Returns, Withdrawal, Cancellation and Refund Policy

Last updated: 12 July 2026

This policy applies to consumers purchasing from Darul-Hayaa. Nothing in this policy limits any mandatory rights available under applicable consumer law.

Statutory 14-Day Right of Withdrawal

If you are a consumer located in the European Union, you generally have the right to withdraw from an online purchase within 14 days without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a third party nominated by you other than the carrier, receives the goods. Where one order is delivered separately, the period begins when the final item or shipment is received.

To exercise your right of withdrawal, you must inform us before the withdrawal period expires through a clear statement, such as an email, letter, or the withdrawal function available on our website (easiest and fastest method):

Hatim Rfissa
Darul-Hayaa
Danziger Straße 42
10435 Berlin
Germany

Email: contact@hayaa.info
Online withdrawal function: ORDERS AND CANCELLATIONS

You may use the model withdrawal form below, but this is not mandatory. Sending your withdrawal notice before the deadline is sufficient.

After notifying us, you must send the goods back without undue delay and no later than 14 days after giving your withdrawal notice.

Return Instructions and Authorization

Please contact us before shipping an item so that we can provide the correct return instructions and identify the parcel.

A statutory withdrawal does not require our discretionary approval. However, you must make it clear that you are withdrawing from the contract and provide enough information to identify your order.

For voluntary returns that are not covered by a statutory right, prior written approval is required. Unauthorized voluntary returns may be refused.

Please do not send goods cash-on-delivery or postage due. Such shipments may be refused.

Returns must be sent to:

Hatim Rfissa
Darul-Hayaa
Danziger Straße 42
10435 Berlin
Germany

Include your order number and name inside the parcel. We strongly recommend using a tracked shipping service and retaining proof of dispatch.

Condition of Returned Goods and Loss of Value

You may inspect goods in the same manner as you reasonably could in a physical shop. For clothing, this normally includes carefully trying the item on indoors.

You are responsible for any loss in value caused by handling beyond what was necessary to establish the nature, characteristics, and functioning of the goods. This may include:

• Wearing or using an item beyond a reasonable inspection

• Stains, odours, cosmetic marks, washing, alterations, or other damage

• Removed hygiene seals

• Missing accessories, parts, tags, or packaging where their absence reduces the item’s value

• Inadequate return packaging that causes damage

Original packaging and attached tags should be returned whenever reasonably possible. Their absence does not automatically cancel a statutory withdrawal, but any resulting, demonstrable reduction in value may be deducted from the refund.

There is no fixed restocking fee. We may deduct the actual, documented loss in value, potentially up to the full price of the affected item where customer-caused damage has left it with no economic value.

Return Shipping Costs

For a change-of-mind withdrawal, you bear the direct cost of returning the goods. We do not provide a prepaid return label unless we expressly agree otherwise.

You are responsible for packaging the goods adequately. The statutory allocation of transport risk remains unaffected.

If the goods were defective, incorrect, or damaged before delivery, we will bear the necessary return-shipping costs when required by law. Please contact us before shipping so that we can arrange or approve the appropriate shipping method.

Refunds Following Withdrawal

Following a valid withdrawal, we will refund the payments received from you, including the cost of our least expensive standard delivery option. Additional charges resulting from your choice of express, premium, or another more expensive delivery method will not be refunded.

Refunds will be issued using the original payment method unless expressly agreed otherwise, at no additional charge.

We may withhold the refund until we have received the returned goods.

Any lawful deduction for loss in value may be claimed or deducted from the amount otherwise refundable.

Your bank or payment provider may require additional time to post the refund after we issue it.

Defective, Incorrect, or Delivery-Damaged Goods

Please inspect your order after delivery and contact us as soon as reasonably possible if an item appears defective, was damaged during delivery, or is not the item ordered. Where possible, provide your order number, a description of the issue, and photographs of the item, packaging, and shipping label.

For a legally defective product, the applicable statutory remedies remain available. This normally means repair or replacement first, subject to the conditions and proportionality rules under applicable law. A price reduction, cancellation, or refund may become available where the legal requirements are met.

These rights are separate from the 14-day change-of-mind withdrawal right.

Items Without a Valid Return Right

If we receive an item that is not covered by a statutory return right and for which no voluntary return was approved, we may refuse the shipment or notify you that the return has been rejected.

After notification, you will have 14 calendar days to request that the item be sent back and to pay the required shipping and packaging costs in advance.

We cannot guarantee storage for longer than 30 calendar days after our first notification. After a final notice and expiry of the stated period, goods with no reasonable resale value may be disposed of only to the extent permitted by applicable law. Reasonable reshipping, storage, or disposal costs may be charged where legally permitted.

This section does not restrict a valid statutory withdrawal, defect claim, or other mandatory consumer right.

Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply, or may expire, only in circumstances permitted by law. These can include:

• Goods made to the customer’s specifications or clearly personalized

• Goods liable to deteriorate or expire rapidly

• Sealed goods that are unsuitable for return for health-protection or hygiene reasons after the seal has been removed

• Sealed audio, video, or software products after unsealing

• Other products or services expressly excluded by applicable law

Opening ordinary transport packaging or trying on ordinary clothing does not by itself create a hygiene exception.

Reduced-price or sale items are not automatically excluded from the statutory right of withdrawal. We do not offer additional voluntary returns for sale items or gift cards, but any mandatory statutory rights remain unaffected.

Exchanges

We do not process direct exchanges. The fastest way to obtain another size, colour, or product is to exercise your return or withdrawal right where available and place a separate order.

Order Cancellations

You may request cancellation before an order is fulfilled. We will try to accommodate the request, but cancellation cannot be guaranteed once processing or shipment has begun.

This cancellation procedure does not limit any statutory withdrawal right.

Model Withdrawal Form

Complete and send this form only if you wish to use it:

To:

Hatim Rfissa
Darul-Hayaa
Danziger Straße 42
10435 Berlin
Germany
contact@hayaa.info

I/We hereby give notice that I/we withdraw from the contract for the purchase of the following goods:

Goods:

Order number:

Ordered on / received on:

Reason:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if submitted on paper:

Date:

Delete as appropriate.