Return and Exchange Policy

Exchange Policy

Thank you very much for your purchase.
HÁI the label aims to provide customers with a better shopping experience by offering a one-time free exchange service for every order. 
If there is a situation where the size is not suitable, please inform our customer service representative via info@hai-swimwear.com or through our social media platforms. We will promptly arrange assistance to exchange the product for you.


Exchange Conditions:

  • You must process the exchange within the specified timeframe:
    • Online purchase: Exchange requests must be made within 3 days from the date of delivery.
    • Physical store purchase: Due to personal hygiene items, exchanges are not allowed once purchased from the counter.
  • The product must be in its original condition, and all tags and order details must be retained.
  • Exchange of products without prior request will not be accepted.


Taiwan:
Please pack the 'product with attached hang tag', 'shipping slip', and 'exchange card' in the original packaging. We will arrange for a pickup by our delivery vehicle. Please keep your phone accessible, as we will confirm again when the logistics team comes for collection. If you have any questions, please feel free to contact us anytime. Thank you again for your support.

For Hong Hong area: 
Please send pack the item(s) via SF express (順豐）with the original packaging, including the hang tag, shipping invoice, and the exchange card. Please choose the freight collect-on-delivery option when sending the package. 
**We only accept SF express freight collect-on-delivery delivery option for both exchanges and returns. Opting for an alternative courier will result in a non-refundable shipping fee.
If you have any questions, feel free to contact us anytime. Thank you once again for your support.


For other countries: 
Please send pack the item(s) with the original packaging, including the attached hang tag, shipping invoice, and the exchange card. 
Once we receive the shipping receipt, we will reimburse the shipping cost back to your order. 
If you have any questions, feel free to contact us anytime. Thank you once again for your support.

Return Policy

We provide return services and promise to offer returns within 14 days from the date of the customer's receipt of the product (based on the date of delivery).


Return Conditions:

  • You must process the return within the specified timeframe:
    • Online purchase: Within 14 days from the date of delivery.
    • Physical store purchase: Due to personal hygiene items, returns are not allowed once purchased from the counter.
  • The product must be in its original condition, and all tags and order details must be retained.
  • Returns of products without prior request will not be accepted.


Taiwan:
We provide a home pickup service for returning goods. The cost of the return is 80 NT$, which will be deducted from your refund amount.
You can contact us via info@hai-swimwear.com or through our social media platforms.
After you submit a return request to our customer service team, the courier company will come to the address you provided within 24-48 hours to collect the package.
Please write down the number of items to be returned and the order number on the return card and include this card in the original packaging before handing it over to the courier.
You don't need to print a return label as the courier will prepare it for you.
Please note that this option is only applicable to online purchases and for Taiwan only.


For Hong Hong area: 

Please send pack the item(s) via SF express (順豐）with the original packaging, including the hang tag, shipping invoice, and return card. Please choose the freight collect-on-delivery option when sending the package.
**We only accept SF express freight collect-on-delivery delivery option for both exchanges and returns. Opting for an alternative courier will result in a non-refundable shipping fee.

Upon receiving the goods, we will process the reimbursement for the returned items.

For other countries: 

Please send pack the item(s) with the original packaging, including the attached hang tag, shipping invoice, and the return card.
Upon receiving the goods, we will process the reimbursement for the returned items. Please note that the return shipping cost will be borne by the customer. 


If you have any questions, feel free to contact us anytime. Thank you once again for your support.


Note for Returns:

  1. Please ensure the integrity of the returned product, including maintaining its original quality and functionality and having all accessories, labels, and tags intact. For sets, please return the entire set.
  2. When returning, please include the product, tags, accessories, physical gifts, and packaging (including the cardboard box.)
Returns will not be accepted under the following circumstances:
  1. Products that have been washed, worn, or damaged due to personal reasons.
  2. Products with removed labels, such as trademarks or washing labels, or products with cut labels.
  3. Items other than the actual product were included as freebies or gifts.
  4. Products that exceed the designated return timeframe.