Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

CLICK HERE to start a return or you can contact us at cs@hansacreationstore.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at cs@hansacreationstore.com. 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Special Order Items
Orders for Special Order items are non-cancelable, and Special Order items are not returnable.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cs@hansacreationstore.com.

 

Shipping Charges on Returns
Shipping charges incurred for the return of items are the responsibility of the customer unless the item(s) are being returned because they are defective. The customer is responsible for any additional shipping charges that result from a refund or exchange. If your order qualified for free shipping, the actual shipping charges will be deducted from your refund or store credit.

 

Restocking Fee
For Gift-Size animals, a 25% Restocking Fee against regular, non-discounted retail price may be imposed at the sole discretion of Hansa Creation Store. For Life-Size and Ride-on animals, a 50% Restocking Fee against regular, non-discounted retail price may be imposed at the sole discretion of Hansa Creation Store.