We will gladly accept returns or exchanges on unworn/unmounted/unused merchandise within 7 days of receipt. Straps that have been mounted on a watch are considered to be "used." Exchanges can be made for any other item(s) we have in stock. If your original order was more expensive than your exchange, we will refund the difference (minus any shipping charges). We are unfortunately not able to accommodate exchanges for an item(s) that are more expensive. We would take your item(s) back for a refund, and a new order can be placed.
Returns and exchanges must be mailed back to Hanzostraps at your expense, except in the rare case that we made a mistake with your order. Exchanged items will be mailed back to you at Hanzostrap's expense. In most cases, exchanges will be mailed back to you via registered mail. We will do our best to execute your refund or exchange within 2 to 3 business days after receiving it.
We will undertake to refund customers upon receipt of the items (minus the shipping fee). If the return is a special custom order, please note that a 20% restocking fee will apply. We hope you understand that Special Custom order are specially designed for each and different customer and we even provide pictures of the custom strap before we ship out.
Please email us directly at email@example.com to discuss with us on the return and refund/exchange.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Refunds are only for the actual amount that you paid for the item, inclusive of any discounts you received. Refunds are given inclusive of any tax paid on the original order. A refund of your original shipping charge is not typically included unless certain criteria are met, since we did spend the money to ship you the item.
Late or missing refunds (if applicable)
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. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
To make a return or exchange: please email us and include your order number in the email. If you are making an exchange, please let us know what items you would like to exchange for and the reason for the exchange. If you are making a return, please let us know the reason for the return. A 10% fee will be deducted on returns & exchanges that have not been authorized by us.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and let us know the reason.
Custom Duties and Tax
Standard shipping is free for orders US$25 and above, but please note that orders may be subjected to VAT, import duties and/or taxes, which are levied once your package reaches your country.
Your packages are shipped according to Incoterm Delivered Duty Unpaid (DDU), which means we do not collect VAT, duties and/or taxes on orders and we cannot predict what your particular charges may be. Please contact your local customs office for more information.
An admin fee of US$5 will charged for rejected parcels due to non collection, duties and taxes made payable by recipient.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Please use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item.