Introduction

At Hallnara.com , we want every customer to be happy with their purchase. If something is not right, we are here to help. This policy explains how refunds, returns, and exchanges work in a simple, customer-friendly way.

1. Our Promise

We take great care to ensure all products are handled, stored, and delivered with the highest quality standards. If an issue occurs, we will do our best to resolve it quickly and fairly.

2. Eligibility for Returns or Exchanges

We accept returns or exchanges in the following cases:

2.1. Damaged or Defective Items

If your item arrives damaged, leaking, broken, or otherwise defective.

2.2. Incorrect Items

If you receive something different from what you ordered.

If either of the above happens, we will replace the item or issue a refund.

3. Items Not Eligible for Return

Due to hygiene and safety regulations in the UAE, we cannot accept returns on the following unless they are damaged or defective:

• Matcha or tea products
• Food and beverage items
• Consumables
• Items that have been opened, used, or unsealed

We kindly ask customers to double-check their orders before completing checkout.

4. Reporting an Issue

If you need to report a problem, please contact us within 48 hours of delivery.

Please include the following:

• Order number
• Photos or videos showing the issue
• A brief description of the problem

This helps us review the case quickly and offer a solution.

5. Refund Options

Once the issue is confirmed, you may choose between:

• A replacement item (subject to availability)
• A full refund to the original payment method

Refunds usually take 7–14 working days to appear, depending on your bank or payment provider.

6. Return Conditions (If the item must be collected)

If a product needs to be collected for inspection, the item must:

• Be unused and unopened
• Be in its original packaging
• Include any accessories or freebies received

If the product is confirmed defective or incorrect, we will cover all return shipping costs.

7. Order Cancellations

You may cancel your order if it has not yet been processed or shipped. Once the order is handed to our delivery partner, cancellation is no longer possible.

8. Delivery Issues

If delivery is delayed or unsuccessful due to:

• incorrect address
• unavailability of the recipient
• failure to answer delivery calls

any re-delivery fees charged by the courier may apply.

9. How to Contact Us

If you need help with a refund, replacement, or exchange, please reach out to us:

Thai-Hub International General Trading LLC

Email: marketing@hallnara.com

Phone: +971-56-173-2463

Address: Office 26, Plot 34, Jarn Yafour, Al Mafraq Industrial, Abu Dhabi, United Arab Emirates

Website: www.Hallnara.com

Our team is always happy to assist.