Refund policy
Return Policy
If, for any reason, you are not completely satisfied with your order, we kindly ask you to contact us. At Hayorigin.com, our goal is to ensure that our customers are 100% satisfied with the products they purchase from our suppliers. If, unfortunately, you are not satisfied, please do not hesitate to contact us so that our team can assist you immediately.
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 after receiving the returned product. Please note, however, that the costs of returning the product cannot be reimbursed.
Please follow the steps below to return your product(s):
- Please send an email to info@hayorigin.com stating that you wish to return your order, or part of your order.
- Wait for a response from our customer service team to confirm whether we can accept your return.
- Please package the product carefully and securely
- Send the package to the return address provided by our customer service team.
- Once the package has been received we will refund the purchase amount of the returned products using the original payment method.
Unfortunately, the following products cannot be returned:
- Sealed products where the seal has been broken.
- Products made to the consumer's specifications or personalized products.
- Products that are clearly personal in nature.
- Products that cannot be returned due to their nature.
- Due to COVID-19 hygiene measures, products in the categories “Beauty”, “Kids & Baby” and “Sports” cannot be returned.
Cancellation of Placed Orders
Unfortunately, it is not possible to cancel your order. Our orders are processed immediately in our system, which means that cancellation is no longer possible once an order has been placed.
Damaged Products Upon Delivery
We are sorry to hear that your product arrived damaged. Unfortunately, products can occasionally be damaged during transportation.
If you have received a damaged or incorrect product, please contact us within 30 days of receiving your order. After this period, unfortunately, the possibility of returning the product expires.
To resolve the issue as quickly as possible, please send us an email including a photo clearly showing the damaged part of the item. The most helpful photos show the damaged part on a flat surface, with both the product label and the damage clearly visible.
We use this information to assist you with your order and to help prevent similar errors in the future.
For damaged products, we will provide one replacement shipment free of charge. Unfortunately, we cannot issue a refund in this case. If the product is damaged again upon the second delivery, we will refund the full purchase amount.
For questions regarding damaged products upon delivery, please contact us at info@hayorigin.com
Manufacturing Defects or Defects After Use
We are sorry to hear that you have experienced a problem with your product. In some cases, a manufacturing defect may occur after a period of use, resulting in the product becoming defective.
A manufacturing defect means that a component is damaged or defective and no longer meets the standards established by the manufacturer.
Please note that wear-and-tear parts are excluded from manufacturing defects or product defects. Wear-and-tear parts include, among others:
- Drive belts
- Batteries
- Brake pads and brake discs, brake linings and brake drums
- Chains, lights, sprockets, tires and tubes
- Moving parts in the broadest sense of the term
For questions regarding manufacturing defects or defects occurring after use, please contact us at info@hayorigin.com
Delivery of Incorrect Products
We do our utmost to process all orders correctly. Nevertheless, it is possible that an error may occasionally occur and that we accidentally send you the wrong product.
Of course, we will resolve this issue for you and send the correct product free of charge.
For questions regarding the delivery of incorrect products, please contact us at info@hayorigin.Com
Delivery in Case of Absence or Collection at a Post Office
If a package is delivered to your door or made available for collection at a post office, the associated costs are borne by Hayorigin
If the package is refused or is not collected from the post office, it will automatically be returned to the supplier. In such cases, we reserve the right to deduct 100% of the order value from the amount to be refunded to you.
Product Damaged?
We are sorry to hear that your product was damaged during transportation.
We are happy to provide you with a replacement shipment free of charge the first time, but unfortunately we cannot issue a refund.
If the product arrives damaged again with the second delivery, 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 first send a replacement package before applying our refund and return policy.
Import Duties
In certain cases, customs authorities may inspect your package upon delivery. Unfortunately, we have no control over changes in legislation regarding customs and import duties that took effect from July 1, 2021.
In some situations, customs authorities may charge a small amount in import duties or other customs-related fees. However, we would like to reassure you that in 99% of cases, these costs do not apply.
If customs fees do apply to your order, please contact us for assistance.