Refund & Cancellation Policy

Last updated: June 11, 2026

Every Hisalu product is made to order — production begins after you place your order. That shapes what we can and cannot offer. Here’s how it works.

Cancelling an order

You can cancel an order before production begins — typically within a few hours of placing it. Write to hello@hisalu.co with your order number as soon as possible. If production has not started, we cancel the order and refund you in full.

Once production begins, the order cannot be cancelled. Your product is being made specifically for you at that point.

Damaged, defective, or misprinted products

If your order arrives damaged, defective, or misprinted, we will replace it free of charge. Where a replacement is not possible, we will refund you in full.

To raise a claim:

  1. Contact us within 7 days of delivery — 10 days for fragile items like framed prints and mugs.
  2. Send us an unboxing video and photographs of the product and its original packaging, with the shipping label visible.
  3. We verify the claim and ship a replacement at no cost to you.

Please record a video while opening your package. Our production partners require it to process claims, and we cannot approve a claim without it. We know this is an unusual ask — unfortunately, it is the one condition we cannot waive.

Claims raised after the window closes cannot be processed.

Size exchanges (apparel)

If your apparel does not fit, we offer one free size exchange per order. Contact us within 7 days of delivery with your order number and the size you need. You do not need to return the original.

Please check the size chart on each product page before ordering — measurements are listed for every size.

What we cannot accept

Because every product is made to order, we cannot offer refunds or returns for:

  • Change of mind
  • Colour preferences, including minor variation between your screen and the printed product
  • Orders that could not be delivered due to an incorrect or incomplete address
  • Products that have been used or washed

Refund timelines

Approved refunds are processed to your original payment method within 5–7 business days. Your bank may take a few additional days to reflect the amount.

Undelivered orders

If your order is returned to us because the address was incomplete, the delivery was refused, or you were unreachable, write to us. We can reship it; reshipment charges apply. If the address you gave was incorrect, we cannot refund the order.

If your order is lost in transit — confirmed by tracking — we reprint and reship it at no cost, or refund you in full. Your choice.