Refund policy

We have a 24 hour return policy, which means you have 24 hours after receiving your item to request a return.

If you have ordered the wrong product, realised you no longer have a need anymore or just decided to take a different direction in regards to your display needs here is a few things to consider: 

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

If you purchase direct from our warehouse location, it is your obligation to inspect the product before leaving the premises. You will no longer be eligible for a return or refund as soon as you leave the premises. 

Change of mind returns are NOT ACCEPTED.

Customers are responsible for all damages that occur during the return shipment. Please keep in mind it is in your best interest to ensure your packages for protection. Returned merchandise that is damaged upon receipt will not be credited. Customers are responsible for the initial shipping cost and all return shipping costs. No credit will be issued on shipping costs. 

To start a return, you need to contact us at Tdc@hayatandfay.com with an image of the faulty item. If your return is accepted, we will email you instructions on how to proceed.

You can always contact us for any return question at Tdc@hayatandfay.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.

 

International Damaged Deliveries: 

We take great care to ensure all orders are individually inspected, quality checked and packed securely with foam. Unfortunately in some circumstances handling of your items via the shipping company can cause damage to the goods. If in any case the customer receives damaged items, please email tdc@hayatandfay.com with the following details: 

Order Number 

Photo of the damages labelling each item 

Photo of the outside of the box 

We will need to put in a claims form with the shipping company - once the claim is approved  by the shipping company TDC will offer a refund on the selected items that are damaged. Please note we DO NOT offer a replacement. Please be aware that the shipping costs are NOT covered, and no refund on the shipping will be applied. We cannot issue a refund BEFORE the claim is approved. We can understand this may be frustrating, however there is a process we need to take in order to meet the requirements of the claim. 

Exceptions 
Unfortunately, we cannot accept returns on sale items.

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.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.