EU Customer Returns Policy
This section applies only to customers whose delivery address is located within a member state of the European Union.
14-Day Right of Withdrawal
Under applicable EU consumer protection laws, including Directive (EU) 2023/2673 and related consumer rights legislation, customers have the right to withdraw from their purchase within fourteen (14) calendar days from the date they receive their order, without providing a reason.
To exercise your right of withdrawal, please notify us by email at service@hattache.com within the 14-day withdrawal period.
Products Excluded from the Right of Withdrawal
For health, hygiene, and safety reasons, the following products cannot be returned once unsealed, opened, or used:
- Hair care products, including but not limited to shampoos, conditioners, lotions, masks, oils, treatments, and similar personal care products.
- Any sealed hair, beauty, cosmetic, or personal care product that has been opened after delivery.
- Products that have been altered, worn, washed, damaged, or are otherwise not in their original condition.
Where applicable, these exclusions are in accordance with EU consumer protection laws regarding sealed goods not suitable for return due to health protection or hygiene reasons.
Return Conditions
To qualify for a return, eligible items must:
- Be returned within 14 calendar days after notifying us of withdrawal.
- Be unused and in their original condition.
- Include all original packaging, tags, seals, tapes, accessories, and documentation.
- Be securely packaged to prevent damage during transit.
Refunds
Once the returned item is received and inspected, we will process any eligible refund using the original payment method.
Initial shipping charges may be refunded where required by applicable EU law. However, customers are responsible for return shipping costs unless the item is defective, damaged, or processed in error.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery and provide photographic evidence. We will review the claim and provide instructions for replacement, refund, or other appropriate resolution.
How to Return an Item
Before returning any item, please contact us at service@hattache.com to obtain return instructions. Unauthorized returns may result in delays or refusal of the return.
