Returns & Refunds Policy

Last updated: 6 October 2026

At Hapsy, we want the returns and refunds process to be clear and straightforward.

This Returns & Refunds Policy applies to eligible purchases made through hapsy.store and delivered to customers in the United Kingdom and the United States.

If you wish to return a product or experience a problem with an order, please contact us before returning anything so that we can provide the appropriate instructions and, where necessary, the correct return address.

Please do not automatically return an item to the address shown on the original parcel. This may be a fulfilment or logistics address that is not authorised to process returns.

Cancelling or Changing an Order

Orders are sent to our suppliers and fulfilment partners shortly after they are placed.

If you need to cancel or amend an order, please contact us as soon as possible at hapsy.support@gmail.com.

We will make reasonable efforts to accommodate your request. However, once an order has entered processing or fulfilment, we may be unable to cancel or change it.

If the order has already been dispatched, you may still be able to request a return after receiving it, subject to this Policy and any rights available to you under applicable law.

14-Day Return Window

Hapsy provides a 14-day return window for eligible products delivered to customers in both the United Kingdom and the United States.

If you wish to return an eligible product, you must contact us within 14 days of receiving it.

For UK customers, this policy operates alongside applicable statutory cancellation rights for online purchases.

For US customers, the 14-day return window is provided under Hapsy's return policy and operates in addition to any rights available under applicable federal, state or local law.

Additional restrictions apply to certain intimate and hygiene-sensitive products, as explained below.

Intimate and Hygiene-Sensitive Products

Many products sold by Hapsy are intimate or hygiene-sensitive products.

Where permitted by applicable law, a product that is sealed for health protection or hygiene reasons may not be eligible for a change-of-mind return after the relevant hygiene seal or protective packaging has been broken or removed.

Opening the outer delivery parcel alone does not prevent an otherwise eligible return.

Where applicable, the restriction relates to the hygiene seal or protective packaging associated with the product itself.

This restriction does not remove applicable rights where a product is:

• Faulty or defective;
• Damaged when received;
• Incorrect;
• Incomplete;
• Not as described; or
• Otherwise covered by mandatory consumer protection law.

If you are unsure whether a product is eligible for return, please contact us before opening its hygiene seal or protective packaging.

Eligible Change-of-Mind Returns

Subject to the hygiene restrictions and other exclusions described in this Policy, an item being returned because you have changed your mind should:

• Be unused;
• Have its relevant hygiene seal or protective packaging intact where applicable;
• Be handled only as much as reasonably necessary to inspect it;
• Be returned with its original packaging, accessories, instructions and other supplied components where reasonably possible; and
• Not have been damaged, altered or used after delivery.

Where permitted by applicable law, we may reduce a refund to reflect a loss in value caused by handling beyond what was reasonably necessary to inspect the product.

How to Request a Return

Before sending an item back, contact us at:

hapsy.support@gmail.com

Please provide:

• Your full name;
• Your order number;
• The product you wish to return;
• The reason for the return; and
• Photographs or a short video where the product is damaged, faulty, incorrect, incomplete or not as described.

Because Hapsy works with multiple suppliers and fulfilment locations, return instructions may differ between products.

We will review your request and provide, where applicable:

• Confirmation of return eligibility;
• The appropriate return address;
• Relevant packing instructions; and
• Any other information necessary to complete the return.

Do not send a product back until you have received return instructions from us.

Products sent to an unauthorised address, including an address shown on the original shipping parcel, may not reach the appropriate returns facility and may delay processing of the return.

Return Postage Costs

For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the product unless Hapsy agrees otherwise or applicable law requires otherwise.

Depending on the product, customer location and fulfilment arrangement, the authorised return location may differ from the original dispatch location and may be located in another country.

We recommend using a tracked postal or courier service and retaining proof of postage until the return has been completed.

If a product is faulty, damaged, incorrect or not as described, Hapsy will provide an appropriate remedy and, where required by applicable law, cover reasonable return costs.

Please contact us before arranging return postage for a faulty, damaged or incorrect product so that we can provide the appropriate instructions.

Damaged, Faulty, Incorrect or Incomplete Products

Please inspect your order as soon as reasonably possible after delivery.

Contact us if:

• The product is damaged or faulty;
• You received the wrong product, colour, size or quantity;
• Parts or accessories are missing; or
• The product is materially different from its description.

Where reasonably possible, please provide:

• Your order number;
• A description of the problem;
• Photographs or a short video showing the issue;
• A photograph of the complete product;
• Photographs of relevant packaging; and
• A photograph of the shipping label where relevant.

Providing this information helps us investigate the issue with the relevant supplier, fulfilment partner or carrier.

Depending on the circumstances and applicable consumer law, an appropriate remedy may include:

• A replacement;
• Repair, where appropriate;
• Replacement parts;
• A full or partial refund; or
• Another appropriate resolution.

In some circumstances, we may provide a refund or replacement without requiring the product to be returned.

