Refund policy

Last updated: September 26, 2026

THE SHORT VERSION

  • Contact us first. Email hazii.studios.support@gmail.com or use our Contact page. Please don't send anything back until we have reviewed your request and sent you instructions for your specific order. We don't have a general return address.
  • Changed your mind? Contact us within 30 days of receiving your order. Whether a change-of-mind return is accepted, and whether return shipping is covered, depends on the item and its condition. Not every return is free. If your change-of-mind return is approved, one flat $9.99 USD restocking fee is deducted from your refund. It is never more than your refund.
  • Wrong, damaged, defective, missing or not as described? Contact us as soon as possible. There is no restocking fee, and you won't pay return shipping.
  • Customers in Mexico: you can cancel your purchase within 5 business days of receiving it, without giving a reason and without any restocking fee. See section 4.
  • Nothing in this policy limits the rights you have under the consumer protection laws that apply to you, including Mexico's Ley Federal de Protección al Consumidor and the laws of your U.S. state.

1. HOW TO CONTACT US

Email hazii.studios.support@gmail.com or use our Contact page. Please include:

  • your order number
  • the name and email address used for the order
  • the item or items concerned
  • what happened, or why you'd like to return the item
  • if an item is damaged, defective, wrong, missing or not as described: clear photos or a short video of the item, the packaging and the shipping label

2. HOW THE PROCESS WORKS

  1. You contact us with your order details and explain the issue.
  2. We review your order, the product and your reason.
  3. We check which options apply to your order. This depends on the item, the reason, where you are, and the law that applies to you.
  4. We reply with our decision and your options.
  5. If the item needs to come back, we send you return instructions for your specific order, including where to send it and who pays for return shipping.
  6. You send the item only as described in those instructions.
  7. We process your refund, replacement or other remedy.

In some cases we may refund you without asking for the item back.

Please don't send items to any address we haven't given you for your specific order. Return destinations can differ from order to order. An item sent somewhere else may be delayed or may not reach us, which can delay your refund.

3. CHANGE-OF-MIND RETURNS

A change-of-mind return is a return because you no longer want the item, or because the size, fit, color or style isn't right for you, when nothing is wrong with the item.

Time to contact us: within 30 days of the date you received your order. This is the time you have to contact us. It is not a promise that every request will be accepted.

Condition: the item must be unused, unworn and unwashed, in the condition you received it, with original tags and packaging, and complete with any included parts or accessories.

Hygiene items: earrings and other items whose protective packaging or seal has been opened can't be returned for a change of mind, unless they arrived wrong, damaged, defective or not as described.

Return shipping: whether return shipping is covered depends on the item and your order. Before you send anything, we'll tell you whether return shipping is covered or is your cost, and what we know about that cost. You can then decide whether to go ahead.

Restocking fee: see section 6.

If your request isn't eligible, we'll tell you why.

Customers in Mexico: this section doesn't limit your right to cancel under section 4.

4. CUSTOMERS IN MEXICO — YOUR RIGHT TO CANCEL

Under Article 56 of Mexico's Ley Federal de Protección al Consumidor, if you are a customer in Mexico you can cancel your purchase within 5 business days (días hábiles) after you receive it, without giving a reason.

  • How to cancel: tell us within those 5 business days by email at hazii.studios.support@gmail.com or through our Contact page. The date you send your message is the date that counts.
  • No restocking fee applies.
  • We refund the price you paid.
  • As the law provides, the cost of return shipping and insurance is yours.
  • Before you send anything, we'll send you instructions for returning the item.
  • The change-of-mind conditions and hygiene rules in section 3 are not conditions of this cancellation right.
  • This right is in addition to the 30-day request window. After the 5 business days, section 3 applies.

5. WRONG, DAMAGED, DEFECTIVE, MISSING OR NOT-AS-DESCRIBED ITEMS

This section applies if:

  • you received a different item, size or color from the one you ordered
  • the item arrived damaged
  • the item is defective
  • an item, or part of an item, is missing from your order
  • the item is materially different from its description on our website

What to do: contact us as soon as possible after delivery with your order number and photos or a video of the item, the packaging and the shipping label. For missing items, include photos of the package and everything that arrived. Reporting quickly helps us resolve the issue faster. It does not take away rights you have under the law if you report later.

What we do: we review the information and may ask for more details. We tell you whether we need the item back. Often we don't.

What it costs you: nothing extra.

  • No restocking fee.
  • No return shipping cost. If the item needs to come back, we either provide prepaid return shipping or reimburse the reasonable shipping cost you paid when following our instructions.

Remedy: a replacement (if available) or a refund of the price paid for the affected item. If a replacement isn't available, we refund you.

  • Customers in Mexico: you choose between a replacement and a refund. Hazii Studios will also provide any additional remedy or compensation (bonificación) that the Ley Federal de Protección al Consumidor requires.
  • Customers in the United States: your rights under the law of your state, including implied warranties, are not affected.

6. RESTOCKING FEE

  • Amount: one flat $9.99 USD fee per approved change-of-mind return request, however many items are in the request. It is a fixed amount, not a percentage.
  • When it may apply: only to approved change-of-mind returns (section 3) where the item is sent back, and only where the law allows it.
  • When it never applies:
    • items that are wrong, damaged, defective, missing or not as described
    • lost or undelivered orders
    • cancellations by customers in Mexico within 5 business days of delivery (section 4)
    • orders cancelled before they ship
    • refunds where we don't ask for the item back
    • any case where the law doesn't allow it
  • Limit: the fee is never more than the refund you would otherwise receive. If the fee would equal or exceed that amount, we'll tell you before you send anything, so you can decide whether to go ahead.
  • What it is: a processing fee. It is not a shipping charge and does not pay for return shipping.
  • Example: for an approved change-of-mind return request for one $69.99 item, the refund is $60.00.

7. REFUNDS

  • When: approved refunds are processed within 10 business days after the applicable refund conditions are satisfied, including receipt and inspection of a returned item when a return is required. Your bank or payment provider may require additional time.
  • Amount: the price you paid for the item or items, minus the restocking fee only where section 6 allows it. All orders ship with FREE SHIPPING, so there is no shipping charge to refund.
  • How: to your original payment method (for example, your card or PayPal). OXXO cash payments can't be refunded to the original payment method, so we refund them by bank transfer (SPEI) to an account in your name, or by another method you agree to. We'll ask for the bank details by email. Please never share them in the chat.
  • Store credit: we don't issue store credit.

8. CANCELLING AN ORDER BEFORE IT SHIPS

Contact us as soon as possible. If your order hasn't shipped and we are still able to stop it, we cancel it and refund you in full, with no fee. If it has already shipped, we'll explain your options. Customers in Mexico keep their 5-business-day right to cancel after delivery (section 4).

9. LOST, LATE OR UNDELIVERED ORDERS

Please see "Delivery problems" in our Shipping Policy. No restocking fee ever applies to these cases.

10. EXCHANGES

We don't offer direct exchanges. If you'd like a different size or color, contact us within 30 days of receiving your order. If your return is approved, you can place a new order for the item you want.

11. QUESTIONS

Contact us through our Contact page or at hazii.studios.support@gmail.com, before you order or at any time after.