Shipping and Returns
Order Processing & Confirmation
We want you to feel confident from the moment you click "buy." Here's how we handle your order:
Instant Confirmation: Right after you place your order, you'll receive an order confirmation email. This email is your go-to for all the details: your order number, items purchased, and a summary of your selections.
Vendor Fulfillment Check: At Haanta, we work with incredible vendors. As soon as your order comes in, we notify them to confirm their capacity to fulfill it.
Production Timeline & Sizing: Once confirmed, we'll let you know the exact production timeline for your unique pieces. (Remember, these estimates are also conveniently displayed on each product page!) To ensure everything is tailored just for you, we'll also reach out to gather any vital sizing information needed to perfectly complete your order.
Order Production
Once the order processing is complete and the vendor confirms readiness, your order's production phase officially begins.
Each Haanta product undergoes careful, slow production, a true reflection of the time-honored tradition of African craftsmanship. This isn't about speed; it's about a deliberate, meticulous process that imbues every piece with authenticity, soul, a deep cultural backstory, and above all, unmatched quality.
We will keep you informed throughout this journey, providing the exact production timeline for your order directly from us. (Remember, estimated timelines are also conveniently displayed on each product's product page.)
Quality Assurance
At Haanta, we're dedicated to providing you with the highest quality products. We understand that your satisfaction depends on receiving items that are free from defects and exactly as described. That's why we've implemented a rigorous Quality Assurance process.
What This Means for You:
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Quality Checked: Every product from our vendors undergoes a thorough inspection at our Lagos warehouse before it's shipped to you.
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Assured Standards: We check for everything from physical damage and accurate specifications to functionality and packaging.
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Fast Turnaround: This process is completed within 24 hours of the product arriving at our warehouse, so you receive your order as quickly as possible.
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Careful Handling: In the rare event that a product does not meet our quality standards, we promptly return it to the vendor for rework. This process typically takes 2–4 business days, and we will keep you informed should it take longer. While this may cause a slight delay in receiving your order, it ensures you receive only the best, and we believe it's worth the wait.
Only after passing these stringent checks is your product cleared for the final packaging and shipping process, guaranteeing that the piece you receive is truly exceptional.
Shipping & Delivery
Once your Haanta item has passed our rigorous Quality Assurance checks, it is carefully prepared for shipping. Each product is securely and thoughtfully packaged to ensure it arrives in perfect condition.
As soon as your order is dispatched, you’ll receive a shipping confirmation email with tracking details so you can follow your item’s journey.
Please allow 0–7 business days for delivery after dispatch. Your one-of-a-kind, handcrafted piece is on its way, worth the wait, every time.
Refund
At Haanta, we strive to provide a seamless and enjoyable shopping experience. As a startup, we've designed our refund and exchange policy to balance customer satisfaction with the sustainable growth of our platform. Please read the following policy carefully.
Important Pre-Purchase Considerations:
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We encourage you to review all product descriptions and customer reviews before making a purchase to ensure you are satisfied with your selection.
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Please contact our customer support team with any questions before placing your order. We are happy to provide additional information or clarification.
Refunds via Store Credit:
We offer refunds in the form of store credit for eligible items returned within 7 days of delivery, or items cancelled within 8 hours of placing an order. This allows you to explore our wide range of products and find something you truly love. We do not offer refunds to the original method of payment at this time.
Eligible Items:
Items purchased on the Haanta platform are eligible for store credit refunds, provided they meet the conditions outlined below.
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Items have been identified as defective.
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Items must be returned in their original, unused condition and in their original packaging.
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Items must be returned within 7 days of the delivery date.
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You must provide proof of purchase (order number).
Exceptions: The following items are not eligible for returns or store credit:
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Items marked as final sale items, gift cards, undergarments (e.g., lingerie, swimwear), or items marked as “non-exchangeable” on the product listing.
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Personalized or custom-made products, unless the defect or error is directly attributable to the vendor's failure to adhere to the customer's specifications.
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Items without tags or those showing signs of wear (e.g., stains, odors).
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Products that have been used, altered, or damaged by the customer, except in cases of inherent manufacturing defects.
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Products that have been damaged due to improper handling or storage by the customer.
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Products that are subject to ordinary wear and tear.
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Any other item noted as not being supported for return on the product page.
Defective or Damaged Items:
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If you receive a defective or damaged item, please contact our customer support team within 7 days of delivery.
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We will assess the situation and provide you with instructions for returning the item.
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If the item is confirmed to be defective or damaged, we will issue store credit or, at our discretion, a replacement.
How to Initiate a Return:
1. Contact Customer Support: Email our customer support team at hello@haanta.com with your order number and the reason for your return.
2. Receive Instructions: Our team will provide you with instructions on how to return the item.
3. Ship the Item: Carefully package the item and ship it to the address provided by our customer support team.
4. Receive Store Credit: Once we receive and inspect the returned item, we will issue you store credit.
Quality Check for Returns:
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When a return item arrives at our warehouse, we will inspect it to ensure it is return-eligible and meets the applicable return requirements listed above. If the item passes our quality check, we will issue a refund in form of a store credit. If our inspections find that the returned item is not return-eligible or does not meet the return requirements listed above, we will reject the return and refuse to issue a refund.
If the return item is rejected, we will dispose the item if you already consent or send the item back to you at the same address that was specified in the original order if you already paid its return shipping fee, or agreed Haanta should deduct from your store credit if you have one. Currently, the return fee for sending the rejected-return item to you is $20, and we have the right to reserve the right to adjust this fee.
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In certain cases, we reserve the right, at our sole discretion, to offer a refund on the rejected-return item, instead of sending it back to you.
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For products that are returned in accordance with this Return Policy and pass our quality checks, refunds will be processed within 7 days after we receive your return package.
Store Credit Details:
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Store credit is valid for use on any item available on the Haanta platform.
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Store credit has no expiration date.
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Store credit is non-transferable.
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Store credit must be used in full at one purchase (no partial use)
Return Shipping Costs:
You are responsible for the return shipping costs.
Exchanges:
We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item for store credit and then place a new order for the desired item.
Fraud Prevention:
Haanta reserves the right to refuse returns or refunds if we suspect fraudulent activity. We may request additional information to verify your identity and purchase. Any attempt to defraud Haanta will be reported to the appropriate authorities.
Policy Modification:
Haanta is committed to continuous improvement. As our business grows and we gather customer feedback, we will regularly review and revise our policies, including this refund and exchange policy. We intend to expand refund options, potentially including refunds to the original payment method, and other areas based on customer feedback and business growth. Any changes will be posted on this page.
Contact Us:
If you have any questions or concerns about our shipping, refund and exchange policy, please contact our customer support team at hello@haanta.com