At Hirayà, our goal is to ensure you are satisfied with your purchase. Refunds are only issued for products that meet the conditions for return or are damaged, defective, or incorrect. For more details about returns, please refer to our Returns & Exchange Policy.

 

 

On-Hand Items

 

• Before shipping: You may request a refund for on-hand items that have not yet been shipped. The request will be reviewed and approved by our team before processing.
• After delivery: Refunds are only available if the product is eligible for return and is damaged, defective, or incorrect.
• Requests must be made within 30 days of receiving the product.
• Refunds for change of mind after delivery are not permitted due to hygiene and safety reasons.

 

Pre-Order Items

 

• Refunds for change of mind are not allowed once payment is confirmed and the batch is submitted to the supplier.
• After delivery: Refunds are only available if the product is eligible for return and is damaged, defective, or incorrect.
• Customers must contact us within 30 days of delivery to request a refund.

 

How Refunds Are Processed

 

1. Contact us at shophiraya.nz@gmail.com with your order number, photos of the damaged or incorrect product and a description of the issue.
2. Our team will review the request and determine whether the refund is approved based on the Returns & Exchange Policy.
3. Approved refunds will be issued to your original payment method within 10 business days.
4. Please allow additional time for your bank or payment provider to process the refund. If you do not receive your refund within 15 business days of approval, contact us for assistance.

We are committed to reviewing each refund request carefully to ensure a fair resolution, while maintaining high standards for product quality and safety.