POLICIES & TERMS AND CONDITIONS

Introduction to Terms and Conditions

Welcome to Hues of Haya Apparel Inc. ("Hues of Haya," "we," "our," or "us"). By accessing and using our website, services, or products, you agree to comply with and be bound by the following Terms and Conditions. These terms govern your use of our site, as well as any purchases made from Hues of Haya. Please read this agreement carefully before using our website or making any transactions. If you do not agree with any part of these terms, you are prohibited from accessing or using our services.

At Hues of Haya, we are committed to delivering exceptional customer service. These Terms and Conditions ensure that both you and Hues of Haya are aligned with our expectations, rights, and responsibilities. We encourage you to review these terms regularly, as they may be updated or modified from time to time.

Thank you for choosing Hues of Haya. We are excited to accompany you on your abaya journey. 

Chargeback and Dispute Resolution Clause:

By accepting these Terms and Conditions, you agree that you will not initiate any chargebacks or disputes regarding payments made to Hues of Haya for any reason. Please refer to Returns, Refunds, and Exchanges Policy to ensure what solutions you have. 

In the event that a chargeback or dispute is filed, you acknowledge that Hues of Haya reserves the right to dispute such chargeback and recover all associated fees, costs, and damages resulting from the chargeback process. You also acknowledge Hues of Haya will have the right to take legal actions, and you will comply.

When ordering, you acknowledge that you have read the terms and conditions as it is up to the customer to ensure they are aware of our terms and conditions and policies. By clicking "Accept" or otherwise agreeing to these Terms and Conditions, you are waiving any right to initiate a chargeback or similar dispute. In the event that a chargeback is initiated, you consent to providing any necessary documentation or evidence to assist Hues of Haya in disputing the chargeback, including but not limited to communication records, receipts, or any proof of delivery or service.

Failure to comply with these provisions may result in legal action to recover losses sustained due to chargebacks.

Returns, Refunds, and Exchanges Policy

Damaged Goods:

Every product is carefully inspected, photographed, and securely packaged prior to shipping. We document our packaging process thoroughly to ensure your order arrives safely.

If you wish to request a refund due to damaged items (due to mishandling of the courier, weather conditions, or any similar reason), you must notify Hues of Haya within 24 hours of receiving the goods. Failure to notify us within 24 hours may result in denial of your claim. 

Refunds will only be accepted in the form of store credit or exchanges, provided you notify us within the 24-hour period. Due to limited stock availability, we cannot guarantee replacements or exchanges beyond this period.

Please note there is a chance the courier will refund $100 CAD + postage fee and this process can take up to three months. 

What is considered a damaged good (Clothing and Apparel):

  • Large stains that do not wash off
  • Tears, rips and cuts in noticeable areas that cannot be mended 
  • Zipper/Hardware damage that cannot be used
  • Mishandled packages by the courier, causing drenched products, contact with damaging chemicals, or any other similar issues. 

What is not considered a damaged good (Clothing and Apparel): 

  • Loose threads 
  • Small defects in inner lining (not noticeable on outside of clothing.)
  • Loose buttons that can be easily stitched 
  • Small stains that can be washed off
  • A few stitches being undone that can be stitched back 

Please be aware that any of these small defects will be VERY rare cases as we inspect our products thoroughly. These reasons are not valid for any refunds. 

Please take a photo and proof of damage immediately after opening, and show proof of timestamp when the picture was taken as further evidence of the damage. 

In-Eligible Returns:

No form of refunds (courier refund or store credit) will be available for: 

  • Products damaged due to customer mishandling.
  • Items without original tags or packaging.
  • Claims made after 24 hours from receiving the order.
  • Custom-made or special-order items.

Upon receiving your order, carefully inspect the package BEFORE opening it. If you notice significant damage to the packaging, photograph it immediately and contact us within 24 hours of receipt.

Use scissors carefully when opening the package. DO NOT use sharp knives or blades, as doing so may damage the product. Any damage caused by improper opening is solely the responsibility of the customer.

Loss of Package:

In the event that your package is lost during transit, stolen, or undelivered for any reason, the courier will refund you $100 CAD plus the postage fee. The remainder of the balance will be issued to you in store credit. Hues of Haya will assist you in the process in this regard. 

Package Delays:

Additionally, for package delays, no refunds will be issued. It is the customer’s responsibility to choose faster shipping options, such as expedited or X-press shipping, if the order needs to arrive by a specific date.

