At Hajkby, we want our customers to have a clear understanding of our return and refund process before making a purchase.
This policy explains the conditions and procedures related to returns, refunds, damaged items, incorrect orders, exchanges, cancellations, and other order-related requests.
By placing an order with Hajkby, you acknowledge and agree to the terms described below.
1. Return Period
Eligible return requests may be submitted within:
30 days after confirmed delivery of your order
The delivery date provided by the applicable shipping carrier will generally be used to determine the beginning of the return period.
Return requests submitted after the applicable return period may not be accepted unless required by applicable consumer protection laws.
Before returning any item, customers must contact our customer service team:
Please wait for return instructions before sending any product back.
Products returned without prior authorization may experience delays in processing.
2. Return Eligibility
To qualify for an eligible return, products should generally meet the following conditions:
- Unused or only reasonably inspected
- In substantially the same condition as received
- Include original accessories, components, and included items
- Free from damage caused after delivery
- Returned with suitable protective packaging
- Include sufficient information to identify the order
Customers should keep the original packaging whenever possible until they are satisfied with their purchase.
Products that have been:
- Excessively used
- Misused
- Intentionally damaged
- Modified without authorization
- Damaged after delivery
may not qualify for a refund.
3. Non-Returnable Items
Certain products may not be eligible for return due to hygiene, safety, personalization, or other reasonable considerations.
Examples may include:
- Products that have been opened or used where hygiene considerations apply
- Products missing essential components or accessories
- Personalized or customized products
- Gift cards
- Products marked as final sale before purchase
- Items that cannot reasonably be resold after opening
Nothing in this section limits any mandatory consumer rights provided by applicable laws.
4. Beauty and Personal Care Products
Because Hajkby offers beauty and personal care products, certain items may have additional hygiene-related return limitations.
For hygiene and safety reasons, opened or used beauty products may generally not qualify for ordinary returns unless:
- The product arrived damaged
- The product is defective
- The wrong item was shipped
- Other consumer rights apply under applicable law
If you are unsure whether a product qualifies for return, please contact our customer service team before sending it back.
5. Damaged, Defective, Incorrect, or Missing Items
Please inspect your order after delivery.
If your order arrives:
- Damaged
- Defective
- Incorrect
- Missing items
- Missing essential components
please contact us as soon as reasonably possible.
To help us review your request, please provide:
- Order number
- Email address used during checkout
- Description of the issue
- Clear photos of the product
- Photos of the packaging
- Shipping label photo where applicable
Please keep the product and packaging until the review process is completed.
Depending on the situation, available resolutions may include:
- Replacement
- Refund
- Partial refund
- Other appropriate resolution
6. Return Authorization
All returns must be approved by our customer service team before shipment.
If your return request is accepted, we will provide:
- Return instructions
- Applicable return address
- Additional information required for processing
Please do not send returns to our registered business address unless specifically instructed by our customer service team.
Return addresses may differ from:
- Business registration address
- Fulfillment location
- Shipping origin address
7. Return Shipping
Return shipping responsibility depends on the reason for the return.
Generally:
Customer Responsibility
Customers may be responsible for return shipping costs for:
- Change-of-mind returns
- Incorrect size or preference-related returns
- Products no longer wanted
Hajkby Responsibility
We may provide assistance with return shipping arrangements when:
- The wrong product was shipped
- The product arrived damaged
- The product has a confirmed defect
Return shipping arrangements will be determined after reviewing the specific situation.
8. Refund Processing
Once an approved return has been received and inspected, refunds will generally be issued to the original payment method.
Refunds may include eligible product amounts and other amounts required by applicable law.
Depending on the situation, the following may not be refundable where permitted:
- Original shipping charges
- Express shipping fees
- Additional service charges
Refund decisions are based on the condition of the returned product and applicable return circumstances.
9. Refund Timing
After a refund has been issued by Hajkby, additional processing time may be required before funds appear in your account.
Processing times depend on:
- Bank
- Credit card issuer
- Payment provider
- Financial institution
Hajkby does not control third-party financial processing times.
If you have received refund confirmation but the funds have not appeared after a reasonable period, please contact your payment provider.
10. Partial Refunds
Partial refunds may apply in certain situations, including:
- Missing accessories or components
- Returned products with reduced condition
- Products damaged after delivery
- Incomplete returns
- Other circumstances where a full refund is not appropriate
Any partial refund decision will be based on the specific circumstances of the return.
11. Exchanges
Product exchanges may not always be available.
If you need a different product, color, or variation, please contact us to confirm available options.
If an exchange cannot be arranged, customers may need to complete an eligible return and place a new order.
Product availability cannot be guaranteed during the exchange process.
12. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible:
We will make reasonable efforts to assist with cancellation requests before fulfillment begins.
Cancellation cannot always be guaranteed once an order has entered:
- Processing
- Packing
- Fulfillment
- Shipment preparation
- Dispatch
If cancellation is no longer possible, customers may request a return after delivery according to this policy.
13. Refused or Unclaimed Packages
Customers should not refuse delivery or leave packages unclaimed as a replacement for following the return process.
Packages returned due to:
- Refused delivery
- Incorrect address
- Incomplete address
- Failed delivery attempts
- Failure to collect the package
may be subject to additional shipping or handling costs where permitted.
Please contact us if you believe your package may be returned to sender.
14. Lost Return Shipments
If you send a return using your own shipping method, we recommend using a trackable shipping service.
Customers should keep:
- Shipping receipt
- Tracking number
- Proof of shipment
Hajkby is not responsible for return packages lost before reaching the designated return location when the return shipment is arranged independently by the customer.
15. Promotions and Bundle Purchases
For products purchased through:
- Bundle offers
- Multi-buy promotions
- Discount campaigns
- Free gift promotions
refund amounts may be adjusted according to the promotional terms.
If a promotional item was included with a purchase, we may require the promotional item to be returned together with the related products where permitted.
16. Gifts
If an item was purchased as a gift, refunds will generally be processed according to the original transaction.
We may require information from the original purchaser to verify and locate the order.
17. Consumer Rights
This Return & Refund Policy does not remove or limit any mandatory rights available to consumers under applicable laws.
Where local consumer protection laws provide additional rights, those rights will apply.
18. Contact Us
For return, refund, damaged product, or order-related questions, please contact:
Store Brand: Hajkby
Operating Entity: Inner Mongolia Fanke Technology Co., Ltd.
Registered Address: 6th Floor, Building 5, Area E, Shui'an Xiaozhen, Yingxin Road Subdistrict, Xincheng District, Hohhot, Inner Mongolia Autonomous Region, China
Customer Service Email: service@hajkby.com
Customer Service Phone: 0471-5923864
Phone Support Hours: 9:00 AM–6:00 PM PDT
When contacting us about an existing order, please include:
- Order number
- Email address used during checkout
- Relevant photos or supporting information
Please contact us before returning any product so we can provide the correct return instructions and applicable return address.