Refund policy

Returns, Refunds, Exchanges, and Cancellations

1) For non-digital items:
-For in-stock items: We have a no refunds, no returns, and no cancellations policy after the order has been shipped under normal circumstances. Thus, kindly ensure that you are 100% happy with your order before checking out as we may not see your request or be able to get back to you immediately and this could affect our ability to resolve the issue as items could run out of stock. 

If you would like to take any of these actions with your order within the packaging period, however, please reach out with the order number and your request to hibahudastore@gmail.com or our social media.

-For preorder items (including club pins); under normal circumstances and after you have paid for the preorder, refunds, returns, exchanges, and cancellations are only allowed during a time-window typically offered via email before ship-out. If you would like to take any of these actions with your preorder during this time, please contact us on hibahudastore@gmail.com .Additionally, kindly ensure the email you enter upon check-out is correct and working and reach out if we have announced that those emails have been sent out on our Instagram stories (@HibaHudaTeam) but you did not receive any. If we notice our email is not going through to you and you did not reach out, we reserve the right to cancel your order after some time. Thank you for understanding. 

2) For digital items:
We have a no refunds, no returns, and no cancellations policy for digital items under normal circumstances. Once you've made the purchase, it will automatically be emailed to you, so we can't really take it back to cancel your order!

3) Subscription-specific cases:

-For Cancelation: Please note that your order confirmation emails have links to your "Manage Subscription" portal that you can use to cancel your subscriptions. If the links are expired, you can request a fresh one from this page. Using this portal to cancel might cancel ALL the subscriptions you see in the "Manage Subscription" portal. Thus, if you have multiple subscriptions and you only want to cancel one of them, please email us on hibahudastore@gmail.com to do the cancelation for you to avoid losing your spots!

If you've already been charged for a certain month's subscription, then canceling your subscription does not refund that charge or take away that month's rewards. However, it does mean that you will no longer be charged on the following months. Thus, please note that at ~9 PM GST on the last day of each month, we lock the website to set up the rewards for the next month and we leave it closed until ~9 PM on the 2nd! Subscriptions will automatically attempt to auto-renew on the 1st of each month, GST, while the shop is in this locked state, so you need to cancel your subscription before the shop is locked for the month to avoid the auto-renewal! 

We will always aim to post the upcoming month's rewards on Instagram (@hibahudateam) before we lock the website so you can decide if you want to cancel, stay, or change your tier before you're locked out! In the case that we did not do that for some reason, we will offer alternatives such as emailing us for changes/cancelations even if the shop is locked. 

-For Tier Changes: You can upgrade or downgrade your tier as long as seats are available in the new tier you want! To do that, you first need to cancel your current subscription (please see above) then purchase a new one with the tiers you want. Please note that just like any new subscription purchase, you will be immediately charged and will receive the rewards of the month you purchase in. Thus, please make sure you make the new purchase on the correct month, GST! For example, if you were subscribed and charged for the Rose tier in January and you wanted to downgrade to a Seedling tier for February designs: You will want to cancel you Rose subscription before the end-of-January-lock-down and then sign up to the Seedling tier after the shop reopens in February so you get February rewards in your new tier!

Bonus: Adding Items to your Existing Order

If you would like to add items to your existing order or merge two of your orders, for example, you can contact us with the details and we will assess if it is possible on a request by request basis depending on item availability and other factors.

Damages and Product Issues

Please inspect your order upon reception immediately and if an item is defective or damaged due to a mistake on our side, or if you received the wrong item or believe the item doesn't match its description or other such issues, you can reach out to us on hibahudastore@gmail.com with your order number and images of the problem -if applicable- and we will try to evaluate and sort your concern.

Please note that this is not applicable to the errors expected in Grade B or C items since they are expected to include those defects as made clear in our grading policies and systems. 

Returned Packages

On occasion, a package might be returned to us if it was not picked up from your side, you refused to pay the associated taxes/fees/etc, or for other reasons. In this case, we will attempt to contact you to resolve the issue. 

We can resend a returned shipment if you:

• Cover the reshipping fee.
• Pay any other due fees such as the cost of return, if applicable.

Alternatively, if you wish to not have it reshipped, we would:

• Refund your order minus the first shipping fee and any other due fees such as the cost of return, if applicable.

To try and avoid this, please keep an eye out on your email for the tracking number available with all shipping options and reach out if you do not receive one after the expected processing time as per the Shipping Policy and individual items' descriptions. This tracking number can help you see when your package has arrived at the destination country and, thus, if it is not delivered within a few days, you can contact the mailing service (notes in our Shipping Policy) from your side to lower the chances of a return.

Note

Kindly note that we reserve the right to resolve requests on a case by case basis differently from this policy as we see fit sometimes. 

Other Inquiries 

Please get in touch at hibahudastore@gmail.com if you have questions or concerns about your specific item/s that were not answered here.