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At Haibu, we want you to feel confident when placing an order with us. If something isn’t right with your purchase, we’re here to help.

30-Day Return Policy

You have 30 days from the date your order is delivered to request a return.

To qualify for a standard return, the product must be:

  • Unused and unopened
  • In the same condition in which you received it
  • In its original packaging
  • Accompanied by your order confirmation, receipt, or other proof of purchase

Before sending anything back to us, you must first request and receive approval for your return.

To start a return, contact:

support@haibu.store

Please include your order number and the reason for your return so our team can assist you as quickly as possible.

If your return is approved, we will provide you with instructions explaining where and how to send your package.

Please do not send products back without contacting us first. Returns sent without prior approval may not be accepted or processed.

Damaged, Defective, or Incorrect Orders

Please check your order as soon as it arrives.

If your product arrives damaged or defective, or you receive an incorrect item, contact us as soon as possible at:

support@haibu.store

Please include your order number and, where possible, clear photos showing the issue.

Our team will review the situation and work with you to find an appropriate solution.

Items That Cannot Be Returned

For health, hygiene, safety, or other applicable reasons, certain products may not be eligible for return.

Non-returnable items may include:

  • Products that have been opened or used
  • Products that cannot be resold for hygiene or safety reasons once opened
  • Perishable goods
  • Personalized or custom-made products
  • Certain personal-care products
  • Hazardous or flammable products
  • Gift cards
  • Products specifically identified as final sale, where permitted by applicable law

If you’re unsure whether your Haibu product is eligible for a return, contact us before sending it back.

Nothing in this policy is intended to limit any mandatory consumer rights that apply to you under applicable law.

Exchanges

We currently recommend handling exchanges by returning the original eligible product and placing a new order for the item you would prefer.

Contact support@haibu.store first to have your original return reviewed.

Once approved, you can follow the provided return instructions and place a separate order for the replacement product.

European Union Right of Withdrawal

If applicable EU consumer protection law applies to your purchase, you generally have the right to withdraw from an eligible distance purchase within 14 days without providing a reason, subject to applicable exceptions.

The withdrawal period generally runs from the day you, or a third party designated by you other than the carrier, receives the goods.

Certain goods may be excluded from the right of withdrawal under applicable law. This can include sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed.

To exercise an applicable right of withdrawal, contact:

support@haibu.store

We will provide further return instructions.

Your statutory rights under applicable EU consumer law are not affected by our voluntary 30-day return policy.

Refunds

Once your return arrives, we will inspect it and notify you about the status of your refund.

If the return is approved, the applicable refund will be issued to your original payment method.

We aim to process approved refunds within 10 business days.

After we issue the refund, your bank, credit card company, or payment provider may require additional time before the funds appear in your account. Processing times are outside Haibu’s control and vary between financial institutions.

If more than 15 business days have passed since we confirmed that your refund was approved and you still haven’t received it, please contact:

support@haibu.store

Return Shipping

Unless the product arrived damaged, defective, incorrect, or applicable law requires otherwise, return shipping costs may be the responsibility of the customer.

Any applicable return-shipping instructions or costs will be communicated to you when your return request is reviewed.

We recommend retaining your return shipping receipt and tracking information until your return has been completed.

Order Cancellations

If you need to cancel or change an order, contact us as quickly as possible at support@haibu.store.

We cannot guarantee that an order can be changed or cancelled once it has entered processing or has been shipped.

If your order has already shipped, you may need to follow the applicable return procedure after receiving it.

Questions?

If you have questions about a return, refund, damaged order, or your eligibility under this policy, contact the Haibu customer support team at:

support@haibu.store

Haibu Customer Support