Returns & Exchange

At Hirayà, we aim to make your shopping experience smooth and stress-free. This policy explains how returns and exchanges are handled, depending on the type of product and its delivery status.


On-Hand Items

  • Before shipping: If your item is in stock and has not yet been shipped, you may request an exchange or modification to your order.
  • After delivery: Returns or exchanges are only accepted if the product is damaged, defective, or incorrect.
  • You have 30 days from the date of delivery to contact us for any eligible return or exchange.
  • Returns for change of mind are not allowed due to hygiene and safety considerations.

 

Pre-Order Items

  • Pre-order items cannot be returned, or exchanged once the batch is submitted to the supplier.
  • After delivery: Returns or exchanges are only accepted if the product is damaged, defective, or incorrect.
  • Customers must contact us within 30 days of receiving the product to report issues.

 

Damages and Issues

  • Please inspect your order immediately upon receipt.
  • If the product is damaged, defective, or incorrect, contact us as soon as possible with your order number, a description of the issue, and photos of the item.
  • Our team will provide instructions for returning the item and resolving the issue promptly.

 

How to Request a Return or Exchange

  1. Contact us at shophiraya.nz@gmail.com with your order details.
  2. Provide order number, photos and a description of the issue for damaged or defective items.
  3. We will guide you on how to send the item back, including any return labels if applicable.
  4. Items sent back without prior approval will not be accepted.


Exceptions / Non-Returnable Items

  • Opened or used beauty products (skincare, makeup, hair care) cannot be returned due to hygiene and safety reasons.
  • Sale items and gift cards are non-returnable.


Exchanges

  • For on-hand items, the fastest way to get the product you want is to request an exchange before shipping.
  • For returns after delivery due to damage or defects, once your return is approved, you can place a new order for the replacement item.