Return period

You may request a return within 30 days of delivery. The return period begins on the date the carrier marks the order as delivered to the address entered at checkout. Contact us within this period to start your request.

Please provide your order number, the email address used at checkout, the product you want to return, and the reason for the request. Providing complete information helps us review it promptly.

Return eligibility and product condition

To qualify for a standard return, the item must be unused, uninstalled, and in the same condition in which it was received. Include the original packaging, protective inserts, accessories, care materials, and other components supplied with the item.

For decorative objects, candle holders, and other home accents, please take care to protect delicate surfaces, finishes, edges, and detachable parts when packing. Items with signs of use, wax residue, alteration, repair, missing components, or damage caused by inadequate return packaging may not qualify for a full refund.

If you believe an item has a defect or was damaged before it reached you, do not treat it as a standard change-of-mind return. Contact us with photos so we can review the issue separately.

Items excluded from standard returns

Unless an item arrives damaged, defective, or incorrect, standard returns may not be available for:

• Products marked as final sale or non-returnable before purchase.
• Personalized or made-to-order items produced to a customer's specifications.
• Products that have been used, modified, repaired, or damaged after delivery.
• Gift cards and digital items, where offered.

This section does not limit any consumer rights that cannot be excluded under the laws applicable to your purchase.

How to request a return

1. Contact customer care at service@hazelem.com. Use the subject line “Return Request – [Order Number]”.
2. Include your order number, the product name, your reason for returning it, and clear photos if the product or packaging has an issue.
3. Wait for our team to review your request and send instructions. Do not ship the item before you receive those instructions.
4. Pack the approved item securely and follow the instructions provided by our team. Keep your shipping receipt and tracking details until the request is resolved.

A return is not approved until our customer care team confirms the request and provides instructions. Sending a parcel without approval may delay identification and processing.

Return shipping costs

For a change-of-mind return, or where the wrong product was selected at checkout, the customer is responsible for return shipping costs unless applicable law requires otherwise. Original shipping charges, expedited delivery fees, customs duties, and import charges are generally not refundable in these cases.

If we confirm that an item arrived damaged, defective, or different from the item ordered, contact us before arranging a return shipment. We will review the information and explain the applicable return or resolution steps.

Use secure packaging and, where available, a shipping service with tracking. Keep proof of shipment until the return has been completed.

Inspection and refund processing

After the return is received, the item will be inspected for condition, included components, and consistency with the approved return request. We will notify you whether the refund is approved.

For an approved return, Hazelem™ will submit the refund to the original payment method within 10 business days after the return passes inspection. Your bank, card issuer, or payment provider may take additional time to post the credit to your account. The time needed for that final posting is controlled by the payment provider.

If the refund has not appeared after the payment provider's normal processing time, check with the provider first. If you still need help, contact us with your order number and we will review the refund status.

Where permitted by law, refunds for change-of-mind returns may exclude original shipping charges, expedited shipping fees, customs duties, and taxes that are not refundable to us. Any applicable deduction will be explained during the review.

Damaged, defective, or incorrect items

Please inspect your order after delivery. If a product arrives damaged, has a manufacturing defect, or is not the product you ordered, contact us as soon as reasonably possible.

To help us assess the issue, include:

• Your order number and the name of the affected item.
• Clear photos showing the product and the issue.
• Photos of the shipping carton, internal packaging, and shipping label, when relevant.
• A short description of what happened and when you noticed it.

Keep the item and its packaging while we review your report. We will assess the information and confirm the appropriate next steps. Depending on the circumstances and applicable law, a resolution may include a replacement, repair, partial refund, full refund, or another remedy.

Please do not discard, repair, or return the item before receiving instructions from our customer care team.

Exchanges

Exchanges depend on product availability. Contact us with your order number and the item you would like instead. We will confirm whether an exchange can be arranged or whether you should return the original item and place a new order.

An exchange is confirmed only after our team approves it and provides instructions. Any difference in product price, shipping cost, or applicable taxes will be explained before the exchange is processed.

Order cancellations and changes

If you need to cancel or change an order, contact us as soon as possible and include your order number. We can attempt to make a change only if the order has not already entered fulfillment.

Once an order has been processed for dispatch or shipped, cancellation or address changes may no longer be possible. In that situation, the return procedure in this policy may apply after delivery.

Please review product selections, quantities, and shipping details carefully before completing checkout.

Packages marked as delivered

If tracking shows a package as delivered but you cannot locate it, check the delivery area and ask household members or building staff whether they accepted it. You may also contact the carrier using the tracking information.

If the package remains missing, contact us with your order number and tracking details. We will review the available information and advise you of the next steps. A delivery scan alone does not automatically establish eligibility for a refund or replacement.

Discounted purchases and gifts

For an eligible return of a discounted product, the refund will generally be based on the amount paid for that product, rather than its regular price, subject to applicable law and the promotion's terms.

If the item was a gift, contact us with the order information available to you. Unless applicable law requires otherwise, refunds are issued to the original payment method used to place the order.

Contact information

For questions about returns, refunds, exchanges, or an order, contact Hazelem™ customer care. Include your order number so we can find the relevant purchase.