Refund Policy

We want you to be confident in your purchase of Hakke products. This policy explains how returns, exchanges, and refunds are handled for orders placed through hakkejp.com.

Damaged or incorrect items

If your order arrives damaged, defective, or incorrect, contact us at info@hakkejp.com within 14 days of delivery with your order number and a photo of the issue. We will arrange a replacement or a full refund at no additional cost to you.

Change of mind

Because Hakke products are cosmetic formulations intended for topical application, we are unable to accept returns or offer refunds on opened or used products for change-of-mind reasons, for hygiene and safety purposes. If a product is unopened, unused, and in its original packaging, you may request a return within 14 days of delivery for a refund of the product price, excluding original shipping costs.

How to request a return or refund

Email info@hakkejp.com with your order number and the reason for your request. We will respond with instructions, including a return address if applicable. Refunds are issued to the original payment method through Stripe once a return is received and inspected, or once a damaged/defective claim is approved.

Processing time

Approved refunds are typically processed within 5-10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.

Clinic and wholesale orders

Clinic and business customers placing bulk or recurring orders should contact us directly at info@hakkejp.com to discuss return terms, as these may be governed by separate agreed terms depending on order volume.

International orders

For international shipments to our Gulf and Asian market customers, any customs duties or import taxes paid are non-refundable. Return shipping costs for change-of-mind returns are the responsibility of the customer unless the item was damaged or incorrect.

Contact us

Questions about this policy can be directed to Hakke Ltd., 1-3-1 Kita Aoyama, Minato-ku, Tokyo 107-0061, or info@hakkejp.com.