Terms of service
Last updated: September 24, 2026
1. Who we are and what these Terms cover
This website is operated by HONGKONG HONGUAN INDUSTRY LIMITED, a Hong Kong company operating under the Hon&Guan brand. Our business address is Room B915, 9/F, Block B, Prince Industrial Building, 106 King Fuk Street, San Po Kong, Kowloon, Hong Kong. You can contact us at support@honguan.com or +86 137 6596 8414.
These Terms of Service govern your access to and use of honguan.com, related pages, online purchasing functions, customer support, technical information, project enquiries, and other services made available by us through the website. By using the website, placing an order, submitting an enquiry, or otherwise using our services, you agree to these Terms and the policies linked from them.
If you do not agree to these Terms, do not use the website or place an order. If a separate written quotation, order confirmation, warranty statement, or project agreement applies to your transaction, that document will apply to the extent it expressly conflicts with these Terms.
2. Consumer and business customers
These Terms apply to both consumer customers and business customers. A consumer is an individual acting mainly outside their trade, business, craft, or profession. A business customer includes a company, reseller, distributor, contractor, installer, procurement team, or other organization buying for business or project use.
Consumer protection, statutory withdrawal, conformity, warranty, product-safety, and other mandatory rights are not excluded or reduced by these Terms. Where the law of your place of residence gives you stronger rights, those rights take priority.
If you place an order for an organization, you confirm that you have authority to bind that organization. You must not describe a business purchase as a consumer purchase in order to obtain rights that do not apply to the transaction.
3. Website access and acceptable use
You may use the website only for lawful purposes and in accordance with these Terms. You must not:
- use the website to violate any law, regulation, sanction, export control, or third-party right;
- submit false, misleading, fraudulent, abusive, or unlawful information;
- interfere with the website, checkout, payment, security, servers, or connected networks;
- upload malware or other harmful code;
- scrape, crawl, harvest, copy, mirror, or systematically extract website content without our written permission;
- reverse engineer, bypass, or attempt to defeat technical or access controls; or
- use our product information, images, manuals, or customer information to impersonate Hon&Guan or mislead another person.
We may restrict or suspend access to the website where reasonably necessary to protect the website, customers, our rights, or the security of our services. This does not affect rights relating to an order already accepted or any mandatory legal remedy.
4. Product information and technical guidance
We try to keep product descriptions, specifications, dimensions, images, compatibility information, stock status, and prices accurate. Minor differences in colour, packaging, labels, or display may occur. Product pages, manuals, guides, and support messages are general information unless we expressly identify them as a project-specific written specification.
You are responsible for checking that a product is suitable for your intended application, voltage, local electrical requirements, installation environment, duct size, airflow needs, noise expectations, building requirements, and other technical conditions. Installation, electrical work, structural work, and project design should be performed by appropriately qualified persons where required by local law.
A suggestion made by Hon&Guan does not replace an on-site assessment, professional engineering design, code review, or the instructions supplied with the product. Unless a written project agreement says otherwise, we do not guarantee that a product or configuration will achieve a particular building, air-quality, noise, energy, or project result.
5. Prices, taxes, payment, and additional charges
Prices, currencies, taxes, delivery charges, duties, and other amounts shown at checkout or in a written quotation apply to the relevant transaction. Prices may change before an order is accepted. A displayed price does not include an amount that is not shown or required by applicable law, unless the page or quotation clearly says otherwise.
You authorize us or our payment provider to charge the payment method selected for the order. Payment authorization, fraud checks, stock availability, address verification, pricing errors, and legal restrictions may affect whether an order is accepted.
Unless expressly stated at checkout or in a quotation, import duties, customs charges, brokerage fees, local taxes, and similar destination charges may be payable by the recipient. The applicable shipping and refund policy explains how delivery charges, taxes, duties, and refunds are treated for the relevant order.
6. Orders, acceptance, and order changes
When you submit an order, we will send an order acknowledgement where the system can do so. An acknowledgement confirms that we received the order; it does not necessarily mean that we have accepted the order or that the products have been reserved.
