Refund policy

Sometimes an item just isn't right, and that's completely fine. Here is exactly how returns and refunds work at Hapexa.

Our return window

You have 60 days from the date of delivery to request a return, plenty of time to make sure everything suits you.

Your statutory right to cancel

Separately from our own policy, you have a legal right as a UK consumer to cancel a distance purchase. Your statutory right to cancel runs from the moment you place your order until 14 days after delivery. After telling us you are cancelling, please send the item back without undue delay and no later than 14 days after the day you told us. If you cancel under this right, we refund you within 7 days of receiving the item back or of you sending us proof of postage, whichever is sooner. Our 60-day window is deliberately longer, and nothing here removes or limits your statutory rights.

You can tell us by email, or by using the model cancellation form below. You do not have to use the form.

(Complete and return this form only if you wish to withdraw from the contract)

To: Novaro (Hapexa)
Dorine Verschureplein 6a
Elsloo 6181 AS
Netherlands
support@hapexa.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [ ]
Ordered on [ ] / received on [ ]
Name of consumer(s): [ ]
Address of consumer(s): [ ]
Signature of consumer(s) (only if this form is notified on paper): [ ]
Date: [ ]

Condition of returned items

To qualify, the item must be unused, in its original condition and with the original packaging. Handling an item to check it, as you would in a shop, does not count as use. Under your statutory right to cancel, these conditions do not apply: you can return an item even if it has been used or the packaging has been opened; we may only reduce the refund if the item has lost value because it was handled more than needed to check it.

No restocking fees

We never charge a restocking fee. Nothing is ever deducted from your refund for restocking.

How to start a return

To start one, email us at support@hapexa.com with your order number and we will guide you through it. We will reply with the return address to use. The address printed on your parcel is not our returns address, so please do not post anything back to it.

Return shipping

If you change your mind, return shipping is yours to cover. Your return goes to our supplier's returns centre in China, which makes it an international parcel that usually costs about £17. We recommend a tracked service.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged or incorrect, email us a photo of the problem with your order number as soon as you notice it. You do not need to send it back. We will post you a replacement free of charge. If the item you ordered is no longer available, we refund you in full instead, within 7 days. This is separate from, and in addition to, your rights under the Consumer Rights Act 2015, including your short-term right to reject a faulty item during the first 30 days after delivery. After the first 30 days you can still ask for a repair or replacement, or in some cases a refund, if a fault was present at delivery; your statutory rights last well beyond this period.

Exchanges

Prefer a different item instead of a refund? Exchanges are available on request. Just mention it when you get in touch. If you have changed your mind, you cover the cost of sending the original item back as an international parcel, as set out under Return shipping above. We then post the new item to you free of charge. If the item arrived faulty, damaged or incorrect, you pay no shipping costs at all, as set out under Faulty, damaged or incorrect items above.

Refunds

Once we have received and checked your return, your refund is processed within 7 days to your original payment method. Your bank or card provider may take a little longer to actually show the funds. If you are cancelling under your statutory right, the timing in Your statutory right to cancel above applies.

We are here to help

Any questions along the way, email us at support@hapexa.com and we'll help sort it out.

Not sure whether something qualifies? Ask us first via the contact page.

Last updated: 28 September 2026