Refund policy
At HARÉ, we want you to be happy with your purchase. Each piece is carefully made and inspected before delivery. If you need to request an exchange, return, or report an issue with your order, please review the conditions below.
1. Exchanges and returns
If you would like to request an exchange or return for a product purchased through our online store, you must contact us within 8 days of receiving your order.
To be eligible, the product must be:
- Unused.
- Unwashed.
- In the same condition in which it was received.
- With its original tags and accessories.
- Free from stains, odors, damage, or alterations caused after delivery.
Opening the packaging solely to inspect the product will not be considered use.
All requests will be reviewed before an exchange or return is authorized.
2. How to request an exchange or return
To begin a request, contact us through our customer service channels and provide:
- Order number.
- Name used to place the order.
- Product you wish to exchange or return.
- Reason for the request.
- Photos of the product, when necessary.
Once we receive your request, we will provide the next steps.
Please do not send any product back before receiving return instructions from HARÉ.
3. Defective products or incorrect orders
If you receive a defective, damaged, or incorrect product, please contact us as soon as possible.
Please include photos that allow us to review the issue.
If we confirm that the issue is due to a manufacturing defect, damage that occurred before delivery, or an error in preparing your order, HARÉ will arrange the appropriate solution, which may include:
- Product repair, when appropriate.
- Replacement with the same product.
- Exchange for another available product.
- Refund, when applicable.
In these cases, HARÉ will cover reasonable costs associated with the return or replacement.
4. Natural variations in handmade products
Many HARÉ pieces are handcrafted.
Small variations in stitching, texture, fibers, color tone, or finish may occur from one piece to another and are part of the nature of a handmade product.
These characteristics will not be considered defects as long as they do not affect the product’s functionality, durability, or overall quality.
5. Personalized or specially made products
Products that have been personalized, modified, or made specifically according to the customer’s individual instructions may be subject to special exchange or return conditions.
This does not limit any consumer rights that may apply when a product is defective, does not match what was ordered, or when applicable law provides otherwise.
6. Return shipping costs
When an exchange or return is requested solely due to the customer’s decision and there is no defect or error attributable to HARÉ, return shipping costs may be the customer’s responsibility, in accordance with applicable law.
If the product has a confirmed defect or you received a different item from the one ordered, HARÉ will cover the applicable costs required to resolve the issue.
7. Exchanges for another product
Exchanges are subject to inventory availability.
If you wish to exchange your product for another style, size, or color and there is a price difference, the difference must be paid before the replacement is shipped.
If the new product has a lower price, we will inform you of the available options based on the original payment method and applicable conditions.
8. Refunds
Once we receive and inspect the returned product, we will notify you of the status of your request.
When a refund applies, it will be processed using the payment method associated with the original purchase or another method agreed upon with the customer.
The time required for the funds to appear may vary depending on the bank, card issuer, or payment provider.
When a payment reversal is legally required, HARÉ will process it within the timeframes established by applicable law.
9. Orders not received
If your order has not been received within the corresponding delivery period, please contact us so we can review the shipment status.
When a product purchased through e-commerce has not been delivered, the refund or payment reversal rights and procedures established under Salvadoran law will apply.
10. Customer Care
For assistance with an exchange, return, or defective product, you can contact us through:
Instagram: @harecrafted
Email: harecrafted@gmail.com
WhatsApp: +503 7972-5484
Customer Care Hours: 9:30 AM to 6:00 PM
This policy applies to purchases made directly through HARÉ’s official sales channels and is interpreted in accordance with the consumer protection laws applicable in El Salvador.