Refund policy

Haru – Returns, Refunds, and Warranty Policy

Effective Date: December 3, 2025
Website: www.myharu.shop
Brand Owner: Haru
Contact Email: haru.usa@use.startmail.com

This Returns, Refunds, and Warranty Policy (“Policy”) applies to all purchases made through www.myharu.shop. By placing an order, you agree to the terms outlined below. This Policy is designed to comply with international consumer standards while safeguarding the legitimate business interests of Haru.

1. 30-Day Return Policy

Customers have 30 days from the date of delivery to request a return.

To be eligible for a return, the item must be:

  • Unused and in the same condition as received.

  • Complete, with all original tags, accessories, and packaging.

  • Accompanied by valid proof of purchase.

Returns that do not meet these criteria may be rejected.

To initiate a return, contact us at haru.us@use.startmail.com. Approved returns must be shipped to the designated return address provided directly by our team during the return process. We do not accept returned items that arrive without prior written authorization.

2. Return Costs and Customer Responsibility

If the return is requested for reasons other than damage, defect, or incorrect item (including but not limited to change of mind, buyer’s remorse, or unwanted gifts), the customer is responsible for:

  • All return shipping costs.

  • Ensuring the product is securely packaged.

Haru does not provide prepaid return labels for discretionary (“change-of-mind”) returns. We reserve the right to refuse returns that arrive damaged due to improper packaging by the customer.

3. Damaged, Defective, or Incorrect Items

Customers must inspect their order immediately upon delivery.

If the item is:

  • Defective,

  • Damaged in transit, or

  • Incorrect,

Notify us at haru.usa@use.startmail.com within a reasonable timeframe. Provide photographs or videos clearly showing the issue. If the claim is approved, Haru will cover return shipping costs, provide a replacement, or offer a refund at our sole discretion.

Claims that cannot be substantiated may be denied.

4. Items Not Eligible for Return

The following items are not eligible for return or refund unless they arrive damaged or defective:

  • Personalized or custom-made products

  • Perishable goods

  • Personal care items

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

  • Items purchased on clearance or final sale

If you have questions about the eligibility of a specific item, contact us before purchasing.

5. Exchanges

We do not offer direct exchanges.
The fastest way to obtain a replacement item is to complete a return (if eligible) and place a new order once the return is accepted.

6. European Union 14-Day Cooling-Off Period

If goods are shipped to a customer located in the European Union, the customer has the legal right to cancel or return the order within 14 days of delivery, for any reason and without justification.

The item must:

  • Be unused

  • Be in original condition

  • Include all tags and packaging

  • Include proof of purchase

Customers exercising this right are responsible for return shipping costs unless the product arrived damaged or defective.

7. 90-Day Limited Warranty

Haru provides a 90-day limited warranty covering:

  • Manufacturer defects

  • Functional failures

  • Damage occurring before delivery

This warranty does not cover:

  • Damage caused by misuse, accidents, or negligence

  • Normal wear and tear

  • Unauthorized modifications or repairs

  • Loss or theft

Warranty claims require supporting evidence (photos or videos). Haru will repair, replace, or refund the item at its discretion.

8. Refund Processing

Once we receive and inspect a returned item, we will notify you of the approval or rejection of the refund.

If approved:

  • Refunds are issued to the original payment method

  • Processing may take up to 10 business days

  • Your bank or card issuer may require additional time to post the funds

If more than 15 business days have passed since approval, contact us at haru.usa@use.startmail.com.

9. Non-Compliance

Haru reserves the right to refuse:

  • Unauthorized returns

  • Items returned incomplete or used

  • Packages returned without prior approval

  • Shipments sent to the wrong address

Non-compliant returns may be discarded or returned to the sender at their expense.

10. Contact Information

For all inquiries regarding returns, refunds, warranty claims, or consumer rights, contact us at:

Email: haru.usa@use.startmail.com
Website: www.myharu.shop