3.1 The HayaNatural “Purity-Protect” Policy
At HayaNatural.store, the health and safety of our clients are paramount. Because our inventory includes high-sensitivity items like sanitary napkins, face masks, and pampers, our return policy is governed by International Hygiene Protocols (IHP). We do not compromise on the “First-Touch” integrity of our products.
3.2 Strict Hygiene Exclusions (The “Non-Returnable” List)
To prevent cross-contamination, the following items are strictly non-returnable once the outer shipping seal is broken:
- Personal Hygiene Items: Sanitary napkins, pampers, cotton rolls, and medical gloves.
- Cosmetic Applicators: Makeup brushes, scrubs, and exploiters that have come into contact with skin.
- Opened Liquid/Creams: Shampoos, hair colors, lotions, and face washes with a broken induction seal.
3.3 The “Manufacturer’s Defect” Protocol
If a product arrives with a verifiable manufacturing flaw (e.g., a faulty deodorant spray nozzle, a leaking perfume bottle, or a hair mask with a broken inner seal):
- The 12-Hour Evidence Window: The defect must be reported with photographic/video evidence within 12 hours of delivery.
- The “Batch-Recall” Investigation: If a defect is found in a fairness cream or lotion, HayaNatural will cross-reference the batch number with our manufacturing logs to ensure no widespread contamination occurred.
3.4 Import/Export Returns
For international trade, returns are only accepted in the event of a “Specification Mismatch” verified by an independent third-party inspector (e.g., SGS) at the port of entry.
3.5 Refund Velocity
- Retail Refunds: 7-10 Business Days following a successful hygiene inspection.
- Wholesale Credits: Issued as “Trade Points” for the next import/export cycle within 15 business days.