An order is accepted when we expressly accept it or dispatch the products, unless applicable law provides otherwise. We may refuse, limit, or cancel an order where there is a material pricing or description error, unavailable stock, suspected fraud, an address or payment problem, an export or sanctions restriction, a duplicate or abusive order, or another lawful operational reason. If we cancel a paid order, we will refund the amount collected for the cancelled part using the original payment method unless the law requires another remedy.
If you need to change or cancel an order, contact us promptly at support@honguan.com. We will try to stop fulfilment when possible, but a request is not guaranteed after fulfilment, production, or dispatch has started. The applicable statutory withdrawal and cancellation rights remain unaffected.
For a made-to-specification, custom, project, or business order, the accepted quotation or written order terms may set different cancellation, production, delivery, inspection, payment, and return rules. Those terms must be agreed before production or other irreversible work starts.
7. Delivery, risk, and delays
Delivery destinations, processing times, transit estimates, shipping methods, and charges are described in the applicable Shipping Policy. Estimates are not guarantees unless we expressly identify a date as guaranteed in a written agreement.
You must provide a complete and accurate delivery address and promptly respond to carrier, customs, or delivery requests. Additional costs or delays caused by an incorrect address, refusal to receive, missing import information, or failure to cooperate may be your responsibility where permitted by law.
We will notify you where a material shipping delay or inability to fulfil an order requires a choice between accepting a delay and cancelling the order. Nothing in these Terms removes any delivery, cancellation, refund, or consumer remedy required by applicable law.
Risk of loss or damage passes according to the applicable law and the delivery term agreed for the order. For damaged, missing, or incorrect deliveries, follow the instructions in the Returns & Refunds Policy and contact us promptly. Do not send a product to the business address unless we give you a return or service address in writing.
8. Returns, refunds, exchanges, and warranty
The Returns & Refunds Policy governs eligible consumer returns, statutory withdrawal, refunds, exchanges, damaged or incorrect items, and business or custom-order return arrangements. The Warranty Policy governs product defects and commercial warranty assistance once that policy is published for the relevant products and markets.
A commercial return window does not remove statutory rights relating to defective goods, incorrect goods, transit damage, statutory withdrawal, or other mandatory remedies. A warranty does not replace those rights or create a right to use a product outside its instructions.
Before returning a product, contact support@honguan.com and wait for the applicable return or service instructions. A return authorization or reference helps us track a parcel, but it does not remove a statutory right that can be exercised by giving a clear notice within the legal period.
9. Wholesale, project, reseller, and custom orders
A wholesale, reseller, distribution, or project enquiry is not an accepted order until we issue a written quotation, order confirmation, or agreement and the required conditions are satisfied.
Unless a written quotation or agreement says otherwise, the following items remain subject to confirmation before acceptance:
- product models, quantities, accessories, and technical specifications;
- price, currency, taxes, duties, payment milestones, credit approval, and quotation validity;
- production start, estimated delivery, inspection, acceptance, installation, and commissioning;
- delivery location, shipping method, insurance, customs responsibility, and transfer of risk;
- customisation, drawings, samples, tooling, packaging, and cancellation costs; and
- warranty, defect handling, technical support, spare parts, and the priority of the project agreement over website policies.
Buying multiple units does not by itself remove consumer status or mandatory consumer rights. We may request business details, resale information, end-use information, or other compliance information before accepting a wholesale or project order.
10. Intellectual property
The website and its content, including names, logos, product images, text, layouts, manuals, videos, graphics, downloads, software, and product information, belong to Hon&Guan or the relevant rights holder. They are protected by copyright, trademark, and other applicable laws.
We grant you a limited, revocable, non-exclusive, non-transferable permission to access and use the website and download materials for evaluating, purchasing, installing, or using genuine Hon&Guan products. You must not reproduce, modify, resell, publish, distribute, create derivative works from, or commercially exploit those materials unless we give written permission or the law permits it.
