Return policy

Return Policy

If, for any reason, you are not fully satisfied with the order you received, we kindly ask you to contact us. At Hayorigin, our goal is to ensure that our customers are 100% satisfied with the products they have purchased from our suppliers. If you are unexpectedly not satisfied, please do not hesitate to contact us so our team can assist you right away.

How can you return (part of) your order?

If you decide to return the products to us within the 14-day cooling-off period, we will refund the full order amount within five business days of receiving the returned product. Please note, however, that the cost of the return shipment cannot be reimbursed.

Follow the steps below to return your product(s):

  1. Please send an email to info@hayorigin.com indicating that you wish to return your order, or part of it.
  2. Wait for a response from our customer service to confirm whether we can accept your return.
  3. If your return is accepted, we kindly ask you to package the product carefully and securely, preferably in the original packaging.
  4. Send the package to the return address provided by our customer service.
  5. Let our customer service know the Track & Trace code.
  6. Once the package has been received and inspected, we will refund the order amount for the returned products via the original payment method.

Unfortunately, the following products cannot be returned:

  • Sealed products whose seal has been broken.
  • Products that have been custom-made to the consumer's specifications.
  • Products of a personal nature.
  • Products that cannot be returned due to their nature.
  • Due to COVID-19 hygiene measures, products in the "Beauty," "Kids & Baby," and "Sport" categories cannot be returned.

Cancellation of placed orders

Unfortunately, it is not possible to cancel your order. Our orders are processed immediately in the system, which means cancellation is no longer possible.

Damaged products upon receipt

How unfortunate! It can happen that your product was damaged during transport. If you have received a damaged or incorrect product, we kindly ask you to contact us within 14 days of receipt. After this period, unfortunately, the option to return the item expires.

To resolve the issue as quickly as possible, we ask you to send an email with a photo clearly showing the damaged part of the item. The best photos show the damaged part on a flat surface, with the label and the damage clearly visible. We use this information to assist you with your order and to prevent such errors in the future.

For damaged products, we offer a one-time replacement package and are unfortunately unable to issue a refund. If the product arrives damaged again upon a second delivery, we will refund the full purchase amount.

For questions regarding damaged products upon receipt, you can contact us at info@hayorigin.com

Manufacturing faults or defects after use

How annoying! It can happen that a manufacturing fault occurs over time, resulting in a defect. In other words, the part is broken and no longer meets the standards set by the manufacturer. Please note: wear parts are excluded from manufacturing faults or defects. Wear parts include, among others:

  • Drive belts
  • Batteries
  • Brake pads and brake discs, brake linings, brake drums
  • Chains, lights, sprockets, tires, and hoses
  • Moving parts in the broadest sense of the word

For questions regarding manufacturing faults or defects after use, you can contact us at hayorigin.com

Delivery of incorrect products

We do our utmost to process all orders correctly. Nevertheless, it can happen that a mistake slips in and we mistakenly deliver the wrong product to you. Of course, we will resolve this issue for you and send you the correct order free of charge.

For questions regarding the delivery of incorrect products, you can contact us at hayorigin.com

Delivery in case of absence or at a post office

If a package is delivered to your door or dropped off at a post office, the costs for this are borne by Hayorigin. If the package is not accepted or not picked up from the post office, it will automatically be returned to the supplier. In that case, we reserve the right to deduct 100% of the order value from the amount you receive back.

Product damaged?

How annoying! We are sorry that your product sustained damage during transport. We are happy to offer you a new package for free the first time, but unfortunately we cannot issue a refund. Should the product still arrive defective a second time, we will refund the full purchase amount.

Lost package?

If a package has been lost or has not been delivered for logistical reasons, we will always send a new package first before applying our refund and return policy.