If you received a product that is damaged or faulty we will happily replace the item at no additional cost to you. Please contact us within 48 hours after receiving your order.

Should you receive a wrong product, please email us a picture of the item(s) showing the product and its original packaging within 48 hours upon receipt of the order get a replacement.

We can offer you replacements at no additional cost if it falls under below criteria:

• Items are faulty – damaged/broken upon arrival.
• We sent wrong product
• Parcels that are lost in transit.

Note: Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.
Hyalu Store will not be held liable to any misroute parcels. 

Please be aware that you order may be liable for charges or fees as a result of customs laws relevant to the delivery country. We recommend that the customer views and makes themselves aware of any country specific customs fees by visiting their country customs agency website, where guidelines relating to such fees will be outlined. It is the responsibility of the customer to be familiar of such fees that may be applicable. Please note that we have no control over what fees are liable to be charged. we cannot undervalue orders, or mark them as a gift.

The customer takes full liability for all postal charges, return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes, or fails to pay the customs charge within the time period outlined that results in the order being returned to sender. Please be aware that we will only be able to issue you with a partial refund in these circumstances, once any of the above charges and costs have been factored into the return amount.

The customer could also liable for the same charges outlined previously if the parcel is returned to sender because of incorrect or missing delivery address information. Whilst we make every effort to validate address details at point of dispatch, it is ultimately the responsibility of the customer to input the correct shipping details initially during the checkout process. Should you realize that an incorrect information/address was added in your order please contact us  right away.

Can all items be returned?

All items will be accepted back so long as they meet all of our returns terms and conditions and a returns request is submitted within 14 days of receipt of delivery.

How do I return a product?

If the item you have bought is no longer required, you can return it within 14 days following the delivery date providing that the product has not been used. Please contact us here and we will instruct you of how to begin the returns process.

Return Terms & Conditions

The team does not bear the direct cost of returning the goods. Please note that returns can sometimes take up to 15 days to reach us. If you return a product without the return form, the refund may take longer. The corresponding refund will be made once your return is received. Please also note that only products in perfect condition and in their original branded packaging (alternative appropriate exterior shipping packaging can be used) will be refunded. The refund delay depends on your bank and may vary. 

Returned orders remain under the responsibility of the customer until they arrive back at our returns address. We will not be held liable for any loss or damage to the parcel during transit to our returns centre, nor will we be able to provide any assistance with tracking the parcel before it's arrived back with us.

If you have other concerns, please refer to our FAQ or contact our Customer Service by submitting a ticket at our contact page HERE.

Cancellation Policy

Can I cancel my order(s)? Yes. Cancellations must be made within 24 hours of order placement. Send us an email within 24 hours and let us know the reason why you wish to cancel your order.

We do not accept cancellation of orders outside the 24 hours window and/or because of the Standard Shipping reason. Please note that our Standard Shipping is posted in each product’s description hence all customers should be aware of this before concluding an order.

All refunds will be processed within 24-48 hours before the fund reflects on customer’s bank account.

Please do not send your purchase back to the manufacturer. Send us an email stating your concern and attach a picture of the item(s) showing the size tag and its original packaging within 48 hours upon receipt of the order get a replacement or refund.

Note: Our team will inspect/verify the photo(s) before we issue out a replacement or refund. We reserve the right to refuse any replacement and refund if it does not meet the above criteria.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, check your bank account again and contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us by submitting a ticket at our website.