Legal

Returns & Refund Policy

Returns & Exchanges

If you are not completely satisfied with your purchase within 3 days of receiving the products, you may exchange the product for a substitute equivalent to the item's value. The product must be unused, the product tags must not be tampered with, and the product must be in its original packaging. This policy applies only to products that do not fall under the list of non-refundable items on our store. If more than 3 days have passed since you received your products, we unfortunately cannot offer you a refund or exchange.

All items must be received by Hann Living for a customer to be eligible for an exchange. Please ensure the product is sent to us in the same condition as when you received it, and that it is packaged properly. If an item is returned to us in an unsuitable condition, we reserve the right not to accept the return and to send the product back to you.

We will arrange a pickup from your address with a minimum shipping fee of RM10 (subject to change depending on the size of your product). Please ensure you are available when the pickup is arranged. If a pickup fails for reasons not due to our own errors, we reserve the right not to accept the return or exchange.

Returned products are usually received and accepted within a set number of days after the return pickup. Returns handling time will vary depending on the courier we have selected. The lead time for exchanging products may also vary — we will inform you of the lead time.

Please contact our customer service via WhatsApp at +6010 810 7823 and provide your order number, your name and address, and details of the product (with clear images).

Faulty Product

All product descriptions, information and materials on this store are provided "as is", with no guarantees of any kind, whether express, implied or otherwise. Product images as seen on this store may differ slightly from the actual product you receive.

If the item you received is faulty, please contact our customer service at +6010 810 7823 and provide your order number, your name and address, and details of the product (with clear images).

Upon receipt of the products, we will examine them and advise you on the status of the replacement via email as soon as practicable. If we are not able to issue a replacement for your items, we will refund you the item amount. Hann Living may at its discretion refuse to process a replacement or exchange order.

If the product returned is not faulty, we may at our discretion decide not to replace or refund the product, and/or we may require you to pay all reasonable carriage and servicing costs at our current standard fees, charged to the payment details you provided when you made your order. We shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.

Ready-Made Design

We take every care to ensure that the descriptions and specifications of our products are precise. However, specifications and descriptions on this website are not intended to be binding and are intended only to give a general description of the products. While the colour reproduction of the products is a close representation, we cannot accept any responsibility for variations in colour caused by the browser software or computer system used to view the products. Products may vary in size by up to 5cm in width or length from the size shown, and colours can vary slightly from product to product. This is normal, and by placing an order with us you confirm your understanding and acceptance of this.

Custom Material, Colour, Design and Charges

Custom prices are subject to a custom surcharge (for additional artwork and production resources). Artwork illustrating your custom design at scale will be agreed after purchase. Due to the nature of this product, the final colour and dimensions may differ slightly from those specified. All custom items are non-returnable and final, as they are commissioned items made only to your specifications. Colour balance on computer or phone screens and other outside factors (such as the light in a given room of your home) can affect how the hues come across.

As with all raw materials and natural fibres, minor differences are inevitable. These should not be interpreted as defects, but as a reflection of the nature of the product.

Placing an Order

By placing an order with us, you are making an offer to Netizen Sdn Bhd, doing business as Hann Living, to purchase the goods detailed in your order upon the terms described in your order. Once you have placed an order, we will send you a confirmation that your order has been received. Prices and availability of goods are subject to change without notice. A delivery charge will be added to your order value where appropriate — please see our Shipping Policy. All delivery dates and lead times are estimates only and subject to change from time to time.

Late or Missing Refunds

Any refunds processed will be made via the original payment method.

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company — it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us at +6010 810 7823.

Disclaimer

All our products may have a 1–5cm difference in length, width or thickness — kindly be aware of this. Colours may also differ from the images on our website. Images on our website are for illustration purposes only and may differ from the actual product.

Cancellation / Restocking Fees (If Applicable)

Cancellations can only be made within 24 hours of the purchase date. Cancellation or restocking fees of up to 30% of the total merchandise value apply to orders cancelled after 24 hours, and only to orders that have not yet been delivered. This policy applies only to products that do not fall under the list of non-refundable items on our store.

Once an order has been dispatched it may not be cancelled, and the item must instead be handled under the Returns & Exchanges clause above. Hann Living may at its discretion refuse to process a cancellation, but may offer an exchange of products as a substitute remedy.

Please contact our customer service at admin@hannliving.com and provide your order number, your name and address.

Right of Refusal of Service

We reserve the right to refuse service to intolerable, rude or disrespectful customers in order to protect the wellbeing of our team members. Should such circumstances arise, we will issue a refund immediately. We do not, however, discriminate against patrons based on race, colour, religion or national origin.