Exchange, Return & Refund Policy
At HFA, we value your satisfaction. However, all returns, and exchanges are subject to strict compliance with our Terms & Conditions (T&C).
Requests that do not meet these requirements will be considered invalid and might not be processed.
- Return Window: Returns and exchange requests are accepted within 14 calendar days of receiving your order.
- Item Condition: Products must be new, unworn, unwashed, and in original packaging, with all tags intact.
- Proof of Purchase: A valid order confirmation or receipt must be included.
- Inspection: All return items are inspected to ensure eligibility for return and refund.
Returns
There are three convenient return methods:
1. Customer Self-Arranged Exchange (Tracked Mail)
- You may return item(s) using a courier or postal service of your choice, e.g. SingPost Smartpac, Singpost Tracked Letterbox Prepaid Label or NINJAVAN Flexi.
- A tracking number must be provided once shipped.
- Important: if non-tracked mail is used, HFA is not liable for lost parcels or unreceived items. Customers will be solely responsible for their own parcels.
2. HFA Arranged Doorstep Pickup Service
- For added convenience, HFA can arrange a courier pick up from your doorstep.
- A pick up service fee of SGD$6 will apply and must be paid before scheduling. By default, the fee will be deducted from your refund amount.
- The refund will be processed once the item is received and inspected by our team that it complies with HFA's T&Cs.
- Click here request for arranged pick up service.
3. In-Person Return
- Customers may return item(s) directly at our warehouse by booking an appointment here. Please note that exchanges are strictly by appointment only.
- Please present your order receipt or confirmation and the item(s) in original packing. Item(s) must be unworn, unwashed, and in original packaging with all tags intact.
Refunds
- Refunds are issued to the original payment method once the item passed inspection.
- Please allow 3 to 7 business days for the refund to reflect, depending on your bank/payment provider.
- Shipping fees are non-refundable.
- Customers are responsible for the return shipping costs incurred, except in cases where HFA delivered an incorrect order or defective item.
Exchanges
There are three convenient exchange methods:
1. Customer Self-Arranged Exchange (Tracked Mail)
- You may ship item(s) using a courier or postal service of your choice, e.g. SingPost Smartpac, Singpost Tracked Letterbox Prepaid Label or NINJAVAN Flexi.
- A tracking number must be provided once shipped.
- Important: if non-tracked mail is used, HFA is not liable for lost parcels or unreceived items. Customers will be solely responsible for their own parcels.
2. HFA Arranged Doorstep Pickup Service
- For added convenience, HFA can arrange an exchange courier from your doorstep.
- A service fee of SGD$10 will apply and must be paid before scheduling.
- Click here request for arranged exchange service.
3. In-Person Exchange
- Customers may exchange items directly at our warehouse by booking an appointment here. Please note that exchanges are strictly by appointment only.
- Please present your order receipt or confirmation and the item(s) in original packing. Item(s) must be unworn, unwashed, and in original packaging with all tags intact.
More information
FAQs
Q1. How long do I have to do the exchange or return for my item(s)?
You have 14 calendar days from the date of delivery. Requests outside this period will not be accepted.
Q2. What condition must my item(s) be in to qualify for return or exchange?
Item(s) must strictly comply with HFA’s T&C: Unworn, unwashed, unused, with original tags and packaging intact. Items that do not meet these conditions will be rejected for return or exchange.
Q3. Do I need to pay for return shipping?
Yes. Customers are responsible for all return shipping costs, except in cases where HFA delivered an incorrect order or defective item.
Q4. Can I use normal (non-tracked) mail to return my item(s)?
No, only tracked mail is accepted. If you choose non-tracked mail, HFA will not be liable for lost or missing parcels, and your return will not be processed.
Q5. How do I arrange a doorstep pick up for an exchange/return?
A service fee applies and must be paid in advance.
Submit your return or exchange request here.
Q6. Can I request a refund instead of an exchange?
Yes. If your item(s) complies with our T&Cs, you may choose between a refund or an exchange.
Submit your return or exchange request here.
Q7. How long does it take to receive my refund?
Refunds are usually processed within 3 to 7 working days after receiving item(s) and inspected by our team, depending on your bank/payment provider.
Q8. What happens if my return does not meet HFA’s T&Cs?
If your item(s) fails inspection (e.g. worn, damaged, missing tags or original packaging), it will be rejected and returned to you at your own cost.
You may self-arrange for pick up or come down in person to collect your item(s). Refunds or exchanges will not be granted.
Item(s) not collected will be disposed of after 7 calendar days.
Q9. Can I exchange for a different product?
No. If the requested item is out of stock, you may choose another product of equivalent value or opt for a refund.
Exchanges are only applicable for the same product in a different size or colour.
Q10. Can I exchange more than once for the same order?
Exchanges are limited to one time per order.
Q11. What are the non-returnable item(s)?
Sale, clearance, and hygiene-sensitive items (such as undergarments, socks, hats, and similar products) are strictly non-returnable and non-exchangeable.
Q12. Can I walk into the warehouse without an appointment?
No. In-person exchanges are by appointment only to ensure we can assist you properly and efficiently.
Appointments are highly recommended, as there may be a long waiting period or no one available to assist you. Book Here
Q13. What if I receive a defective, incorrect or missing item(s)?
Please contact us or submit your return or exchange request here within 14 calendar days of receiving your order with clear photos to help us better address the issue.
HFA will arrange for an exchange or refund at no extra cost to you.
Q14. Do I get back my original shipping fee if I return my order?
No. Shipping fees paid at check out are non-refundable.
Q15. What if I missed the 14-day return window?
Unfortunately, returns or exchanges cannot be processed once the 14-day period has passed.
Q16. Can I combine multiple returns into one package?
Yes. Provided each item is eligible and within the 14-day return window.
Please include the respective order ID in the parcel.
Q17. Do I need to notify HFA before sending back my item(s)?
Yes. Un-authorized returns will not be processed.
Q18. Who covers the cost if my return parcel is lost in transit?
Customers are responsible for the return parcel until it reaches HFA.
That is why we require tracked mail - HFA will not be liable for lost or untracked returns.
Q19. What if my refund amount is incorrect?
Contact us immediately with your order ID.
Please note that refunds exclude original shipping fees and any service fees associated with the order.
Q20. Do I need to return free gifts received with my purchase?
Yes. Any promotional or complimentary items received must be returned in unused condition.
Otherwise, the refund/exchange will be considered invalid.
Q21. What are instances that my return or exchange might be rejected?
- Item tag is no longer intact or missing original packaging
- Item used, altered, washed, worn or damaged
- Item reek of smell (e.g. perfume, cigarettes, etc), or have signs of wear (e.g. stains, dirt, beauty/cosmetic products, etc)
- Hygiene-sensitive products such as undergarments, socks, hats and etc.
- Sales/Clearance Items
Q22. Can purchase history replace receipt / invoice?
The purchase history does not serve as a receipt purpose when processing a return or exchange. It only serves as our customer product purchase record.
To return or exchange an item, you are required to have the order confirmation email or invoice.