Hana Bamboo aims to provide our customers with an exceptional shopping experience. We understand that on rare occasions shoppers are not completely satisfied, and it is important for us to hear your feedback. Simply contact us on the below details, and we will be happy to attend to your needs.
If for any reason you are not completely satisfied with your purchase, you may return and replace it within 30 days We are happy to assist you in selecting the replacement item. Please note that any returned items must be in original packaging, (with tags/labels attached) and the original receipt. It should also be in original condition; not worn and/or washed to comply with hygiene regulations and Australian law.
Return Procedure (valid for all unworn items)
1. Print the original order receipt you have received from us after completing the purchase.
2. Write a note to us stating the return authority number that we provided in response to your email.
3. Pack the items well and place the order receipt and note inside.
4. Send the package to the following address (at your cost): Hana Intimates, P.O. Box 114, INVERLOCH Victoria 3996
Our customer service team will contact you once we receive your parcel to complete the process.
Once we receive your return we will email you an exchange credit code to the value of your original order. This credit code can be put towards a new purchase of product. However, the credit cannot be used to put towards shipping which will need to be paid separately at checkout.
Hana Bamboo will provide a refund if you are not satisfied with your purchase and you cannot find a suitable exchange item
A refund will be approved provided the merchandise is in original condition, unworn and proof of purchase is shown. The purchase price of the goods will be refunded less a restocking fee of $5.00 using the original payment method.
The refund will be approved and actioned once the returned item is received by the hana customer service team. Please read the above return procedures and follow the instructions on how to process a returned item.
Refunds may take up to 7 days to appear on your statement under the name of White Gallery trading as Hana Intimates.
Please Note: Refund and Exchange values are subject to re-calculation if purchased within a promotion where terms are no longer met.
For all orders, faults or errors must be detected prior to wash and wear to be returned. If any quality issues in the products arise after they have been worn, you may return the product to us for further inspection (at your cost). We will provide you with a quote to have the product inspected by an external Quality Assurance professional to identify if any issues that have arisen are due to a fault in the product.
If the investigation shows that the product is deemed faulty you will be reimbursed for your postage expense for returning the item, and offered a refund or replacement. If the issues in the product are found to be due to incorrect use, you will be required to cover the cost of the inspection and any additional postage expenses required to return the product to you.
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