RETURN AND REFUND POLICY
1. General return conditions
You have 14 days after receiving your order to request a return.
To be accepted, the tights must:
- to be tried on only, but not worn for a full day
- be clean, unwashed, without odor or traces of use
- to have returned to its original state.
Return shipping costs are your responsibility, except in exceptional circumstances reviewed by customer service.
All return requests must be made in advance to the following address: contact@honiimustard.com.
No returns that have not been reported or are made after the deadline will be accepted.
2. Exchanges
Exchanges are possible (change of size or color).
In that case, you return your item at your own expense.
You are also responsible for the cost of reshipping the new item.
3. Refunds
After receiving and verifying the returned item (processing time of 5 working days), Honii Mustard will refund the amount of the item.
The refund amount is reduced by a fixed fee of €8, corresponding to the initial shipping costs incurred by the company.
4. Package returned to sender (not collected, incorrect address)
When the package is returned to the warehouse, you will receive an email to inform you.
You can then choose between:
- a return of the package, with the shipping costs being your responsibility
- a refund of the amount of the item, less the €8 flat fee corresponding to the initial shipping costs.
5. Defective products or order error
If you notice a defect or error, Honii Mustard may request a photo or short video to demonstrate the problem.
Depending on the situation, a suitable solution will be proposed (replacement, exchange or other).
These requests must be handled on a case-by-case basis via customer service: contact@honiimustard.com.
6. Products on sale or promotion
Returns are accepted for promotional or discounted items, under the same conditions as non-discounted items.
7. Items not eligible for return
Returns are not accepted if:
- the tights were worn for several hours,
- the product shows signs of damage that occurred after use (holes, tears, disintegration),
- the product has been washed,
- the item does not comply with the stated care instructions.
8. Return Procedure
Here are the mandatory steps:
1. Contact customer service at contact@honiimustard.com to open a request.
2. State the reason for the return and provide photos/video if necessary.
3. Ship the item to the address provided after validation.
4. The return will be processed within 5 working days of receipt.
9. Package marked “delivered” but not received
If the carrier marks the package as “delivered” but you claim to have received nothing, an investigation is opened.
To launch this investigation, the following documents are required:
- a sworn statement,
- a copy of a valid identity document.
A check is then carried out with the carrier.
If we do not receive a response from you within 14 days of the information request, the case will be closed and the package will be considered delivered.
Any false statement in this context may lead to legal consequences (fines and prosecutions imposed by the carriers).
10. Raising awareness about returns
To limit unnecessary returns, reduce environmental impact and avoid logistical waste, we encourage each customer to carefully consult the size guide and the color guide before finalizing her order.