Return and Refund Policy

Order Cancellation

To cancel an order, you must contact our customer service at support@hartay.com. If your order has already been shipped, we will recall the package, and you will be charged a 10% management fee of the total order amount. If your order has not yet been shipped, you can cancel it free of charge.

Order Changes

You cannot modify your order directly; you can only cancel the order and place a new one.

Your Responsibility

You are responsible for inspecting the goods upon receipt. If the goods are severely damaged or there is a shipping error, you should refuse the delivery, locate your order number, and contact our customer service at support@hartay.com.
Note: If the order is delivered while you are not present or if the delivery person does not give you sufficient time to inspect the goods, please sign for the package and note “Damaged” on the delivery slip.

Return and Refund Policy

You are responsible for thoroughly inspecting the goods within 5 business days of receipt. We can refund the full amount of your initial order under the following conditions:

• The outer packaging of the product is damaged upon arrival.
• The product is damaged upon arrival.
• The product design is different from what you ordered.
• The product size is different from what you ordered.
• The product material is different from what you ordered.
• You received a different product than what you ordered.
• The product differs from the original description.

Note: If you notify us after this period, we will not be responsible for any damage or shipping errors.

Returns and Exchanges

• Returns: If the items you ordered have been delivered and you decide to return them, you will be responsible for all return shipping costs and incur a 10% restocking fee of the product price. You must contact us and return the items within 30 days. Therefore, if you are unsure about the product’s color, size, or use, please consult our customer service. We hope you make the right choice on your first purchase.Please note: We only accept returns for unopened packages or items that have been opened but never used, as items with signs of use will affect resale.
• Exchanges: If you receive the correct product but still wish to exchange it, please contact our customer service first. The shipping costs for the return and reshipment of the exchanged product will be your responsibility.

Note: Returned items must meet the following conditions:

• The item has not been worn or washed.
• The item has not been altered in any way.
• The item does not have defects not caused by us compared to the original product.
• The item includes the original tags.
• The item has no excessive loose threads that are easily trimmed or repaired.

Additional Notes

• If you wish to return or exchange an item, please retain the original box used for shipping. We do not accept returns of items not in their original packaging.
• All clearance sale products are non-returnable and non-exchangeable once sold. We honor our warranty obligations for clearance products but do not accept returns or exchanges for any clearance items.
• Before returning items, you must contact our customer service at support@hartay.com. Customer service will respond within 3 business days. Once you receive our return address and instructions, carefully pack your items and use a trackable carrier to send your return package. Send your return tracking number or a picture of the return receipt to our customer service email. All return packages must include order information, buyer contact details, product quantity, and reason for return to expedite the return and exchange process.
• Please do not return packages without prior email confirmation, as we will not be responsible for any lost returns and will not issue refunds.

Refund Request Processing Time

After we receive the returned items, we will send you an email confirming the refund responsibility, amount, and details. Refund processing may take up to 3 business days from the date we receive your return. Timely response and cooperation (e.g., quick confirmation of the refund method and amount) are necessary.

Important Statement

If you have not received your package within 30 days of paying for your order, please contact our customer service. We will promptly investigate with the shipping company and issue a full refund within 3 business days to ensure you incur no financial loss.
For non-warranty products, our policy is valid for 30 days from the completion of the delivery process. After 30 days, the order will be considered accepted by the customer, and we will not process any refund or exchange requests. For products with a warranty, the return and exchange time limit will be based on the warranty period.
We are not responsible for any damage or loss of returned packages during return shipping and will not issue a refund. Customers must contact our support team in advance, as we will not be liable for any unapproved refund or return requests or for items lost during the return process.

Contact Us

• Phone: 240-924-9906
• Email: support@hartay.com
• Address: 9666 Clayton Rd, St. Louis, MO 63124