Return, Refund & Exchange Policy

At Hazel & Mary, we are committed to providing quality products and a positive shopping experience. Please review our return and refund policy carefully before placing an order.

1. Return Eligibility

We offer a 90-day return request period from the date you receive your order, subject to the conditions outlined in this policy and any applicable consumer-protection laws.

Returns are accepted only for verified product damage, manufacturing defects, incorrect items, or genuine sizing issues, except where a return or cancellation is required or permitted by applicable law. We do not accept returns for reasons such as a change of mind, personal preference, or simply deciding that you no longer want the product, except where required by law.

To qualify for a return, the item must:

• Be unused, unworn, unwashed, and in its original condition.

• Include all original tags, accessories, and packaging.

• Be accompanied by your order number and valid proof of purchase.

• Have a reported issue that meets the eligibility requirements of this policy.

Items that show signs of use, washing, alteration, intentional damage, or mishandling after delivery may be ineligible for a refund or replacement, unless applicable law provides otherwise.

2. Sizing Issues

We understand that finding the right fit is important. If you believe the product you received has a genuine sizing issue, please contact us within 90 days of delivery.

Your request must include your order number and clear photographs of the product, its size label, and any other information reasonably necessary to assess the issue.

A sizing issue means that the item received does not match the advertised or ordered size, or that there is a verifiable sizing discrepancy. A preference for a tighter or looser fit, a change in personal preference, or selecting the wrong size when ordering does not automatically qualify for a return or refund, except where required by applicable law.

All sizing-related requests are subject to verification and approval.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, has a manufacturing defect, or differs from the product you ordered, contact us as soon as reasonably possible.

Please provide:

• Your order number.

• Clear photographs or a video showing the issue.

• Photographs of the packaging and product label, if relevant.

• A brief description of the problem.

Our team will review the information and determine the appropriate resolution, which may include a replacement, refund, or another remedy required by applicable law.

Please do not return an item before receiving return instructions from our support team.

4. Late Deliveries

A delayed delivery, by itself, does not automatically qualify an order for a return or refund under our voluntary return policy. If an order arrives later than the estimated delivery timeframe, we will review the circumstances and assist you in accordance with our shipping policy and applicable consumer-protection laws.

However, this policy does not eliminate any cancellation, refund, or other rights you may have if an order is not delivered within a legally required or otherwise applicable timeframe, or if the delay entitles you to a remedy under applicable law.

If your order has not arrived within the estimated delivery period, please contact us so we can investigate its status.

5. Non-Returnable Items

Except where a return, refund, or other remedy is required by applicable law, the following items are not eligible for voluntary returns:

• Custom-made or personalized products.

• Underwear and other hygiene-sensitive products.

• Personal care and beauty products.

• Perishable goods, including food, flowers, and plants.

• Hazardous materials and flammable liquids or gases.

• Gift cards.

• Sale or clearance items.

• Special-order products that are expressly identified as non-returnable before purchase.

This list does not restrict remedies for defective, damaged, incorrectly supplied, or misrepresented products where such remedies are required by law.

6. Return Shipping Costs

Unless the return is due to a verified error, damage, or defect attributable to Hazel & Mary, or applicable law requires otherwise, customers are responsible for return shipping costs.

For approved returns arising from a verified product defect, damage, or incorrect item supplied by us, we will provide instructions regarding the applicable return-shipping arrangements.

Original shipping charges, transaction fees, and other costs are non-refundable unless a refund of those amounts is required by applicable law or expressly approved by Hazel & Mary.

We strongly recommend using a tracked shipping service for any authorized return. Hazel & Mary cannot guarantee receipt of a return shipped without tracking. Customers should retain their shipping receipt and tracking information until the matter is resolved.

7. How to Request a Return

To initiate a return request, contact us at:

Email: Support@hazelandmary.com

Please include your order number, the reason for your request, and any supporting photographs or videos.

Do not ship any product back without first receiving authorization and return instructions from our support team. Unauthorized returns may be delayed or refused where permitted by law.

For approved returns, the designated return address will be provided by our support team. Please use the address and instructions supplied for your specific return.

8. Exchanges and Replacements

We offer replacements for verified items that arrive damaged, defective, incorrectly supplied, or affected by an eligible sizing discrepancy, subject to product availability and applicable law.

If a replacement is unavailable, we will discuss the appropriate alternative remedy, including a refund where applicable.

We do not offer voluntary exchanges simply because a customer changes their mind or prefers a different style, color, or size after ordering, except where required by applicable law.

9. Refund Processing

Once we receive an authorized returned item, where a physical return is required, we will inspect the product and notify you whether your refund or replacement request has been approved.

Approved refunds will generally be issued to the original payment method within 10 business days of approval. Processing times may vary depending on your bank, card issuer, or payment provider.

If your refund has not appeared within 15 business days after approval, please contact us at Support@hazelandmary.com.

A refund request may be declined if the item does not meet the applicable return requirements or if the claim cannot be substantiated, subject to any mandatory legal rights. We will not reject a valid statutory claim solely because a customer has not met a voluntary policy requirement that is not legally applicable.

10. European Union Consumer Rights

For orders covered by European Union consumer-protection law, eligible consumers generally have a 14-day withdrawal period for distance purchases, subject to applicable exceptions.

The withdrawal period, eligibility conditions, and any applicable exceptions will be determined in accordance with the relevant law. Certain products, including personalized goods and sealed hygiene-sensitive products that are unsuitable for return for health or hygiene reasons once unsealed, may fall within statutory exceptions.

Nothing in this policy limits mandatory consumer rights, including applicable withdrawal rights, statutory remedies for defective or non-conforming goods, or rights arising from non-delivery.

11. Policy Abuse and Fraudulent Claims

Hazel & Mary reserves the right to investigate suspected fraudulent, misleading, or abusive return and refund claims. We may request reasonable supporting information to verify a reported issue and may decline claims that are demonstrably fraudulent or do not qualify under this policy, where permitted by law.

This provision does not limit a customer's legitimate rights under applicable consumer-protection laws.

12. Contact Us

For questions about returns, refunds, exchanges, or delivery issues, contact:

Hazel & Mary Customer Support

Email: Support@hazelandmary.com

We reserve the right to update this policy from time to time. The version applicable to an order will be determined in accordance with applicable law.