Refund policy
Last updated: September 4, 2026
At Henash, we want you to be satisfied with your purchase. If you need to return an item or have an issue with your order, please review the policy below for information about returns, refunds, exchanges, damaged or defective items, and applicable exceptions.
1. Returns
We offer a 14-day return period, which means you have 14 days from the date you receive your order to request a return.
To be eligible for a return, the item should be:
- In the same condition in which you received it
- Unworn or unused
- With its original tags, where applicable
- In its original packaging, where applicable
- Accompanied by your receipt, order number, or other valid proof of purchase
To request a return, please contact us at info@henash.store before sending the item back.
Items returned without first contacting us may not be accepted.
Your statutory consumer rights are not affected by the conditions of this voluntary return policy.
2. How to Request a Return
To start a return, please contact us at info@henash.store and provide:
- Your order number
- The item or items you wish to return
- The reason for the return, where applicable
Once we review your request, we will provide you with the applicable return instructions, including where and how the item should be sent.
Please do not send your return to the address listed in the Contact Us section unless we have specifically instructed you to do so.
You can also review our Shipping Policy for additional information about shipping and delivery.
3. Return Shipping Costs
For a return because you have changed your mind or no longer want the product, you may be responsible for the cost of returning the item unless Henash has stated otherwise.
If the item is defective, damaged, incorrect, or does not conform to your order, we will address the issue in accordance with applicable consumer protection laws and provide the appropriate remedy.
Any return shipping instructions or applicable costs will be explained when your return request is reviewed.
4. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as you receive it.
If your item arrives damaged, defective, or incorrect, you must contact us within 24 hours of delivery so that we can assess the issue and determine the appropriate solution.
Please contact us at info@henash.store and include your order number together with a description of the problem. Where possible, please also provide photographs of the item and its packaging.
The 24-hour reporting period helps us investigate delivery and product issues promptly. It does not limit or replace any mandatory statutory rights or legal guarantees that may apply to your purchase.
5. Non-Returnable Items
Certain products may not be eligible for return where permitted by applicable law. These may include:
- Products made to your specifications or clearly personalised products
- Products that are liable to deteriorate or expire quickly
- Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed
- Other products that are legally excluded from the right of withdrawal
If you are unsure whether an item is eligible for return, please contact us at info@henash.store before sending it back.
Sale Items
Sale or discounted items are not automatically excluded from applicable consumer rights. Where mandatory law provides a right to cancel, return, obtain a refund, or exercise a legal guarantee, those rights continue to apply.
Gift Cards
Gift cards are not eligible for return or refund unless otherwise required by applicable law.
6. Exchanges
If you would like to exchange an item for another size, colour, variant, or product, please contact us at info@henash.store.
An exchange is subject to product availability and the applicable return conditions.
Where a direct exchange is not available, we may ask you to return the original item and place a separate order for the replacement item.
7. European Union Right of Withdrawal
If you are a consumer in the European Union and your purchase is covered by the statutory right of withdrawal, you generally have 14 days from the day you receive the goods to notify us that you wish to cancel your purchase, without having to provide a reason.
To exercise your right of withdrawal, contact us at info@henash.store with your order number and a clear statement that you wish to cancel or withdraw from the purchase.
After notifying us of your decision to withdraw, you must return the goods within the applicable statutory period.
You may handle and inspect the goods only to the extent reasonably necessary to establish their nature, characteristics, and functioning. If the value of the goods has been diminished because they were handled beyond what is reasonably necessary for inspection, you may be responsible for that diminished value where permitted by applicable law.
The statutory right of withdrawal does not apply to certain categories of products, including certain personalised products, goods that deteriorate or expire rapidly, and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.
Nothing in this section limits any other statutory consumer rights or legal guarantees that may apply to defective, damaged, or non-conforming products.
8. Refunds
Once we receive your returned item, we will inspect it and determine whether the applicable return requirements have been met.
If your refund is approved, it will normally be issued to the original payment method used for the purchase.
Once we receive and inspect the returned item, we aim to process your refund within 7 business days.
We aim to process approved refunds promptly. Once the refund has been issued by Henash, the time it takes for the funds to appear in your account may depend on your bank, card issuer, or payment provider.
Where a statutory refund period applies, Henash will process the refund within the period required by applicable law.
For an EU statutory withdrawal, the refund will generally include the standard delivery charge paid for the order, subject to applicable law. Any additional amount paid because you selected a more expensive delivery option may not be refundable where permitted by law.
Where permitted by applicable law, Henash may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
9. Refunds for Damaged, Defective, or Non-Conforming Products
If a product is damaged, defective, incorrect, or does not conform to your order, Henash will review the issue and provide the remedy required under applicable consumer protection laws.
Depending on the circumstances and applicable law, the available remedy may include repair, replacement, price reduction, or cancellation and refund.
These statutory rights are separate from the voluntary 14-day return policy described above.
10. Return Conditions
If an item is returned under the voluntary 14-day return policy, it should be returned in the condition in which it was received, unworn or unused, with applicable tags and original packaging.
If an item has been used, worn, damaged, altered, or otherwise handled beyond what is reasonably necessary to inspect it, the return or refund may be affected where permitted by applicable law.
This does not affect your statutory rights relating to defective, damaged, incorrect, or non-conforming goods.
11. Returns That Are Not Accepted
A return may be refused where:
- The return request is made outside the applicable 14-day return period for a voluntary return
- The product does not meet the applicable return conditions
- The product falls within a legally applicable exception to the right of withdrawal or return
Mandatory consumer rights and legal guarantees continue to apply where required by law.
If we cannot accept a requested return, we will explain the reason to you.
12. Questions About Returns or Refunds
If you have any questions about returns, refunds, exchanges, damaged products, defective products, or your consumer rights, please contact us at:
Email: info@henash.store
You can also review our Terms of Sale, Terms of Service, and Shipping Policy for additional information about your purchase.
13. Contact Us
Henash
129 Avenue de Magudas
33320 Eysines, France
Email: info@henash.store
Telephone: +33 7 66 36 52 09
For all return, refund, exchange, damaged-item, defective-item, or incorrect-item enquiries, please contact info@henash.store.