Refund policy
Last updated: September 22, 2026
This policy applies to consumer purchases made directly from Hon&Guan through honguan.com, operated by HONGKONG HONGUAN INDUSTRY LIMITED. For purchases from another retailer or marketplace, contact your seller for its return process; you may also contact us for help identifying any applicable Hon&Guan warranty support.
Your mandatory consumer rights remain unaffected. Where local law gives you additional rights or a more favourable remedy, those rights take priority. Business purchases are addressed in Section 8.
1. Our 30-day return offer
Before installing or assembling any product
Before installing or assembling any product, carefully check the following when it is delivered:
- Check whether the shipping carton is damaged.
- Confirm that the product name and model match your order confirmation.
- Remove the packaging and inspect the equipment.
If you receive the wrong product or the product is visibly damaged on delivery, please refuse the delivery where the carrier permits this. Tell the delivery person and contact us so that we can arrange a replacement. Installation or assembly may make a product ineligible for our 30-day change-of-mind return service. This does not limit rights relating to defects, incorrect goods, transit damage, statutory withdrawal, or any other mandatory remedy.
If you change your mind, notify us within 30 calendar days after receiving the item you wish to return. To qualify for our 30-day return service, items must be unused, uninstalled, unmodified, clean, and complete with the accessories supplied. Opening the box solely to inspect an item does not automatically make it ineligible. Please retain the original packaging where possible and use protective packaging for the return.
Products cut, drilled, wired, installed, contaminated, or damaged by use are not eligible for this change-of-mind return service. This restriction does not prevent a claim for a defect, an incorrect item, or any statutory remedy. The separate statutory withdrawal rules in Section 7 may apply even where the conditions of our 30-day return service are not met.
Goods genuinely made to your personal specifications are excluded from this change-of-mind return service unless we agree otherwise before purchase. Choosing a standard listed size or voltage does not by itself make an item custom-made. Applicable rights concerning defects remain unaffected.
Sale items have the same return eligibility as full-price items under this policy. Refunds are based on the amount actually paid after discounts.
2. How to arrange a return
Email support@honguan.com with your order number or other proof of purchase, the item name or model, and your contact details. Let us know whether you wish to return an unwanted item or report a product problem so we can assist you appropriately.
For damaged, faulty, or incorrect items, you must provide a detailed description of the problem together with relevant, clear photos and videos. Include when the problem appeared, the affected part or function, and any steps already taken. This information helps us assess the issue and arrange appropriate assistance. If you cannot safely capture or submit the requested evidence, contact us to arrange another way to assess the problem. You do not need to give a reason or provide evidence of a fault to exercise a statutory withdrawal right.
For returns under our 30-day return service, contact us before shipping to obtain the return warehouse address, contact details, and return reference. To help us process your return promptly, we recommend sending the item within 7 calendar days after receiving our return instructions. If you need more time, contact us to coordinate the arrangements. Include your order reference, pack the item securely, and keep proof of shipment; a tracked service is recommended.
Our support team will select the nearest suitable return warehouse based on your location, the product, and warehouse availability, to help reduce return shipping costs. Please use the warehouse address and contact details provided by support. Do not assume that the sender address on the original package is the correct return destination.
To exercise a statutory right of withdrawal, please notify us clearly within the applicable legal period and contact support to coordinate the return warehouse, shipping method, and return reference. Our team will promptly provide the necessary instructions to help ensure your parcel reaches the correct warehouse and your return is processed efficiently. These communication and shipping arrangements do not affect your statutory rights or the applicable legal deadlines.
3. Return costs and original delivery charges
For an eligible change-of-mind return, you pay the direct return shipping cost, provided this responsibility was disclosed before purchase. If we offer a return label, we will tell you its cost and obtain your agreement before deducting it from the refund. For goods that cannot normally be returned by post, any applicable return-cost estimate will be disclosed before purchase.
We do not charge an additional return handling fee for eligible consumer returns. We will not retrospectively charge you the original delivery cost if your order qualified for free shipping.
For change-of-mind returns under our 30-day return service, original delivery charges are normally not refunded. This does not apply where refunding those charges is required by law, including applicable statutory withdrawals under Section 7, or where the return results from our error or an applicable defect claim.
Where we are responsible for an incorrect, defective, or transit-damaged item, we will arrange an appropriate remedy and cover the necessary return costs for that remedy. Contact us so we can arrange a suitable method; this does not limit any right to reimbursement required by law.
4. Damaged, faulty, incorrect, or missing items
Inspect your delivery and contact support@honguan.com as soon as you notice a problem. For damaged, faulty, or incorrect items, provide the detailed description, photos, and videos described in Section 2. Include clear photos of the item, the affected area, and the parcel label, and a video showing the issue where it can be captured safely. Retain the packaging where possible. Stop using an item if it appears unsafe; do not dismantle, reconnect, or continue operating it solely to obtain evidence. Contact us if you cannot safely capture or submit the evidence so we can arrange another assessment method.
We will investigate and provide the repair, replacement, refund, or other remedy appropriate to the circumstances and your applicable rights. If a parcel is missing, provide your order details and explain the delivery issue so we can investigate with the carrier; you do not need to provide images of goods you have not received. A delivery scan alone will not automatically close your claim.
