Overview
At Hoiwinans, your satisfaction is our priority. This Return and Refund Policy explains the conditions under which products may be returned, exchanged, or refunded. By placing an order on our website, you agree to follow this policy.
We clearly state that returns and refunds are only accepted under the conditions described below. If a return request does not meet the eligibility requirements outlined in this policy, it will not be approved.
Return Eligibility
Timeframe
You may request a return within 30 calendar days from the delivery date. The timeframe is calculated in natural (calendar) days, not business days.
For example, if your order was delivered on September 1, you must initiate the return request no later than September 30. Requests submitted after 30 calendar days from delivery will not be accepted.
Applicable Situations
Returns or refunds may be requested under the following circumstances:
The product is defective or damaged upon arrival.
The product received is incorrect (wrong item, model, or specification).
The product does not match the description on our website.
The customer changes their mind, provided the item meets the condition requirements below.
If none of the above conditions apply, Hoiwinans reserves the right to decline the return or refund request.
Product Condition
Products must meet the following conditions to qualify for return:
The item must be in its original, unused, and unopened condition.
All original packaging, including boxes, protective materials, and labels, must be intact.
Accessories, manuals, warranty cards, and any complimentary items must be included.
For items that have been opened, they must remain in resalable condition. Minimal inspection (such as basic testing) is acceptable. However, visible damage, wear, installation, modification, or missing components will make the product ineligible for return.
Non-Returnable Items
The following items are not eligible for return or refund:
Products damaged due to misuse, neglect, improper handling, or unauthorized modification.
Products returned without prior authorization or without a valid RMA number.
Products returned beyond the 30-calendar-day return window.
Return Process
Customers must follow the steps below to request a return or refund. Returns sent without following this process may be refused.
Step 1: Initiate a Request
Online Request: Log in to your account on hoiwinans.store, go to “My Orders,” select the relevant order, and click “Request Return.” Provide the reason for your return.
Email Request: Contact us at service@hoiwinans.store with your order number, product name, and detailed reason for return.
Providing complete and accurate information will help us process your request more efficiently.
Step 2: Return Authorization
Once your request is submitted, our team will review it within 2 business days.
If approved, you will receive a Return Merchandise Authorization (RMA) number and the correct return shipping address via email.
Do not ship products back to the original sender address or the address listed on the parcel. The return address may differ from the original shipping address. The correct return address will only be provided after your request has been approved.
Returns sent to an unauthorized address or without a valid RMA number will be refused and may not be eligible for a refund.
Clearly mark the RMA number on the outside of your return package.
Step 3: Shipping the Return
Customer-Paid Shipping:
Unless the return is due to a defective product or an error on our part, customers are responsible for all return shipping costs. Customers may choose their preferred carrier but must use a reliable service with tracking.
Please retain the shipping receipt and tracking number. Hoiwinans is not responsible for packages lost or damaged in transit when shipped without our provided pre-paid label.
Pre-Paid Label:
If the return is caused by a verified product defect, shipping damage, or an error on our part (such as sending the wrong item), we will provide a pre-paid return shipping label and cover the return shipping cost.
Handling Fee
A handling/restocking fee of 5% of the product price applies to non-defective returns (such as change-of-mind returns). This fee will be deducted from the refund amount.
No handling fee will be charged for returns caused by product defects or our operational errors.
Refund Policy
Refund Method
Refunds are issued to the original payment method used at checkout. We do not issue refunds to alternative accounts or payment methods.
Inspection and Processing Time
Refunds will be processed within 7 business days after we receive and inspect the returned item. Inspection ensures that the returned product meets the eligibility requirements described in this policy.
Depending on your payment provider or bank, it may take additional time for the refunded amount to appear in your account.
Refund Amount
Unless the return is due to a product defect or our error, customers are responsible for the return shipping costs and the 5% handling fee. These amounts will be deducted directly from the refund.
Refunds will only be issued after the returned item passes inspection. If the product does not meet return conditions, the refund may be reduced or denied.
Exchanges
If you wish to exchange a product for another model, color, or size (subject to availability), please follow the standard return process. After the return is approved and processed, you may place a new order for the desired item.
If the exchange is due to a product defect or an error on our part, we may arrange a direct replacement at no additional cost. Please contact service@hoiwinans.store to confirm available options.
Do not send items back to the original shipping address. A return authorization and the correct return address will be provided via email once your request is approved.
Damaged or Defective Products
If your item arrives damaged or defective, notify us immediately at service@hoiwinans.store within 7 calendar days of delivery.
Provide clear photos and a detailed description of the issue to assist with verification.
Upon confirmation, we will arrange either:
A full refund, including return shipping costs, or
A replacement at no additional charge.
Important Notes
Returns without prior authorization, without an RMA number, or sent to the wrong address will be refused.
Customers must securely package returned products to prevent shipping damage.
We are not responsible for returns lost or damaged in transit if shipped without our provided pre-paid label.
Refunds will not be issued for items that do not meet the return eligibility requirements.
Policy Updates
Hoiwinans may update this Return and Refund Policy at any time. The updated version will be posted on our website.
Contact Us
For questions or assistance with returns or refunds, please contact us using at least one of the following methods:
Email: service@hoiwinans.store
Phone: +1 (213) 754-7684
We are committed to ensuring your shopping experience with Hoiwinans is smooth, reliable, and worry-free.