Return & Refund Policy

At Hengwin, we value your satisfaction and want to ensure that you have a positive shopping experience with us. If, for any reason, you are unhappy with your purchase, we offer a straightforward return and refund process to address your concerns. Please review the following policy carefully:

Contact Us:

To initiate a return or exchange, please contact our customer service team via email at info.hengwin@gmail.com within 30 days from the date you received the item. It's important to contact us first to facilitate the return process.

Return & Exchange Conditions:

To be eligible for a return or exchange, please adhere to the following conditions:

  • Items returned without prior authorization will not be accepted.
  • Items must be returned within 30 days from the date of receipt.
  •  All items must be in their original condition, unworn or unused, with all tags attached, and in the original packaging. A valid receipt or proof of purchase is required.
  • When returning or exchanging items, customers must use a shipping method that provides tracking information.

Non-Returnable Items:

The following items are non-returnable:

  • Sale items or gift cards are non-refundable.
  • Items damaged or lost due to customer mishandling are non-refundable.

General Return Process:

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Initiate a Return

Please email us at info.hengwin@gmail.com with clear photos and/or videos of the items, along with your order number. Our customer service team will review your request within 3 business days.

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Ship the Item Back

If your return is approved, we will provide you with the return address and detailed instructions on how and where to send your package. Please note that items returned without authorization will not be accepted. We strongly recommend using a shipping method with tracking and signature confirmation, as we cannot be responsible for lost returns.

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Refund or Exchange

Upon receiving your return, we will inspect the item within 3-5 business days and process either a replacement for exchange or a refund.

Return Charges:

  • If the return is due to our error (e.g., incorrect products, product quality issues), we will provide a full refund, including return shipping costs.
  • If the return is due to the buyer's preference (e.g., not satisfied with the item, ordered the wrong product/size), the buyer is responsible for return shipping fees.
  • We do not charge any restocking fees for returned products.

Refunds:

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be issued to the original payment method within 2-3 working days.
  • If you have not received your refund within this timeframe, please double-check your bank account. If necessary, contact your bank or credit card company, as there may be a processing delay. If you've followed these steps and still have not received your refund, please contact us at info.hengwin@gmail.com.
  • Please note that we do not refund the original shipping cost.

Order Cancellations:

  • Orders can be canceled if you contact us promptly after your purchase, especially if the parcel has not been shipped. If your payment has been processed, and the parcel has not yet been dispatched, we will provide a full refund.
  • Orders cannot be canceled once the parcel has been shipped.

We aim to provide exceptional customer service and resolve any issues promptly. Your satisfaction is our priority, and we appreciate your trust in Hengwin. If you have any questions or require further assistance, please do not hesitate to contact us at info.hengwin@gmail.com.

Need Help? Contact Us

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  • Email: info.hengwin@gmail.com

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