Refund policy

We want you to love what you ordered. If something isn't right, here's how returns and refunds work.

14-day returns

You have 14 days from delivery to start a return. Your 14 days begin on the day tracking shows the item as delivered. If your order came in more than one package, they begin on the day the item you're returning arrived.

To be eligible, an item must be:

• unused and unworn
• unwashed, with no marks, makeup or perfume on it
• in its original packaging, with any tags still attached (for clothing and bags, the original tags must still be on)

Earrings and other piercing jewelry can be returned if they're unworn and still in their original sealed packaging. For hygiene reasons, we can't take back earrings or other piercing jewelry that have been worn or taken out of their sealed packaging, unless they arrived damaged, faulty or wrong.

If you live in the EU or UK, you also have a legal right to cancel, with a few extra protections. See "If you live in the EU or UK" below.

How to start a return

Email us at sanriogoeshard@gmail.com within your 14 days, with your order number and the item you'd like to return. We'll reply with the return address and instructions. Please wait for our reply before sending anything back, because returns sent without instructions may not reach us. Once we've replied, please send the item within 14 days.

Return shipping

If you're returning an item because you changed your mind, you pay the return shipping. We'll send you the return address first, so you can check the cost before you post anything. For small items, return postage can sometimes cost more than the item itself.

Please use a tracked service and keep your receipt, so you can show us your return is on its way. Without tracking or proof of postage, we can't trace a return that goes missing.

For change-of-mind returns, the original shipping cost isn't refunded, unless you live in the EU or UK and cancel within the 14-day legal period (see below).

Damaged, faulty or wrong items

If your order arrives damaged or faulty, or you get the wrong item, email us with your order number and a photo of the problem. Please tell us as soon as you can, so we can fix it fast. You can choose a free replacement or a full refund for that item (if it's sold out, we'll refund you). If your whole order is affected, we'll refund your shipping too. You won't pay anything to fix it: if we ever ask you to send something back, we'll cover the postage.

If an item develops a fault later that isn't from normal wear and tear, email us too.

Ordered the wrong size or phone model?

Email us right away. If we can still change your order before it ships, we'll switch it for free. If it has already shipped, you can send it back under our 14-day returns (it needs to be unused and in its original packaging, and return shipping is on you), then place a new order for the one you need.

Cancellations

Need to cancel? Email us as soon as possible. Orders start moving quickly, so we can't always stop them in time. If we catch yours before it ships, we'll cancel it and refund you in full through PayPal within 7 days. If it has already shipped, you can return it under our 14-day returns once it arrives.

Refunds

We'll email you once your return arrives and we've checked it. Items that come back worn, washed, damaged by use or without their tags can't be refunded, and we'll send them back to you at your cost. (In the EU and UK, we'll take the drop in the item's value off your refund instead, as explained below.) If it's approved, we'll refund you through PayPal to your original payment method (your PayPal account, or the card you paid with through PayPal) within 10 business days. Your bank or card issuer may take a few extra days to show it. If you live in the EU or UK, your refund timing is in the section below.

Your refund is what you actually paid for the item. If you used a discount code, the discount is shared across everything in your order, so each item's refund is its price after the discount.

Returning only part of an order that got free shipping? You keep the free shipping, even if what you keep adds up to less than $80.

Refunds are made in US dollars, just like your payment. If PayPal or your bank changed it into your own currency, the amount you get back can be slightly different because exchange rates change.

If you live in the EU or UK

The law in the EU and UK (and in Norway, Iceland and Liechtenstein) gives you the right to cancel your order within 14 days, without giving a reason. It works like our 14-day returns, with a few differences:

• Your 14 days start the day you (or someone you choose, other than the delivery driver) receive your order. If it comes in more than one package, they start when the last one arrives.
• To cancel, just tell us clearly, for example by emailing sanriogoeshard@gmail.com. You can use the form below, but you don't have to.
• Send the items back within 14 days of telling us. You pay the return shipping.
• We'll refund what you paid for the items. If you cancel your whole order, we'll also refund the original shipping cost, up to our Standard rate (the extra you paid for Express isn't refunded).
• We'll refund you within 14 days of getting the items back, or of you sending us proof that you've posted them (like a tracking number), whichever comes first. Refunds go back through PayPal to the account or card you paid with.
• You can open and check items the way you would in a shop. You don't need the original packaging or tags to cancel, but if an item has been used more than that, we may take the drop in its value off your refund.
• This right doesn't apply to earrings or other piercing jewelry that came sealed for hygiene reasons and were unsealed after delivery.

Cancellation form (only if you want to use it)

To: Sanrio Goes Hard, sanriogoeshard@gmail.com
I hereby give notice that I cancel my contract for the sale of the following goods: [items]
Ordered on [date] / received on [date]
Name: [your name]
Address: [your address]
Signature (only if you send this on paper):
Date: [date]

For customers in Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Questions

Email sanriogoeshard@gmail.com or message us on Instagram @sanriogoeshard.

 

Nothing in this policy takes away rights you have under the consumer laws where you live.