If you receive an incorrect or defective item

This is really important to know: The hansel and hello hansel labels are discontinued and no new stock will be produced. This is a clearance sale where all goods are priced to clear. All sales are final and we will not be accepting refunds, returns and/or exchanges. 

We will check the items before shipping them and inform you if there are any issues. You can decide if you wish to proceed with the order or cancel. To help ensure that you will be satisfied with your purchase, please read: "Product information".

In the unfortunate event that you do receive incorrect or defective items, please notify us at enquiry@ilovehansel.com with clear photos showing the incorrect items or defects within 30 days from the date that the order was shipped. You will receive notification when your package is shipped so both parties have records of this date. Once we receive this email and have confirmed with you that the items are incorrect or defective, we will advise if there are replacement pieces available.

Then, you can either return the items in person at the showroom or post them back to us. If you are posting them back to us, email to us the official shipping bill (Email: enquiry@ilovehnsel.com) and we will reimburse the shipping cost to you. Please use a reputable posting service where the package is insured, registered and tracked, as Hansel cannot be responsible for items damaged or lost during transition.

Important: We need to be able to resell the items! Please ensure that the items are in the original unused, re-saleable condition complete with its hangtags and labels all intact. If the items are not in this condition, we will not be able to replace the items, refund the items and/or reimburse the shipping fees that you paid for returning the items to us. We can post such items back to you if you like, however you will have to pay for the shipping fees before they are shipped.

Once the items are received in the original unused, re-saleable condition as stated above, and where there are replacement pieces available, we will post the replacement pieces to you. Hansel will bear the shipping fees for sending the replacement pieces to you.

ONLY when no replacement pieces are available, we will refund the prices of the items and the initial shipping fees to you.

Hansel Productions Pte Ltd reserves the right to refuse the acceptance of the return of any merchandise that does not meet the above return/exchange requirements.