11. Feedback, enquiries, and submitted materials
You remain responsible for information, drawings, photographs, videos, specifications, and other materials that you submit to us. You confirm that you have the right to provide them and that doing so does not violate another person’s privacy, confidentiality, or intellectual-property rights.
We may use submitted materials as reasonably necessary to answer your enquiry, assess a product issue, prepare a quotation, provide support, process an order, or comply with law. Personal information is handled under our Privacy Policy. We will not treat a confidential project specification as public marketing content merely because it was sent to customer support, unless you separately agree or the law permits it.
12. Third-party services and links
The website may use or link to Shopify, payment providers, carriers, analytics tools, live chat, social platforms, marketplaces, or other third-party services. Those services may have their own terms and privacy policies. We are not responsible for independent third-party services, websites, content, delays, outages, or transactions, except to the extent applicable law makes us responsible.
A marketplace, distributor, retailer, or other seller may apply its own order, payment, delivery, refund, and customer-service rules. If you bought through another seller, contact that seller first for order-related issues. We may still help with product information or identify an applicable Hon&Guan warranty process.
13. Product safety and prohibited use
Read and follow the product manual, warning labels, electrical requirements, installation instructions, maintenance instructions, and applicable local rules. Stop using a product that appears unsafe and contact us with the model, order reference, and a description of the issue.
You must not use products or the website for an unlawful purpose, in a way that creates an unreasonable safety risk, or in a way that violates export controls, sanctions, building rules, electrical rules, or other applicable requirements. We do not endorse or assume responsibility for an application that is unlawful, unsafe, or outside the published product instructions.
14. Disclaimers and limitation of liability
To the maximum extent permitted by law, the website and general website content are provided on an “as available” basis. We do not promise that the website will always be uninterrupted, secure, error-free, or current, or that every technical document will be suitable for every project.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for fraud, wilful misconduct, death or personal injury caused by negligence where such exclusion is prohibited, defective products where the law imposes liability, or mandatory consumer rights.
For business customers only, and to the maximum extent permitted by law, we will not be liable for indirect, incidental, special, punitive, or consequential loss, including loss of profit, revenue, production, business opportunity, data, or expected savings. Any agreed cap on liability for a business order must be stated in the relevant quotation or contract; these Terms do not create a universal cap for consumer claims.
15. Suspension, termination, and continuing provisions
We may suspend or end access to website functions where you materially breach these Terms, misuse the website, create a security risk, or where suspension is required by law. Ending access does not cancel payment obligations, accepted orders, statutory rights, confidentiality duties, intellectual-property rights, or provisions that are intended to continue after termination.
16. Governing law and disputes
This website and each transaction are governed by the applicable law. Any dispute will be handled by the court or other competent forum available under the applicable law. Nothing in these Terms limits the mandatory consumer protection rules or remedies available in the customer’s place of residence.
Before starting a formal dispute, please contact support@honguan.com with the order number, relevant documents, and a clear description of the issue so that we can review it. This request does not shorten any legal limitation period or prevent a customer from using a mandatory statutory remedy.
17. Changes to these Terms
We may update these Terms when our business, website functions, products, services, legal obligations, or linked policies change. The updated version will show a new “Last updated” date. Unless applicable law requires another notice or a change to apply to an existing contract, the updated Terms apply from publication to future use and future orders. The version applicable to an accepted order is determined by the order, quotation, or law governing that transaction.
18. Severability and complete agreement
If a provision is held invalid or unenforceable, it will be adjusted or removed only to the extent necessary, and the remaining provisions will continue to apply. A failure to enforce a provision is not a waiver of that provision.
These Terms, the order or quotation accepted for a transaction, and the policies expressly incorporated by reference form the agreement relating to the relevant website use or order. A project or wholesale agreement controls where it expressly addresses the same subject differently.
19. Contact
Questions about these Terms should be sent to:
HONGKONG HONGUAN INDUSTRY LIMITED
Email: support@honguan.com
Telephone: +86 137 6596 8414
Business address: Room B915, 9/F, Block B, Prince Industrial Building, 106 King Fuk Street, San Po Kong, Kowloon, Hong Kong
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