Refund policy
Returns & Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your order to request a return, in line with UK consumer law.
To be eligible for a return, your item must be unopened, unused, and in the same condition that you received it, with original packaging intact. For hygiene reasons, we cannot accept returns of used skincare products. You’ll also need your receipt or proof of purchase.
To start a return, please contact us at contact@hinlura.com. Return postage is paid by the customer unless the goods are faulty or misdescribed.
Items sent back to us without first requesting a return will not be accepted.
Please send returns to:
HINLURA Ltd
71–75 Shelton Street
London, United Kingdom
WC2H 9JQ
You can always contact us for any return question at contact@hinlura.com.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if an item is defective, damaged, or incorrect. We will assess the issue and provide a repair, replacement, or full refund as required under the Consumer Rights Act 2015.
Exceptions / Non-Returnable Items
Due to hygiene regulations, we cannot accept returns for products that have been opened or used.
Unfortunately, we also cannot accept returns for sale items or gift cards.
Please contact us if you have any questions about a specific item before returning it.
Exchanges
We do not offer direct exchanges. The fastest way to receive a replacement is to return your original item for a refund and then place a new order.
European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be unused, unopened, and in its original packaging, and you’ll need to provide proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund was approved.
If approved, your refund will be issued to your original payment method within 14 days of receiving the returned goods. Please remember it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at contact@hinlura.com.