Return Policy
Last updated September 3, 2026
If the can is unopened, you have 30 days to send it back for a full refund. If it arrived damaged or wrong, tell us and we will fix it at our cost.
- Window
- 30 days from delivery
- Condition
- Unopened, unused, original packaging
- Refund to
- Original payment method
- Return shipping
- You pay, unless we got it wrong
Unopened cans
Send it back within 30 days of delivery and we will refund what you paid for the product. The can needs to be unopened, unused, and in its original packaging. You cover the return shipping, and we recommend tracking — we cannot refund a parcel that never arrives.
Opened cans
We cannot take back a can once it has been used. It is a pressurized container holding a cosmetic that goes on your face, and we have no way to confirm how it was stored or handled. Reselling it would not be safe, so we do not accept it.
This is not us dodging a problem. If the product is faulty, read the next section — that is a different thing and we handle it differently.
Damaged, wrong, or missing
If your order arrives broken, leaking, incomplete, or it is simply not what you ordered, email us within 7 days of delivery with your order number and a photograph. We will send a replacement or refund you in full, whichever you prefer, and we pay the shipping both ways. You will not need to return a damaged can — please dispose of it safely rather than posting it.
How to start a return
Email hello@hoku-clean.com with your order number and what you would like to do. We will reply within two business days with the return address and instructions.
Please do not send anything back before you hear from us. Returns that arrive unannounced are hard to match to an order, which delays your refund.
When you get your money
Once your return reaches us we inspect it and issue the refund within two business days. Your bank then takes its own time — usually 5 to 10 business days — to show it on your statement.
We refund the product price and any tax you paid on it. The original shipping charge is not refunded unless the return is our fault.
Shipping an aerosol back to us. A pressurized can cannot go by air. If you post one, send it by ground service and tell the carrier what is inside. Most carriers will not accept it otherwise, and an undeclared parcel can be destroyed in transit.
If you bought somewhere else
This policy covers orders placed on hoku-clean.com. If you bought HOKU through Amazon, TikTok Shop, or any other marketplace, their return process applies and you should start it there.
Contact
Anything unclear, ask us at hello@hoku-clean.com.