Refund policy
We want every HALAGO piece to arrive exactly as expected. Please review our return, exchange, and refund guidelines before placing your order.
Returns and Exchanges
Eligible non-customized items may be returned or exchanged within 14 days of delivery or pickup, provided they are:
- Unused and unworn
- Undamaged and unaltered
- In their original condition
- Returned with their original packaging
To request a return or exchange, please contact us at halagollc@gmail.com within the 14-day period and include your order number and reason for the request.
Returns must be approved by HALAGO before being sent back. Items returned without prior authorization may not be accepted.
Once your return is approved, we will provide instructions for sending or delivering your item back to us.
Final Sale and Customized Items
Because many HALAGO pieces are created specifically for each customer, customized and personalized pieces are final sale.
This includes, but is not limited to:
- Charm bracelets, necklaces, chains, or other pieces assembled with charms selected by the customer
- Pieces customized or assembled during a HALAGO in-person experience, pop-up, event, or Charm Party
- Personalized or made-to-order items
- Any product clearly marked Final Sale
Gift cards and sale or clearance items are also final sale and are not eligible for return, exchange, or refund.
Final-sale restrictions do not apply when an item arrives damaged, defective, or incorrect.
Condition of Returned Items
Returned items must be received in new and resellable condition.
HALAGO reserves the right to refuse a return or exchange if an item shows signs of wear, use, damage, alteration, improper handling, or is missing its original packaging or included components.
Exchanges
Approved exchanges are subject to product availability.
If the requested replacement item is unavailable, we will contact you to discuss the available options.
Customers are responsible for applicable return shipping costs for exchanges unless the original item was damaged, defective, or incorrect.
Return Shipping
Original shipping charges are non-refundable.
Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect.
We recommend using a trackable shipping method when returning an item. HALAGO is not responsible for return packages that are lost or damaged in transit before they are received by us.
Damaged, Defective, or Incorrect Items
Please inspect your order when you receive it.
If your item arrives damaged, defective, or incorrect, contact us at halagollc@gmail.com within 3 days of delivery.
Please include:
- Your order number
- A brief description of the issue
- Clear photos of the item
- Clear photos of the packaging, when applicable
We will review the issue and determine the appropriate resolution, which may include a replacement, repair, exchange, or refund depending on the circumstances and product availability.
Please do not discard the item or its packaging until your request has been reviewed.
Refunds
Once an approved return is received, we will inspect the item and notify you of the status of your refund.
If approved after inspection, the refund will be issued to the original payment method.
Original shipping charges are not refundable unless the refund is related to an error by HALAGO or an eligible damaged or defective item.
After a refund is issued by HALAGO, additional processing time may be required by your bank, credit card issuer, or payment provider before the funds appear in your account.
Order Cancellations
If you need to cancel an order, contact us as soon as possible at halagollc@gmail.com.
We cannot guarantee that an order can be canceled once processing or customization has begun.
Customized, personalized, or made-to-order pieces cannot be canceled once assembly or customization has started.
Gifts
If an eligible item was purchased as a gift, the same return and exchange requirements apply.
Refunds can only be issued to the original payment method used to place the order. If appropriate, we may offer an eligible exchange instead, subject to availability.
Contact Us
For questions about returns, exchanges, damaged items, or refunds, please contact:
HALAGO LLC
Email: halagollc@gmail.com
Utah, United States