Refund policy

Return & Refund Policy

Our Commitment

At Hakai Culture, we want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a straightforward 30-day return policy. This page explains exactly how returns, refunds, and exchanges work — including eligibility, timelines, and any applicable fees — so you know what to expect before and after your purchase.

1. Return Window

You have 30 days from the date you receive your item to request a return. Requests made after this 30-day window will not be accepted.

2. Return Eligibility Conditions

To be eligible for a return, your item must meet all of the following conditions:

  • The item must be unused, unworn, and unwashed
  • The item must be in its original packaging with all tags attached
  • You must have your receipt or proof of purchase (order confirmation email is acceptable)

Items that do not meet these conditions will not be approved for a return, and will be shipped back to you at your expense.

3. Non-Returnable Items

The following items are not eligible for return or refund:

  • Perishable goods — food, flowers, plants
  • Custom or personalized products — items made to your specifications or special orders
  • Personal care products — beauty products, skincare, hygiene items
  • Hazardous materials — flammable liquids, gases, or chemicals
  • Gift cards
  • Items purchased on sale or at a discounted price

4. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact us by emailing support@hakaiculture.us within 30 days of receiving your item. Please include:

    • Your order number
    • The item(s) you wish to return
    • The reason for the return
    • Photos of the item (if applicable — e.g., for damage claims)

  2. Wait for approval. Our team will review your request and respond within 2 business days with a decision.

  3. Receive return instructions. If your return is approved, we will send you a return shipping label along with detailed instructions on how and where to send your package.

  4. Ship the item. Pack the item securely in its original packaging and ship it to:

    Hakai Culture Returns Department 1100 106th Ave NE #102 Bellevue, WA 98004 United States

⚠️ Important: Items sent back to us without prior return authorization will not be accepted and will be returned to the sender at their expense.

5. Return Shipping Costs

  • Standard returns (change of mind, sizing, etc.): The customer is responsible for all return shipping costs. We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit.
  • Defective, damaged, or incorrect items: Hakai Culture will cover the return shipping cost. We will provide a prepaid return shipping label at no charge to you.
  • No restocking fee is charged on approved returns.
  • Original shipping costs paid at the time of purchase are non-refundable, except in cases where the return is due to our error (e.g., wrong item shipped, defective product).

6. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If you receive an item that is:

  • Damaged during shipping
  • Defective (manufacturing fault)
  • Incorrect (wrong item, wrong size, wrong color)

Contact us immediately (within 48 hours of delivery) at support@hakaiculture.us with:

  • Your order number
  • A description of the issue
  • Clear photos of the damaged/defective item and packaging

We will resolve the issue by offering one of the following, at your choice:

  • A full refund to your original payment method
  • A replacement item shipped at no additional cost to you

We will cover all return shipping costs for items that arrive damaged, defective, or incorrect.

7. Exchanges

We do not offer direct exchanges at this time. If you need a different size, color, or product:

  1. Initiate a return for the original item following the process in Section 4 above.
  2. Place a new order for the item you prefer on our website at hakaiculture.us.

This ensures the fastest processing time and guarantees the availability of your desired item.

8. Refund Process & Timeline

Once we receive your returned item, here is what to expect:

  1. Inspection: We will inspect the returned item within 3 business days of receiving it.
  2. Notification: You will receive an email confirming whether your refund has been approved or denied.
  3. Refund issued: If approved, your refund will be processed to your original payment method within 7 business days of approval.
  4. Bank processing: Please allow an additional 5–10 business days for your bank or credit card company to post the refund to your account (processing times vary by financial institution).

If more than 15 business days have passed since your refund was approved and you have not received it, please:

  • Check with your bank or credit card company first, as processing times can vary.
  • Then contact us at support@hakaiculture.us and we will investigate immediately.

Refund method: All refunds are issued to the original payment method used at checkout. We do not issue refunds via cash, check, or store credit unless mutually agreed upon.

9. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  1. Check your bank account again — some banks have delayed processing.
  2. Contact your credit card company — it may take time before the refund is officially posted.
  3. Contact your bank — there is often a processing period before a refund appears.
  4. If you've completed all of these steps and still have not received your refund, contact us at support@hakaiculture.us or call +1 425-777-7251

10. Contact Us

If you have any questions about our Return & Refund Policy, or need assistance with a return, we're here to help:

Business Name: Hakai Culture 

Email: support@hakaiculture.us

Phone: +1 425-777-7251

Address: 1100 106th Ave NE #102, Bellevue, WA 98004, United States 

Business Hours:  Monday–Friday 9:00 AM – 5:00 PM

We aim to respond to all inquiries within 1–2 business days.