Refund policy

Last updated: October 21, 2026

Our Commitment to You

At Hasanat, we believe that every transaction should be built on honesty, fairness, and mutual respect. Our responsibility to you doesn't end when your order is delivered.

"May Allah's mercy be on him who is lenient in his buying, selling, and in demanding back his money."

Prophet Muhammad ﷺ — Sahih al-Bukhari 2076

Inspired by this teaching, we strive to approach every customer with understanding, transparency, and fairness.

Your satisfaction and confidence matter to us. That's why we offer a 30-day return period, giving you the opportunity to receive, inspect, and become familiar with your purchase.

Whether you've changed your mind, have a question about your order, or something isn't working as expected, we're here to help.

Below, you'll find everything you need to know about returns, refunds, cancellations, and your rights as a customer.

1. Our 30-Day Return Policy

We offer a 30-day return period for eligible physical products, starting from the day you receive your order.

If you are not satisfied with your purchase, you may notify us of your decision to return it within 30 calendar days after delivery, without providing a reason.

Where multiple items from the same order are delivered separately, the return period begins when the final item is received.

We understand that you may need to unpack and examine your purchase to understand its features and functionality. Reasonable inspection is permitted.

We kindly ask that you:

Handle the product with reasonable care while it is in your possession.
Include all original accessories, components, and supplied items when returning the product.
Use the original packaging whenever reasonably possible, or another suitable package that protects the item during transport.
Notify us of your return decision within the applicable 30-day period.

You may be responsible for any reduction in the product's value resulting from handling beyond what is necessary to establish its nature, characteristics, and functionality.

Missing original packaging alone does not automatically remove your statutory rights.

Our 30-day promise voluntarily extends the standard 14-day statutory withdrawal period applicable to qualifying EU online purchases. It does not limit any mandatory consumer rights.

2. How to Start a Return

We want the return process to be straightforward and transparent.

To request a return, simply follow these steps:

Get in touch: Visit our Contact Us page and let us know that you would like to return your order.
Provide your order details: Please include your order number and the product you wish to return, if available. This helps us locate your order quickly.
Receive return instructions: Our team will provide the appropriate return address and shipping instructions without undue delay.
Prepare and send your return: Package the product securely, including its accessories and components, and send it to the address provided.
Receive your refund: We will process the reimbursement in accordance with the refund terms explained below.

Please do not send products to an address before receiving the correct return instructions, as our return address may differ from our registered business address.

Depending on the relevant fulfilment location, the return address may be outside the European Union, including in Hong Kong.

Your decision to withdraw from an eligible purchase does not require our prior approval. A clear withdrawal statement submitted within the applicable deadline is sufficient.

3. Return Shipping Costs

For change-of-mind returns, customers are responsible for the direct cost of return shipping, unless we expressly agree otherwise or applicable law requires otherwise.

We recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.

If the product is defective, damaged, incorrect, or not as described, different rules may apply. Where legally required, we will cover the necessary return shipping costs.

If you're unsure about how to return your item, please reach out through our Contact Us page .

4. Damaged, Defective, or Incorrect Products

Every order matters to us, and we want your Hasanat product to arrive in the condition you expect.

If your order arrives damaged, contains the wrong product, or does not function as expected, please contact our support team as soon as reasonably possible.

To help us understand and resolve the issue, please provide the following where possible:

Your order number.
A brief description of the problem.
Photos or a short video showing the issue, if relevant and available.

We will carefully review your request and help identify an appropriate solution.

Depending on the circumstances and your applicable consumer rights, this may include:

Assistance with troubleshooting.
Repair of the product.
Replacement of the affected product.
A partial or full refund, where appropriate.

You do not lose your statutory rights simply because the 30-day return period has ended. Legal protections for faulty or nonconforming goods may continue beyond that period.

5. Refunds

If you exercise your eligible 30-day right of withdrawal, we will reimburse the payments covered by that right, including the original cost of our least expensive standard delivery option.

