Return & Refund Policy

This Return & Refund Policy applies to all purchases made through HANQUEELECTRIC’s official website (hanqueelectric.store). We are committed to providing transparent and fair after-sales services to ensure customer satisfaction. By placing an order on our Site, you acknowledge and agree to the terms outlined below.

1. Return & Refund Eligibility

Returns and refunds are only applicable to products that meet the following conditions. The following items are not eligible for return or refund: customized products, promotional clearance items (marked "Final Sale"), products not purchased through our official website, free gifts, and products that have been used beyond reasonable inspection (e.g., heater grilles with dust from long-term use, damaged power cords due to improper storage). For eligible products, the following conditions must be satisfied:
  • The product is unused, unopened, and in its original packaging (including all accessories, manuals, and tags);
  • The product is free from damage, scratches, or signs of wear caused by human factors;
  • The product’s function, performance, and appearance are consistent with the description on the Site (excluding minor packaging wear caused by shipping that does not affect the product itself);
  • The return request is submitted within the specified time limit (see Section 2).
Note 1: Returns for reasons such as "change of mind" or "incorrect purchase" are acceptable if the above conditions are met. Note 2: If you receive a product with obvious damage (e.g., broken outer shell, non-functional power) or incorrect items, please contact us within 48 hours of signing for the package to apply for priority processing.

2. Return Time Limit & Fee Clarification

  • Return Time Limit: We offer free returns and exchanges within 30 calendar days from the date you sign for the package. Requests submitted after this period will not be accepted.
  • Return Handling Fee: We do not charge any return handling fees. All eligible returns are processed free of charge.
  • Shipping Cost Responsibility: - If the return is due to a product defect, damage during shipping, or an error on our part (e.g., wrong product, missing accessories), we will provide a pre-paid shipping label via email after approving your return request. You can use this label to ship the package at no cost, and no additional shipping reimbursement is required. - If the return is due to personal reasons (e.g., change of mind, incorrect purchase), the return shipping cost, insurance fee, and any customs fees will be the responsibility of the customer. We do not accept collect-on-delivery (COD) packages.
  • Extension of Return Period: For orders placed during major holidays (e.g., Thanksgiving, Christmas), the return period will be extended to 45 days from the date of delivery, and the above fee rules still apply.

3. Return & Refund Application Process

To apply for a return or refund, please follow these steps in sequence to ensure efficient processing:
  1. Submit Return Request: Contact our customer service within the specified time limit, providing your order number, product name/model, detailed reason for return (e.g., "change of mind," "defective power button"), and clear photos/videos (required for defective or damaged products: shoot the product’s overall condition, defective parts, and the outer packaging of the package).
  2. Await Review Confirmation: Our customer service team will review your request within 1-2 business days. If approved, you will receive a Return Authorization (RA) number and detailed return instructions via email.
  3. Prepare Return Package: Pack the product, all original accessories (e.g., power cord, user manual, remote control), and free gifts (if any) in the original packaging. Use shock-absorbing materials (e.g., bubble wrap) to wrap the product to avoid damage during transportation. Clearly mark the RA number on the outer package—packages without an RA number will be rejected by the warehouse.
  4. Send Back the Product: Ship the package to the designated return address (see Section 4) using a reliable carrier (e.g., USPS, UPS). Retain the shipping receipt and tracking number—we will not be responsible for lost packages without a valid tracking record.
  5. Provide Logistics Information: Reply to the return confirmation email with the tracking number and carrier information to help us track the package.
  6. Warehouse Inspection & Result Notification: Our warehouse will complete the inspection within 2-3 business days after receiving the package. We will notify you of the result via email in the following cases: - Eligible for return: Refund or exchange will be initiated immediately (subject to your application type). - Ineligible for return: The product will be returned to you, and we will explain the specific reasons (e.g., missing accessories, signs of use).

4. Important Notes on Return Address

Do NOT ship the product back to our business address, original shipping address, or any unapproved address. The official return address is exclusive to each return request and is tailored to our warehouse’s receiving schedule. It will be provided to you via email only after your return application is approved and the RA number is issued. The return address is valid for 7 days from the date of issuance—if you need to delay shipping, please notify us in advance to update the address.
Packages sent to incorrect addresses may be lost, delayed, or rejected, and we will not bear any related responsibilities or costs. If you have not received the return address within 2 business days of your return application being approved, or if the address is unclear, please contact us immediately for confirmation. For packages returned to us due to incorrect recipient information provided by you, the secondary shipping cost will be borne by you.

5. Exchange Policy

We offer product exchanges for eligible returns (e.g., defective products, wrong items). The exchange process follows the return application steps above. After the returned product passes inspection, we will ship the replacement product to you for free (including shipping cost). If the requested replacement model is out of stock, we will contact you to confirm whether to switch to an alternative model or apply for a refund. The shipping time of the replacement product is consistent with the regular order shipping time (3-7 business days).

6. Refund Processing Details

Refund Amount: The refund amount is equal to the actual payment amount of the product (excluding the original shipping cost for returns due to personal reasons). Promotional discounts, coupons, and gift cards used in the order will be returned to your account in the corresponding form. Processing Time: Once the returned product passes our warehouse inspection, we will initiate the refund process within 3-5 business days. The refund will be credited to your original payment method (PayPal account). If you paid via PayPal guest checkout, the refund will be returned to the debit/credit card linked to the payment.
Refund Arrival Time: The time for the refund to appear in your account depends on the processing rules of your payment provider: - PayPal account: 3 business days - Debit/credit card: 7 business days (varies by bank) Refund Inquiry: You can check the refund status through your PayPal account or by logging into your bank’s online banking. If the refund does not arrive within the above time, please provide the refund confirmation email we sent to you and contact our customer service for assistance.

7. Special Scenarios Handling

  • Lost Return Package: If the return package is lost during transportation (confirmed by the carrier), you need to provide the carrier’s loss certificate. We will verify and then choose to reissue the product or process the refund for you.
  • Refused Delivery: If you refuse to sign for the package without prior notice, the round-trip shipping cost will be deducted from your refund amount. If the package is returned to us due to invalid shipping address, you need to bear the secondary shipping cost if you request reshipment.
  • Product Recall: In the event of a product recall due to safety issues, we will proactively contact you via email/phone to arrange free return and full refund, and bear all related costs.

8. Contact Information

For any questions or assistance regarding returns and refunds, please contact our customer service team through the following channels:
  • Email: info@hanqueelectric.store (preferred, for clear documentation of communication)
  • Phone: +1 (208) 379-5125
Business Hours: Monday-Friday, 9AM–6PM PDT. We aim to respond to all inquiries within 24 business hours.