Return & Refund

At Hasoro, we are committed to providing a clear, fair, and transparent shopping experience. This page outlines our policies and procedures regarding order cancellations, product returns, exchanges, and refunds to ensure your satisfaction and confidence when shopping with us.

1. Return/Refund Conditions and Process

1.1 Conditions

Customers may be eligible for a return/refund if the following conditions are met:

  • Your order falls under one of the accepted return/refund cases listed in Section 2.
  • You submit a return/refund request to us within 30 days from the date you received your order.
  • The product must be unused, with original tags intact, and show no signs of damage caused by customer handling.

1.2 Detailed Return/Refund Process

a. Submitting a Request

Once you confirm your order meets the three conditions above, you can send us a return/refund request via email with the subject line: Return/Refund - [Order ID].

In the email, please provide the following complete information:

  • Order ID
  • Description of the defect/issue
  • Video/images of the product defect (e.g., damaged embroidery, crooked stitching on the hat)

b. Defect Verification and Customer Guidance (Responsibility of Hasoro)

Upon receiving your request, we will proceed to process and determine the defect status within approximately 1-2 business days. Should any clarification be needed during this process, we will contact you to request additional information. Once your request is confirmed as valid, we will contact you via email to provide resolution options.

Currently, we offer two resolution methods, and customers have the right to choose between an exchange or a refund. If the product a customer requests for exchange is out of stock, we will offer a full refund for the order instead. Specifically:

  • Send a new product (Option 1): If the customer chooses this option, we will send a new product to the customer if the item is still available in our inventory (we cover the shipping costs). Customers may change their shipping address if desired.
  • Refund (Option 2): We will refund the full order amount (including product value and shipping fees) to the payment method the customer used to pay for the order within 1-2 business days. Please note that the actual time to receive the refunded amount may take approximately 3-8 business days, depending on your bank or payment service provider. If you have not received the refunded amount after this period, please contact us via email at [email protected] for assistance.

2. Cases Eligible for Return/Refund

Hasoro always aims to provide a smooth shopping experience for our customers. Therefore, we strive to establish policies that balance the rights and interests of both our customers and our store. Below are some cases where customers may be eligible for a return/refund for their order:

  • Incorrect order received: The order received does not match the order placed (e.g., ordering one cap but receiving a different one, ordering two caps but only receiving one).
  • Product not as described: The cap received does not match the description on the website (e.g., regarding size, color, material, embroidery design).
  • Lost order: The order is lost in transit (e.g., more than 30 days have passed, but the order has still not been received).
  • Defective cap: The cap has defects (e.g., damaged embroidery, tear, crooked stitching, poor stitching quality).

3. Cases Not Eligible for Return/Refund by Hasoro

In addition to the eligible cases for return/refund mentioned above, we also have specific situations where we do not accept returns/refunds to balance and protect our interests, specifically:

  • The cap product has been used, washed, or damaged due to customer handling.
  • The order does not fall under technical defects or incorrect delivery, and the customer wishes to return the item for personal reasons (e.g., no longer needed, change of preference). We encourage customers to thoroughly research the product and consider carefully before placing an order.
  • The return/refund request is submitted after 30 days from the date the order was received.

4. Support for Order Changes/Cancellations

To assist customers and minimize returns/refunds due to personal reasons (e.g., change of preference, no longer needed), we offer an 8-hour window from the time the order is placed for customers to change or cancel their order. To change/cancel an order, please send an email request to [email protected] within the allowed timeframe. You will receive a full refund of your order if your request is valid.

5. Contact Us

If you have any questions or issues related to returns/refunds, please contact us for resolution:

Important Note: In cases where a customer's return/refund request is confirmed as valid, customers are not required to return the defective product. This saves time and incurs no additional return shipping costs for the customer.