Returns

• 30 daysto change your mind on anything unopened, from any of the four countries we sell to.
• Sealed onlyOpened cosmetics, haircare, skincare, brushes and applicators cannot come back on change of mind. Hygiene rule, no exceptions.
• Faults, we payWrong, damaged or faulty means we cover the postage and you choose a refund or a replacement.
• Change of mind, you payReturn postage on a change of mind return is yours, including from overseas. Send it tracked.
• TorontoWhere returns go. Message us first and we will give you a reference to put on the parcel.
• 5 business daysto refund once the parcel reaches us, back to the card you paid with, in the currency you paid in.

That is the whole policy in six lines. Everything below is the detail behind it, including how a return works when it has to cross a border and what your statutory rights are in each country. If you already know what you want to do, skip to how to start a return.

Change of mind window

30 days from delivery

Condition required

Unopened, unused, seals and shrink wrap intact

Opened cosmetics

Not returnable for hygiene reasons unless faulty

Return postage

Yours on change of mind, ours if the fault is ours

Returns go to

1 Robert Street, Toronto ON M5S 2K2, Canada

Returning from overseas

Same rules, longer trip. See the international section below.

Refund timing

Within 5 business days of the parcel reaching us

Change of mind

You have 30 days from the day your order is delivered to send back anything you have not opened. It needs to come back in the condition it left in: outer seal unbroken, shrink wrap on, box not written on, product never used.

• Refund goes back to the original payment method, in the currency you paid in.
• Return postage on a change of mind return is paid by you. Use a tracked service, an untracked parcel that never arrives is not a refund we can process.
• The delivery charge you originally paid is not refunded on a change of mind return. If your order shipped free because it was over $99, and the return drops it under $99, we deduct the $9.95 standard rate from the refund.
• Import duty or tax you paid to your own customs authority is not something we can refund. Ask them about a refund on returned goods.
• Sale items follow the same rules as full price items.

Opened cosmetics, and why we cannot take them back

Once a shampoo, serum, cream, lipstick, brush or applicator has been opened or used, we cannot resell it and we will not restock it for someone else. That is a hygiene rule, not a technicality, and it applies even if you used it once and did not like it.

• Anything with a broken seal, missing shrink wrap, a used pump, or product gone from the container is not returnable on change of mind.
• Testers, samples and gift with purchase items are not returnable.
• This does not affect your rights when a product is faulty. See below.

If you are not sure a product will suit you, read the ingredient list on the product page and buy the smallest size the brand makes. That is a cheaper experiment than a full salon size you cannot return.

Faulty, wrong or damaged

Different rules, and better ones. If we sent the wrong item, if it arrived damaged, or if the product is faulty, we pay the return postage and you choose a replacement or a refund.

• Tell us within 7 days of delivery for a damaged or incorrect item, with photos of the item and the packaging.
• For a fault that shows up later, contact us with the order number and a description. Manufacturing faults are covered well beyond 30 days.
• Outside Canada we refund the postage rather than send a label, so send it tracked and send us the receipt.
• Do not throw away the packaging until the claim is settled. Carriers ask for it.

Hair dryers, straighteners and other electricals

• Unopened and unused, the same 30 day change of mind window applies.
• Once it has been plugged in, change of mind no longer applies, but the manufacturer warranty does.
• Warranty claims are handled by the brand service agent, usually the one in your own country, and we will give you the contact and the proof of purchase you need.
• Check the plug and the voltage before you order an electrical item into another country. A tool sold for one market may need an adaptor or may not be rated for your supply, and that is not a fault.
• Keep the box. Most brands will not accept a warranty return without it.

Returning from outside Canada

Our returns address is in Toronto. If you are in Australia, the United States or the United Kingdom, your parcel is crossing a border to get back to us, and there is no way to make that quick. Here is exactly how it works so nothing is a surprise.

Return address

1 Robert Street, Toronto ON M5S 2K2, Canada

Change of mind postage

Paid by you, including the international rate. We do not issue prepaid international labels.

Faulty, wrong or damaged

Paid by us. Send us the postage receipt and we refund it with the order.

Service to use

Anything tracked. Untracked international post is the single most common reason a return cannot be refunded.

How long it takes

Weeks, not days. Standard international post plus customs clearance is commonly 2 to 6 weeks before it reaches us.

Refund timing

Within 5 business days of the parcel arriving, then a few more days for your bank.

Customs declaration

Mark it RETURNED GOODS and declare what you paid. A return declared as a gift or as a new commercial shipment can be taxed on entry, and that cost comes off the refund.

Duty you already paid

Not refundable by us, because we never received it. Claim it from your own customs authority: HMRC in the United Kingdom, the CBSA in Canada, CBP in the United States, the Australian Border Force in Australia.

• Message us before you post anything back. We will confirm the address and give you a reference to write on the outside.
• Keep the tracking number until the refund lands. It is the only thing that resolves a lost return.
• On a low value change of mind return, do the maths first. International postage on a single shampoo can cost more than the refund.
• If the item is faulty, ask us before you send it. Sometimes a photo settles it and the parcel never has to move.

Your statutory rights

The policy above is what we offer. Statutory rights sit underneath it and we cannot write them away, whichever country you bought from.

Australia

Nothing on this page reduces your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure is not a major one.

United Kingdom

• The Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described.
• The Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel a distance sale. Our 30 day window is longer, and it runs alongside that right rather than replacing it.
• Sealed goods that are not suitable for return for health or hygiene reasons are excluded from the cancellation right once the seal is broken. That is the same rule we apply to opened cosmetics, and it is the reason for it.

Canada

Consumer protection is provincial. Your provincial legislation, and the implied conditions in the sale of goods legislation where you live, apply to this sale and nothing here overrides them.

United States

Your rights come from your state consumer protection law and from any warranty that came with the product. Nothing here is meant to limit either.

This is a plain summary, not legal advice, and it has not been reviewed by a lawyer in any of these countries. The change of mind policy above is something we offer on top of your statutory rights, not a substitute for them. If you think a product has failed, contact us and say so plainly.

How to start a return

1. 1
   Tell us first. Call +1 (289) 856-8434, or use the contact form, with your order number and what you want to return. Do not post anything back before you hear from us, unlabelled returns are very hard to match to an order.
2. 2
   We reply with the return address and a reference. Within one business day. Write the reference on the outside of the parcel.
3. 3
   Pack it properly and send it tracked. Put the products inside a satchel or a box. Do not stick a label straight onto the product carton. From outside Canada, mark the customs declaration RETURNED GOODS.
4. 4
   We check it and refund. Within 5 business days of the parcel reaching us. Your bank may take a few days more to show it.

Returns address

1 Robert Street, Toronto ON M5S 2K2, Canada

Phone

+1 (289) 856-8434

Returns email

support@hayaiti.com

Support hours

Mon to Fri, 9am to 5pm ET