سياسة الاسترجاع

Last updated: September 30, 2026

Hatoon products are natural food products. To protect the safety and quality of every jar and bottle, we cannot accept returns of opened products or products returned for a change of mind. We do, however, stand fully behind every order we send.

Inspect your order on delivery

Due to the nature of our products being liquids in glass containers, please inspect the shipment in front of the delivery courier upon receipt. If any breakage or leakage is noticed, please refuse the shipment immediately or send clear photos within hours of delivery along with your order number, and we will replace it or refund you right away.

1. When we replace or refund

We will replace the product or refund you if your order arrives:

• Broken, leaking or damaged in transit.
• Different from what you ordered (wrong product, size or quantity).
• With a quality issue or past its expiry date.

2. How to request it

• Breakage or leakage: refuse the shipment in front of the courier, or send clear photos within hours of delivery along with your order number.
• Wrong item, quality or expiry issue: contact us as soon as you notice, with your order number and clear photos of the product and packaging.
• Reach us on WhatsApp or by email, and please keep the product and its packaging until we have reviewed your request.

3. What happens next

• We review your request right away and confirm the solution with you.
• We send a replacement at no extra cost, or refund the value of the affected product(s).
• If a pickup is needed, we arrange it for you free of charge.

4. Refunds

• Card, Apple Pay and wallet payments are refunded to the original payment method within 5–10 business days (depending on your bank).
• Cash on delivery orders are refunded by mobile wallet or InstaPay.
• Shipping fees are refunded when the issue is our mistake.

5. Not eligible

• Opened or used products that have no defect.
• Breakage or leakage that was not reported on delivery or within hours of receipt.
• Damage caused by improper storage after delivery.

6. Cancelling an order

You can cancel your order free of charge any time before it is shipped — just message us with your order number.

Contact us

📞 Phone & WhatsApp: +20 112 243 8888  ·  ✉️ Email: info@hatoon.shop
🕘 Customer care: Saturday – Thursday, 9:00 AM – 5:00 PM (closed Friday)