Refund policy

Cancelling an order

Email info@hakhatu.com within 12 hours of placing your order. Inside that window we cancel unconditionally. After it, production may already have started and cancellation cannot be guaranteed.

If something is wrong, tell us within 14 days

You have 14 days from delivery, measured against carrier tracking, to report a problem. We cannot accept claims raised after that window closes.

We replace or refund at no cost to you when the fault is ours:

  • Wrong size — what arrived does not match what you ordered.
  • Wrong design — the item differs from the design shown or the details submitted on the website.
  • Damage on arrival — torn, peeling, or broken in transit.

How to raise a claim

  1. Email us within 14 days of delivery with your order number.
  2. Attach clear photos showing the problem.
  3. We typically reply within 24–48 hours on business days.

Once verified, we ship a replacement or issue a refund. You do not place a new order, and you pay nothing extra.

Return shipping

For our own errors you usually do not need to send anything back — photos are enough.

Where a return is required, contact us first for an authorized return address. Return postage is paid by the customer and the parcel travels at your risk, so we recommend an insured, trackable service. We cannot be responsible for returns damaged or lost on the way back to us. Parcels sent without prior authorization may not be received or matched to your claim.

What we cannot take back

  • Items personalized with details you entered — a misspelled name, wrong date, or the wrong size chosen at checkout. Made-to-order goods cannot be resold.
  • Items that have been washed, used, or altered.
  • Items returned without their original packaging.

None of this limits our own-error protection above. Please review every detail before checkout. For Hawaiian shirts, check the size chart before ordering: each shirt is measured flat by hand and can differ from the chart by up to 1 inch, which is not a fault.

Refunds

  • Issued to the original payment method.
  • We process approved refunds within 1–5 business days.
  • Your bank or payment provider may need a further 3–7 business days to post the funds.

Exchanges

We do not run a standard exchange programme. Where the fault is ours, the replacement process above covers it.

Contact

Email info@hakhatu.com with your order number and a short description. We typically reply within 24–48 hours on business days.