Please do not discard a damaged or faulty product until we confirm that it is no longer required for our investigation.

Lost or Undelivered Orders

Hapsy remains responsible for an order until it is delivered to you or to a person or location that you have expressly nominated, subject to applicable law.

If tracking indicates that your parcel has been delivered but you cannot locate it, please:

1. Check around your property and any nominated safe place;
2. Check with other members of your household;
3. Check with immediate neighbours where appropriate; and
4. Review any delivery photograph or other information supplied by the carrier.

If you still cannot locate the parcel, please contact us at hapsy.support@gmail.com.

We will investigate the delivery with the relevant carrier or fulfilment provider.

A parcel will not normally be considered lost while it remains within its estimated delivery period and tracking indicates that it is still moving through the carrier's network.

If a parcel is confirmed as lost, we will provide an appropriate remedy, which may include a replacement at no additional cost or a refund for the missing product.

Products That Cannot Normally Be Returned

Unless they are faulty, damaged, incorrect, not as described or otherwise protected by applicable law, the following products may not be eligible for change-of-mind returns:

• Personalised or custom-made products;
• Perishable products, where applicable;
• Intimate or hygiene-sensitive products where the relevant hygiene seal or protective packaging has been broken or removed;
• Products that have been used, altered or damaged after delivery;
• Products missing essential components due to the customer's actions;
• Gift cards; and
• Digital products where applicable.

These exclusions apply only where permitted by applicable law.

They do not remove rights relating to products that are faulty, damaged, incorrect, not as described or otherwise covered by mandatory consumer protection law.

Exchanges

We do not currently offer direct exchanges.

If you wish to purchase a different product, size, colour or variant, please request a return for the original product where it is eligible for return and place a new order separately.

If you received an incorrect or faulty product, please contact us before placing another order so that we can provide an appropriate resolution.

Refunds

Once we receive returned goods, or acceptable evidence that they have been returned where applicable, we will review the return and notify you of the outcome.

Approved refunds will normally be issued to the original payment method.

For eligible UK cancellations where applicable law requires it, the refund may also include the cost of the least expensive standard delivery option offered for the original order where the customer paid an outbound delivery charge.

Hapsy currently offers free standard delivery to the United Kingdom and the United States, so there will normally be no standard outbound shipping charge to refund.

Additional charges for premium, express or upgraded delivery services, if offered and selected, may not be refundable beyond the amount required by applicable law.

Where applicable, we may withhold a refund until we have received the returned goods or acceptable evidence that they have been sent back.

Once a refund has been issued by Hapsy, your bank, card issuer or payment provider may require additional time to display the funds in your account.

Refused and Unclaimed Deliveries

Please ensure that the delivery information entered at checkout is accurate and complete.

If an order is refused, not collected or cannot be delivered because materially incorrect or incomplete information was provided at checkout, please contact us.

Where the parcel is returned to an authorised fulfilment or returns location, any applicable refund will normally be processed after the return has been confirmed.

Reasonable costs resulting from a failed delivery or return may only be deducted where permitted by applicable law.

This does not apply where the delivery failure was caused by Hapsy, our fulfilment partner or the carrier.

United Kingdom Customers

Nothing in this Policy limits or excludes statutory rights available to customers in the United Kingdom.

Where applicable, UK customers purchasing online may have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, subject to applicable exceptions, including certain sealed products that are not suitable for return for health protection or hygiene reasons once unsealed.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

UK consumers may have a short-term right to reject qualifying faulty goods within 30 days and may have additional rights to repair, replacement, price reduction or refund depending on the circumstances.

Nothing in this Policy is intended to restrict these statutory rights.

United States Customers

For eligible products delivered to customers in the United States, Hapsy provides the 14-day return window described in this Policy.

Return eligibility, hygiene restrictions and return postage responsibilities are subject to the conditions described above.

Customers in the United States may also have additional rights under applicable federal, state or local consumer protection laws.

Nothing in this Policy is intended to waive or restrict rights that cannot legally be excluded.

International Fulfilment and Returns

Some Hapsy products may be stored and dispatched from fulfilment locations outside the United Kingdom or United States.

As a result, the authorised return location for a particular product may differ from the location from which it was originally dispatched.

Regardless of the fulfilment arrangement, your purchase is made through Hapsy, and Hapsy remains responsible for handling eligible returns, refunds and applicable consumer remedies in accordance with this Policy and applicable law.

Always contact us before returning a product so that we can provide the appropriate instructions.

Changes to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes to our operations, fulfilment arrangements or applicable legal requirements.

The latest version will be published on this page together with the updated date.

Changes will not remove rights that already apply to an order under applicable law.

Contact Us

To request a return, report a problem with an order or ask a question about this Policy, please contact:

Hapsy
106c Turnhouse Road
Edinburgh, Scotland EH12 0BA
United Kingdom

Email: hapsy.support@gmail.com
Phone: +44 7384 263078

Please include your order number when contacting us about an existing purchase.