Return & Refund Policy

Last Updated: 25 June 2026

At HANA Brand Sdn. Bhd., we strive to ensure every customer is delighted with their purchase. If, however, your order arrives damaged, defective, or incorrect, we’re here to help.

Returns

We accept returns within 7 days from the date your order is delivered.

To be eligible for a return, your item must:

• Be unused, unworn, and unwashed.
• Be in its original condition.
• Have all original tags attached.
• Be returned in its original packaging.
• Be accompanied by your proof of purchase or order number.

For hygiene reasons, we are unable to accept returns for items that have been worn, washed, perfumed, stained, altered, or damaged after delivery.

Non-Returnable Items

The following items are not eligible for return or refund:

• Sale, clearance, or promotional items.
• Gift cards.
• Products purchased during final sale campaigns.
• Items returned without original tags or packaging.
• Products showing signs of use or damage caused after delivery.

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of receiving your parcel.

Kindly include:

• Your order number.
• Clear photographs of the item.
• A brief explanation of the issue.

Once verified, we will arrange for a replacement, exchange, or refund at no additional cost.

Exchanges

We currently accept exchanges only for:

• Defective products.
• Incorrect items received.

We do not offer exchanges due to:

• Change of mind.
• Colour preference.
• Personal preference.
• Incorrect selection made during checkout.

Please ensure your order details are correct before completing your purchase.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved:

• Refunds will be processed to your original payment method.
• Processing may take 7–14 business days, depending on your payment provider or bank.

Shipping fees are non-refundable unless the return is due to our error or a defective product.

Return Shipping

If the return is due to:

Our error (wrong or defective item):

• HANA Brand Sdn. Bhd. will bear the return shipping costs.

Customer-related reasons (where applicable):

• The customer is responsible for all return shipping charges.

We recommend using a trackable courier service, as we are unable to guarantee receipt of returned parcels.

How to Request a Return

Please contact our Customer Care team before returning any item.

Include:

• Full Name
• Order Number
• Reason for Return
• Photos (if applicable)

Our team will provide you with the return instructions.

Returns sent without prior approval may not be accepted.

Cancellation Policy

Orders can only be cancelled before they have been packed or shipped.

Once an order has been dispatched, it cannot be cancelled and must follow our Return Policy.

Contact Us

If you have any questions regarding our Return & Refund Policy, please contact us:

HANA Brand Sdn. Bhd.

Email: hanabrand.my@gmail.com

WhatsApp: +60 19-235 9041

Business Hours:
Monday – Friday
10:00 AM – 7:00 PM (MYT)