Refund policy

At Yuum Haax®, we handcraft every artisan hammock and accessory with the utmost care and quality standards. Since most of our pieces are made to order, we have designed this refund and exchange policy to ensure a clear, fair, and transparent process:

1. Period to Report Issues

Customers have a maximum period of 30 calendar days from the delivery date to report any issues with their order (manufacturing defects, shipping errors, or damaged items) through our official contact channels or customer service center.

2. Manufacturing Defects or Shipping Errors

If you receive a product with a manufacturing defect or if the Yuum Haax team sent an incorrect model/color:

  • We will provide a free return shipping label (valid for use within 3 business days).

  • Once the piece is received and inspected at our workshop in Mérida, we will provide a free replacement of the same model or make the corresponding correction.

3. Personal Exchanges (Size, Color, or Model)

We understand that sometimes you may want to exchange your piece for one that better matches your space:

  • Customers may request a product exchange, but round-trip shipping costs will be the customer's responsibility.

  • We can provide a return label if needed, the cost of which will be quoted and deducted or covered as appropriate.

  • Important Note: Products purchased during clearance sales, seasonal discounts, or customized with special measurements are not eligible for exchanges or returns.

4. Refunds and Store Credit

  • We do not offer cash refunds or returns to the original payment method, as each piece involves an artisanal process and dedicated workshop time.

  • Instead, we issue electronic store credit (valid as a non-expiring store balance) for you to choose another piece whenever you wish.

  • If you request an exchange for another product of equal or greater value, the promotions active at the time of your original purchase will be honored.

5. Production Delays

Due to the artisanal nature of our hammocks, in the event of an unforeseen and significant delay in crafting your made-to-order model, we will contact you immediately, and you will have the option to:

  • Wait for your order with a special appreciation benefit.

  • Or request an immediate exchange for another model currently in stock and ready for immediate shipping.

We are here to provide you with the best guidance and ensure your relaxation experience with Yuum Haax is perfect. If you have any questions or a special situation, please don't hesitate to contact us.

Sincerely,

The Yuum Haax Team

Mérida, Yucatán, Mexico.