Additional delivery costs resulting from your choice of an upgraded delivery service, such as premium or express shipping, are not refundable beyond the cost of standard delivery.

Refunds will be issued using the same payment method you used for the original transaction, unless you expressly agree otherwise.

We will process the reimbursement without undue delay and no later than 14 days after receiving your withdrawal notification.

Where permitted by law, we may withhold reimbursement until we have received the returned goods or you have provided evidence that you sent them back, whichever occurs first.

Any permitted deduction for diminished product value will be assessed in accordance with applicable law.

You will not be charged an additional reimbursement fee by us.

Please note that your bank or payment provider may require additional time for the refunded amount to appear in your account.

If you have questions about an outstanding refund, please visit our Contact Us page .

6. Exchanges

If you would prefer to exchange your item rather than receive a refund, we're happy to review the available options.

Voluntary exchanges depend on product availability and the circumstances of your request.

Please get in touch with us before sending an item back for exchange.

This does not affect any statutory right you may have to a replacement for faulty or nonconforming goods.

7. Exceptions and Non-Returnable Items

Certain products may be excluded from change-of-mind returns where an applicable legal exemption exists.

Depending on the product and applicable law, these exceptions may include:

Products made to your individual specifications or clearly personalized for you.
Sealed products that are not suitable for return for health protection or hygiene reasons after the seal has been removed.
Other products specifically exempted under applicable consumer protection laws.

Any relevant exceptions will be communicated where applicable.

These exceptions do not remove your legal rights if a product is defective, incorrectly described, or otherwise does not meet applicable legal requirements.

8. European Union Right of Withdrawal

If you are a consumer in the European Union purchasing eligible goods online, you generally have a statutory right to withdraw from the purchase within 14 days after receiving your order, without giving a reason.

At Hasanat, we voluntarily extend this withdrawal period to a total of 30 days.

This extension gives you additional time to make your decision, while preserving your mandatory statutory consumer rights.

Exercising Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision through a clear statement before the applicable deadline expires.

You can reach us through our Contact Us page .

You do not need to provide a reason, complete troubleshooting, or obtain our approval to exercise your right.

Returning Your Goods

After notifying us of your decision to withdraw, you must send the goods back without undue delay and no later than 14 days after the day on which you informed us of your withdrawal.

The return deadline is met if you send the goods before the end of that 14-day period.

We will provide the applicable return address and instructions without undue delay.

Refunds Following Withdrawal

We will reimburse payments covered by your eligible withdrawal, including the original standard delivery cost, without undue delay and within the applicable legal refund period.

We may withhold reimbursement until the returned goods have been received or you provide evidence of their return shipment, whichever occurs first.

If the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning, you may be responsible for any resulting loss in value.

Applicable legal exemptions remain unaffected.

For our full withdrawal instructions and model withdrawal form, please see our Right of Withdrawal information .

9. Cancelling an Order Before Shipment

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.

If we can stop the order before dispatch, we will arrange the cancellation accordingly.

If the order has already been dispatched, your applicable withdrawal and return rights remain unaffected.

10. Your Statutory Consumer Rights

We are committed to treating our customers fairly and respecting applicable consumer protection laws.

Nothing in this policy excludes, restricts, or replaces any mandatory statutory rights you may have.

These rights may include remedies for goods that are defective, not as described, incorrectly supplied, or otherwise nonconforming.

Our 30-day return policy is an additional commitment to our customers and does not shorten any longer period of protection provided by law.

11. Questions? We're Here to Help

We understand that returns and refunds can sometimes feel complicated. Our goal is to make the experience as clear, respectful, and straightforward as possible.

Whether you have a question about your order, need help with your radio, or would like to request a return, our team is here to assist you.

Need assistance?

Visit our Contact Us page and we'll be happy to help.

Thank you for choosing Hasanat and placing your trust in us.