Our Return Policy

We hope you love your new Hagen item. If for any reason it doesn’t meet your expectations, we are happy to assist with a refund or exchange in line with the guidance below. 

Returns Period

With proof of purchase, we are happy to offer a refund to your original payment method or an exchange:

  • Purchases made between 1 January and 31 October — can be returned within 30 days of purchase.

  • Purchases made between 1 November and 31 December — can be returned within 60 days of purchase.


Proof of Purchase and Refunds

Proof of purchase may be provided as a receipt (paper or digital), a bank statement, or via your customer profile if the purchase was recorded in our system.

Without proof of purchase, we can arrange an exchange at any Hagen for alternative items of equal or greater value, with any difference payable by the customer.

All refunds are processed to the original method of payment.
Exchanges may be made for any item up to the value of the original purchase. Any additional balance is payable by the customer.
 

Purchases Made In-Bar

Items purchased in-bar may be refunded or exchanged in any Hagen within the country of purchase, in accordance with this policy.

Please note that purchases made in-bar cannot be returned via our online store.


Purchases Made Online

We currently sell online only within the UK.

If you would like to return an item purchased through our online store, please contact us via our contact form. Select “Returns and Exchanges” and include your online order number (found in your order confirmation email).

Once we receive your return request, our team will provide return instructions. Please note that customers are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.

Refunds are processed to the original method of payment once the item has been received. Please allow up to five working days for the funds to appear on your statement.

Online Exchanges

To exchange an item purchased online, you may either:

  • Visit a Hagen bar, where our team will be happy to assist you; or

  • Contact our online store to arrange a return and place a new order either online or in store.

Purchases Made In-Bar Outside the UK

Due to variations in currency and pricing, we are unable to offer refunds for items purchased in a different country from where they are returned.

However, we can assist with an exchange at any Hagen for alternative items of equal or greater value, with any difference payable by the customer.