1. All sales are final. To be eligible for an exchange, you must first email us within 7 days of receiving the product at customerservice@hiramino.com to alert us of the manufacturing defect.

2. We shall be deemed prima facie to have properly performed all obligations under the Contract, and the Goods delivered shall be deemed to be correct and of satisfactory quality, unless notice of fault and the particulars of such fault are given in writing by email.

3. Manufacturing defects are leaking sachets, empty sachets and excessive powder clumping (more than 30%) . We will not accept request for No Reason Returns of Goods.

4. In the email, please include your order reference number as well as pictures of the defective product. Please use Replacement Request <order number> as title/subject of your email.

5. Once you have sent the email, please wait for our reply to initiate the process, instructions and next steps.

6. All shipping and handling costs are to be borne by the sender of the parcel and will not be refunded/reimbursed. We may at our discretion as form of goodwill provide you with store credit.

7. Return the damaged item to us within 20 days from date of purchase. Upon receipt of the defective item and dependent on the investigations outcome if the replacements is awarded, we will ship out a replacement.

8. Replacement (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your replacement request. If you request is approved, then your exchange will be processed, and we will send you a new product as a replacement.

9. Gift(s) or any enclosed item(s) shall be returned simultaneously. Item/s must be unused and in its original packaging unopened.

10. You should use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

11. Any claim not made as aforesaid shall be deemed to be waived and absolutely barred except where you can show to our satisfaction that it was impossible for you to comply with such time limit and that you have made the claim as soon as it becomes possible to do so.

12. We reserve our sole and absolute right and discretion to decline any request under this Exchange policy. In the event of any dispute here under, our determination shall be final and conclusive.