Other Clauses: 

We do not offer refunds if the customer fails to verify their address, denies the package at the door, or is not present for multiple delivery attempts, resulting in the package being disposed of. It is the customer’s responsibility to provide a valid email and phone number to receive tracking information. We also recommend that customers track their packages to stay updated on the delivery status. Hues of Haya is not responsible for checking customers' tracking numbers and updating customers on anything the courier needs. 

Refunds will not be provided for incorrect sizing. We strongly encourage you to consult our size guide before placing an order. If you are unsure about sizing, our customer service team is available to help you select the correct size.

Exchanges: 

Exchanges, for whatever reason, are accepted under the following conditions: the product must be undamaged, unworn (try-on is acceptable), and unwashed and we are notified about your intent of exchange within 24 hours of receiving your order. No exchanges will be issued beyond 24 hours of notice. 

Once we receive the returned product, we will inspect it and process an exchange. You may exchange the item for another product of equal or lesser value. If you bought your order on sale, you are not eligible to exchange it for the same product if the price is not on sale anymore.

The shipping costs associated with exchanges are the customer’s responsibility. If you are concerned about sizing, please check our sizing guide before ordering, as sizes may sell out quickly and we may not be able to accommodate exchanges for a different size. Additionally, please note that our products are designed to be loose and slightly oversized according to each size. Refund is only available through store credit if you are not satisfied with any other option to exchange your order. Store Credit will be provided only when we receive the product back. 

Rejected Orders:

In any case, if your order is rejected by your country of residence, we will investigate the matter thoroughly. If the rejection occurs due to mis-documentation or similar issues on our behalf, we will refund your order once the package arrives safely back to us. 

If the rejection occurs due to the customer failing to pay duties and taxes, or any other reason at the fault of the customer, then no refund or exchange will be issued. 

Cancellation Policy: 

If you would like to cancel your order, please contact Hues of Haya within 12 hours of placing an order and state your reasoning. You will not be issued any cancellations beyond this time frame. You also understand that once the order is shipped out, you are not issued any cancellations or refunds. 

Pre-Order Policies:

If you place a pre-order with us, you acknowledge and agree that the product is being ordered before it is available for immediate shipment. Pre-ordered items will be shipped to you once they have arrived at our warehouse. While we strive to ensure timely delivery for pre-orders (about 30-40 days), please understand that the processing and shipping of pre-ordered items may take up to 90 days + any additional time it may take after shipping to reach your address, from the time of purchase. You agree to wait for the arrival of the product within this time frame. If we have not shipped out your order until 90 days are over, please contact Hues of Haya for possible solutions, where refunds will be considered. If we ship out your order on day 90 or before, you agree to wait the additional days it takes for your order to reach you. 

It is your responsibility to verify whether the product you are purchasing is a pre-order item. Hues of Haya will clearly indicate on the product page whether an item is available for pre-order. By placing a pre-order, you confirm that you are aware of the pre-order status and accept that refunds or exchanges will not be provided if you were unaware that the item was a pre-order. You further agree to receive the product as soon as it becomes available, even if there are delays in shipment.

Shipping Policies:

For customers residing in Canada, we will process and ship your order the next business day after your purchase. Standard shipping within Canada may take between 3-10 business days, depending on your location.

For customers in the United States, please note that delivery times can vary and may take up to 10 business days for standard shipping. Factors such as the destination address, customs clearance procedures, and other variables beyond our control may influence the delivery time. We cannot be held liable for any delays caused by the courier, and no refunds or exchanges will be issued as a result of such delays. If you require expedited shipping, we encourage you to select our express shipping option at checkout for faster delivery.

For customers residing in other international locations, please be aware that shipping times may range from 10-15 business days. In some cases, shipping may take longer than 30 days due to factors beyond our control. We are not responsible for delays caused by the courier, and you will not be eligible for a refund or exchange as a result of such delays. For any concerns related to returns, refunds, or exchanges, please refer to our Returns, Refunds, and Exchange Policy for further guidance.

Customs and Taxes

Please note that international orders may be subject to customs clearance procedures and import duties or taxes imposed by the destination country. These additional charges, if any, are the responsibility of the customer and are not included in the product price or shipping cost. Customs policies vary from country to country, and we recommend checking with the customs authorities in your country for more information. 

We are NOT responsible for ANY charges. 

In order to receive your package you must pay the custom charges. If you refuse, the parcel will be returned to us and you will not be refunded for your order.

Contact

Questions about the Terms of Service should be sent to us at huesofhaya@gmail.com.
Our contact information is posted below:

Hues of Haya Apparel Inc. 
huesofhaya@gmail.com