The 30-day change-of-mind return window does not cut off applicable rights relating to defective goods or any applicable warranty. Prompt reporting helps us investigate but is not a blanket waiver of later claims.
5. Refund amounts and timing
For an eligible return under our 30-day return service, we will complete our inspection and initiate the applicable refund within 5 business days after receiving the returned goods. We will notify you when the refund is initiated. Any earlier applicable statutory deadline takes priority.
Refunds are made to the original payment method unless you expressly agree to another lawful method. We will not require you to accept store credit instead of a monetary refund to which you are entitled. Your bank or payment provider controls when the credit appears in your account.
The refund includes the amount paid for the returned items, associated tax collected by us where refundable, and any delivery charges due under this policy or applicable law. Duties or charges paid directly to a customs authority or another third party are not refunded through our payment system; we can provide available order documents to support a separate claim, without limiting any reimbursement we owe by law.
If we propose a lawful deduction for missing components or damage, we will explain the reason and amount. No automatic percentage penalty applies. Statutory withdrawal deductions are limited as described in Section 7. If a refund we have issued has not appeared within your provider's stated processing period, contact us for assistance.
Refund options
What refund options are available?
All refunds are returned to the original payment method used for the order, including the relevant PayPal account or bank account. Under this return policy, the refund is generally the full price paid for the returned goods, less any applicable return shipping cost and any lawful deduction explained under this policy or applicable law.
Do you offer price protection?
We do not offer price protection, including during major promotional events such as Black Friday, Cyber Monday, or mid-year sales. We also do not offer price protection for purchases made through Amazon or any other platform.
When will I receive my refund?
For card refunds, we will begin processing the refund after receiving notice that you have returned the goods, subject to any requirement to receive the goods or acceptable proof of return under this policy or applicable law. Most banks process the refund within 3 to 5 business days after it is initiated. PayPal and other payment providers may apply their own processing times.
6. Exchanges and cancellations
For a change-of-mind exchange, contact us to confirm availability and the return arrangements. Any price difference and applicable shipping cost will be explained before you agree. Exchanges for defective or incorrect goods are handled separately under Section 4.
If you wish to cancel before dispatch, contact us promptly. If we can stop fulfilment, we will cancel and refund the cancelled items and any related delivery charges no longer applicable. If the order has already entered fulfilment, we will explain the available return or withdrawal options. This operational limitation does not remove a statutory right to cancel or withdraw.
7. EU and UK consumers
EU consumers: For eligible distance purchases, you normally have 14 calendar days to notify us of withdrawal without giving a reason. This period begins the day after you or your nominated recipient, other than the carrier, receives the goods; special rules apply to split deliveries. Send the goods back within 14 days after giving notice.
We reimburse statutory withdrawals without undue delay and within 14 days after receiving notice. Unless we offer collection, we may withhold reimbursement until we receive the goods or evidence of their return, whichever occurs first. For a full withdrawal, reimbursement includes our least expensive standard delivery charge; optional delivery upgrades are not reimbursed. Partial-order delivery refunds follow applicable law.
UK consumers: For eligible distance purchases, you normally have 14 days after delivery to notify us that you wish to cancel, followed by 14 days to send the goods back. We refund without undue delay and within the applicable legal deadline—normally no later than 14 days after receiving the goods or earlier evidence of return, subject to collection arrangements. The standard delivery charge is refundable for a full cancellation, but not the extra cost of an optional upgrade.
For both regions: Necessary inspection is allowed. Opening packaging alone does not remove the withdrawal right; any lawful deduction relates to diminished value from handling beyond what is necessary to establish the goods' nature, characteristics, and functioning. You bear direct return costs only where properly disclosed beforehand and legally permitted. Genuinely personalised or made-to-specification goods may be excluded from change-of-mind withdrawal where the law allows; faulty-goods rights still apply. A standard item is not automatically personalised because you choose a listed size or voltage.
You can notify us of withdrawal by emailing support@honguan.com or sending another clear statement. Our 30-day return service does not replace statutory rights. The conditions of that service apply to the additional period only where statutory rights do not provide greater protection. The 7-day dispatch recommendation in Section 2 does not shorten the statutory return periods described above.
8. Business, wholesale, and custom orders
Genuine business purchases are governed by the return, cancellation, and defect provisions agreed in your quotation or contract, together with applicable law. Our 30-day consumer return service applies to business orders only where expressly agreed. Contact us with your purchase order details.
Custom specifications, production milestones, cancellation costs, and return restrictions must be agreed before the order is accepted. Buying several units does not by itself remove consumer status or mandatory rights.
9. Contact details
- Brand: Hon&Guan
- Operator: HONGKONG HONGUAN INDUSTRY LIMITED
- Email: support@honguan.com
- Telephone: +86 13765968414
- Business address: Room B915, 9/F, Block B, Prince Industrial Building, 106 King Fuk Street, San Po Kong, Kowloon, Hong Kong
The business contact address is not a return address unless expressly identified as one in your return instructions.