Return Policy

Returns & Refunds Policy

At Hapsy, we want you to be happy with your purchase. If you change your mind or experience a problem with an item, please contact us before returning anything so that we can provide the correct return instructions and return address.

Please do not return an item to the address shown on the original parcel. This may be a fulfilment or logistics address and may not be authorised to accept returns.

Cancelling or changing an order

Orders are sent to our 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 do our best to accommodate your request. However, once an order has entered processing or has been dispatched, we may be unable to cancel or change it. You may still request a return after receiving the order, subject to the terms below.

Change-of-mind returns

You have the right to cancel your online purchase within 14 days of receiving your order without providing a reason.

To exercise this right, you must contact us at hapsy.support@gmail.com within 14 days of the date on which you, or a person nominated by you, receives the goods.

After notifying us, you must return the item within a further 14 days.

To be eligible for a change-of-mind return:

  • The item should be unused and handled only as much as reasonably necessary to inspect it.
  • The item should be returned with its original packaging, accessories, instructions and any other components supplied with it, where possible.
  • The item must not have been damaged, altered, assembled incorrectly or used beyond what would reasonably be permitted when examining it in a shop.

We may reduce the refund to reflect any loss in value caused by unnecessary handling or use of the product.

How to request a return

Before sending an item, please email hapsy.support@gmail.com and include:

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

Each return is handled individually because our products may be dispatched from different fulfilment locations.

We will review your request and provide:

  • Confirmation that the return has been approved;
  • The correct return address;
  • Any relevant packing or shipping instructions.

Do not send the product back until you have received return instructions from us. Items sent to an unauthorised address, including an address printed on the original parcel, may not reach the appropriate returns facility and could delay or prevent us from processing the return.

Return postage costs

If you are returning an item because you have changed your mind, you are responsible for the direct cost of returning it unless we agree otherwise.

Depending on the product and fulfilment location, the return address provided may be outside the United Kingdom. We recommend using a tracked postal service and retaining your proof of postage until the return has been completed.

If an item is faulty, damaged, incorrect or not as described, Hapsy will cover reasonable return costs or provide another appropriate resolution. Please contact us before arranging postage, as we cannot guarantee reimbursement of return costs that were not approved in advance.

Damaged, faulty, incorrect or incomplete items

Please inspect your order after delivery and contact us as soon as possible if:

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

Where possible, please contact us within 48 hours of discovering the issue and provide clear photographs of:

  • The product and the issue;
  • The complete item;
  • The packaging;
  • The shipping label.

The 48-hour request helps us investigate the issue quickly but does not affect your statutory consumer rights.

Depending on the circumstances, we may offer:

  • A replacement;
  • A repair, where appropriate;
  • Replacement parts;
  • A full or partial refund;
  • Another reasonable solution agreed with you.

In some cases, we may issue a refund or replacement without requiring the product to be returned. Please do not discard a damaged or faulty item until we confirm that it is no longer required.

Items lost or not delivered

If your tracking information shows that an order has been delivered but you have not received it, please:

  1. Check with other members of your household;
  2. Check any safe place around the property;
  3. Ask your neighbours;
  4. Contact the delivery carrier where appropriate.

If the parcel still cannot be located, contact us at hapsy.support@gmail.com. We will investigate the delivery with the relevant carrier or fulfilment partner.

Please note that we cannot normally treat an order as lost while it is still within the estimated delivery period or actively moving through the carrier’s network.

Items that cannot normally be returned

Unless they are faulty, damaged, incorrect or not as described, we cannot normally accept returns of:

  • Personalised or custom-made products;
  • Perishable goods;
  • Sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken;
  • Products that have been used, altered or damaged after delivery;
  • Products missing essential parts or accessories;
  • Gift cards or digital products.

These exclusions apply only where permitted by law and do not limit your rights in relation to faulty or misdescribed goods.

Exchanges

We do not currently offer direct exchanges.

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

If you received an incorrect or faulty item, please contact us before placing another order so that we can arrange an appropriate solution.

Refunds

Once we receive the returned goods, or acceptable evidence that they have been sent back, we will inspect the return and notify you of the outcome.

Approved refunds will be issued to the original payment method.

For change-of-mind cancellations, the refund will include:

  • The price paid for the returned product; and
  • The cost of the least expensive standard delivery option offered at checkout, where a delivery charge was paid.

Additional charges for express, premium or upgraded delivery are not refundable beyond the cost of standard delivery.

We will process the refund without undue delay and no later than 14 days after:

  • We receive the returned goods; or
  • You provide acceptable evidence that the goods have been returned,

whichever occurs first.

Although refunds are issued promptly by us, your bank 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.

If an order is refused, not collected, or cannot be delivered because an incorrect or incomplete address was provided, any refund will normally be processed only after the parcel has been returned to an authorised facility.

We may deduct reasonable costs resulting from the failed delivery or return where permitted by law. This does not apply where the delivery failure was caused by us, our fulfilment partner or the carrier.

Statutory rights

This policy does not affect your statutory rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Consumers may have a short-term right to reject faulty or misdescribed goods within 30 days of delivery and may have further rights to a repair, replacement, price reduction or refund after this period.

Contact us

To request a return or ask a question about your order, please contact:

Hapsy
Email: hapsy.support@gmail.com

Please include your order number in all correspondence.