Return Policy
1. Return Policy
We accept returns within 30 days of the delivery date. If you wish to return an item, it must meet the following conditions:
- Condition: The item must be in its original, unused condition with tags and packaging intact.
- Eligibility: All items must be free of wear, damage, and alterations.
Note: Certain items may be marked as “final sale” and are non-returnable. Please refer to the product description for return eligibility.
2. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Customer Support: Email our support team at support@honglong.com with your order number and reason for the return.
- Receive Return Instructions: Our team will provide you with a return authorization and detailed instructions on how to send back the item.
- Return the Item: Pack your item securely and send it back using a trackable shipping method.
Note: Customers are responsible for return shipping costs unless the return is due to a defect or an error on our part.
3. Exchange Policy
If you would like to exchange an item, we’re happy to assist within the 30-day return period. Exchanges can be made for items of a different size or color, depending on stock availability. If the desired item is out of stock, you may choose a refund or a similar item.
- Contact Us: Simply email our support team with your exchange request.
- Exchange Process: Once we receive the original item, we will process your exchange promptly.
4. Refund Process
Once your returned item is received and inspected, we will process your refund within 5-7 business days. Refunds are issued to the original payment method used for the purchase.
- Processing Time: 5-7 business days after receiving the returned item.
- Notification: You will receive an email confirming the refund once it has been issued.
Please note: Depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.
5. Non-Refundable Items
For hygiene and safety reasons, certain items cannot be returned or refunded. These include:
- Final sale items
- Gift cards
- Certain personal care and intimate items (please refer to product details)
6. Defective or Incorrect Items
If you receive a defective or incorrect item, please contact us within 7 days of receipt. We will arrange for a replacement or refund at no extra cost to you, and we will cover return shipping for these cases.
7. Refund of Shipping Fees
Original shipping fees are non-refundable, except in cases where HONGLONG has made an error with your order or the item is defective.