracking information, or other proof that the parcel was sent until the return and refund have been completed.
Hansoec is not responsible for delays caused by incomplete or incorrect return information provided by the sender.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible at hello@hansoec.com.
Please include your order number, a description of the issue, and photographs where reasonably necessary to help us review the problem.
Depending on the circumstances and applicable consumer rights, the appropriate resolution may include a return arrangement, replacement, refund, or another applicable remedy.
Restocking Fee
Hansoec does not charge a restocking fee. The restocking fee is £0.00.
Return Inspection
After a returned item is received, we review it to confirm the product, its condition, and the applicable return or refund eligibility.
If additional information is reasonably required to process the return, we may contact you using the contact information associated with the order.
Refund Processing and Method
For an eligible return processed under our commercial 30-day return policy, after the returned item has been received, inspected, and approved, Hansoec issues the applicable refund to the original payment method within 1–3 business days.
After a refund is issued, your bank, card issuer, or other payment provider may require additional processing time before the funds appear in your account. Hansoec does not control or guarantee this additional provider processing period.
If the original payment method is closed, expired, or otherwise unavailable, please contact us so that the circumstances can be reviewed in accordance with the applicable payment-provider requirements.
UK Statutory Cancellation Rights
For UK consumers, our 30-day commercial return policy does not reduce any statutory cancellation rights that apply to an eligible distance-sale purchase.
Where the statutory cancellation right applies, a UK consumer generally has 14 days after receiving the goods to notify us that they wish to cancel the contract and generally has a further 14 days after giving that notice to return the goods.
This statutory cancellation period is separate from and does not shorten Hansoec's standard 30-day commercial return window.
To exercise an applicable statutory cancellation right, contact hello@hansoec.com and clearly state that you wish to cancel the applicable purchase.
Certain products may be excluded from statutory cancellation rights where an exception under applicable law applies.
Refunds Following a UK Statutory Cancellation
Where a valid UK statutory cancellation applies, Hansoec will provide the refund within the timeframe required by applicable law.
Where required by applicable law, any standard outbound delivery charge actually paid by the customer will also be refunded. Hansoec currently offers free shipping to countries and regions enabled for checkout, so customers normally do not pay a standard outbound shipping charge.
Where permitted by law, reimbursement may be withheld until the returned goods are received or the customer provides evidence that the goods have been sent back, whichever occurs first.
Any lawful deduction for diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods may apply where permitted by law.
Late or Missing Refunds
If Hansoec has confirmed that a refund has been issued but the funds are not yet visible in your account, your bank, card issuer, or payment provider may still be processing the refund.
If you continue to have concerns, please contact hello@hansoec.com with your order number and the relevant refund information so that we can review the transaction.
Consumer Rights
Customers may have additional rights where goods are faulty, damaged, not as described, incorrectly supplied, or otherwise do not conform to applicable consumer law.
For UK consumers, this policy does not restrict rights that may apply under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Customers outside the United Kingdom may also have mandatory consumer rights under laws applicable to their location.
Related Policies
For additional information about Hansoec and your order, please review our About Us, Shipping Policy, Payment Policy, Privacy Policy, and Terms of Service.
Contact Us
If you have questions about a return, refund, damaged item, or return eligibility, please contact us using the information below.
Store Name
Hansoec
Website
https://www.hansoec.com/
Email
hello@hansoec.com
Phone
+44 7909 882926
Business & Return Address
16 Almond Avenue, London, W5 4AA, United Kingdom
Customer Support Hours
Monday – Friday: 9:00 AM – 5:00 PM UK local time (GMT/BST)
Saturday – Sunday: Closed
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