Return & Refund Policy

Unfortunately, we cannot accept returns on sale items or gift cards.

Note: Refund requests are not allowed for undelivered orders. To be eligible for a return, the item must be damaged, defective, or incorrect. Additionally, you must provide photos as proof. Returns must be approved by ShopHayGurlHay.com. You may cancel any order within 90 minutes of purchase.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Q1. What does ‘Free Return’ mean?

A1. It means that you could return the item within 15 days after receiving the item by free.

Q2. Who pays for the return shipping costs?

A2. It is totally free for you to return the parcel under Free Return service. However please kindly note that you are able to only enjoy one-time free local return for one order. If you initiate multiple return requests under an order, you could only enjoy the free local return service once, and other return requests can still enjoy local return service but you will have to cover the return shipping costs to the designated local return address. Therefore, please consider returning jointly the products to avoid paying that additional shipping cost.

Q3. How do I get a return shipping label?

A3. Please contact us at hello@shophaygurlhay.com or use the form on our contact page. Please include your order number and concern(s) in the comment section (or email body).

Q3. As long as I return the goods, I could get full refund. Am I correct？

A3. If opening dispute as no-reason return, you have responsibility to keep the item in perfect condition and in its original packaging, which mean not affect the secondary sales of the product. For example, if you return an empty package back to the warehouse, we may 0 refund you; if you return 8 items back to the warehouse while ordering 10 in total, we may partially refund you.

Q4. How long will it take for me to get the refund?

A4. Refund will be given once we have received your package and confirmed that the conditions for reimbursement have been met. The sooner you return the item(s), the sooner you will get your refund!

Q5. Can I make an exchange instead of a return?

A5. We're sorry, but item exchanges are not currently supported. However, you may place a new order before or after receiving a refund, since the return order and the new order are independent processes.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@shophaygurlhay.com.