Returns & refunds

At Hans & René, we are dedicated to providing the finest quality confectionery products and exceptional customer service. Please read our Returns and Refunds Policy carefully to understand your rights and responsibilities.

1. Eligibility for returns and exchanges

• Due to the perishable nature of our products, we do not accept returns or exchanges on any opened or partially consumed items.

• Returns or exchanges are only accepted if the product:

  • Arrives damaged, defective, or spoiled,

  • Is incorrect or not as described.

2. Order cancellations

• Customers may request to cancel an order within 2 hours of placing it by contacting our Customer Service.

• Once an order has been processed for shipment, cancellations are no longer possible.

• If an order has already shipped, customers may follow the return process outlined below if eligible.

3. Reporting issues

• Please inspect your order immediately upon receipt.

• Notify us within 24 hours of delivery if there is any issue with your product by contacting info@hansandrene.com.

• Provide your order number, photos of the product, and a detailed description of the issue.

4. Resolution and refunds

• Upon verification, we will offer a replacement, refund, or store credit at our discretion.

• Refunds will be issued to the original payment method within 5-7 business days after approval.

• Replacement products will be shipped at no extra cost where available.

5. Non-returnable items

• Opened or partially consumed products,

• Custom or personalized orders,

• Items sold during clearance or promotional sales (unless defective).

6. Shipping costs

• Shipping fees are non-refundable except when the return is due to an error on our part.

• Customers are responsible for return shipping costs unless otherwise instructed.

7. Customer responsibilities

• Ensure orders are checked upon delivery for damage or inaccuracies.

• Report any issues within the stated timeframe.

• Handle products carefully to avoid damage after delivery.

• Follow instructions provided by our Customer Service for returns or exchanges.

8. Contact us

For questions, cancellations, or to report issues, please contact:

• Email: info@hansandrene.com

• Phone: