Refund and Returns Policy

Effective Date: September 17, 2025

1. Eligibility for Returns

You may request a return or exchange within 14 days of receiving your order, provided that:

  • The item is unused, unworn, and in its original packaging

  • Tags, labels, and seals (if any) are still attached

  • A valid proof of purchase (receipt or order number) is provided

2. Non-Returnable Items

The following items are non-returnable:

  • Sale or clearance items marked as “Final Sale”

  • Personalized, custom-made, or altered products

  • Intimate wear or items that raise hygiene concerns (e.g., earrings, swimwear)

3. How to Request a Return

To initiate a return, please contact us at:

📧 Email: contact@purehato.com
📞 Phone: 020 7946 0958

Include your order number, reason for return, and photos (if item is damaged). Our customer support team will respond within 1–2 business days.

4. Return Shipping

  • Customers are responsible for return shipping costs unless the product is damaged or sent in error

  • We recommend using a trackable shipping service to ensure safe delivery

  • We are not responsible for returned items lost in transit

5. Refunds

Once we receive and inspect the returned item, you will be notified of the status of your refund:

  • Approved refunds will be processed to your original payment method within 5–7 business days

  • Shipping fees (if applicable) are non-refundable

6. Exchanges

If you’d like to exchange your item for a different size, color, or product, please follow the same return process and specify the new item you’d like to receive. Exchanges are subject to stock availability.

7. Damaged or Incorrect Items

If you receive a defective, damaged, or wrong item, please contact us within 3 days of receiving the order with photo evidence. We will offer a full refund, replacement, or exchange at no extra cost.

8. Late or Missing Refunds

If you haven’t received your refund after 7 business days:

  1. Check your bank account or credit card statement again

  2. Contact your payment provider – processing times may vary

  3. If still unresolved, email us at contact@purehato.com

9. Contact Information

If you have questions about your return, we’re here to help:

Phone: 020 7946 0958
Email: contact@purehato.com