Return & Refund Policy

Cancel Order

We cannot cancel the order if the product is produced or shipped out. If the order is canceled, you will get a full refund in 72 hours.

Goods Return Unconditionally

For product return within 7 days:

If you want to return the product for unconditionally within 7 days from the day you received the package, it’s available in the situation that the package is unopened and the product is not used. You need to return the full package and cover the shipping fee for returning the product. To complete your return, we require a receipt or proof of purchase from horigen.net which is the only official online shopping website of HORIGEN.
 
If you have any problems or malfunctions during using, please contact us at support@horigen.cn and please allow up to 48 business hours for a response to your question.

Return Policy

Returns (if applicable)

We are sorry that you are not 100% satisfied with our products, you have the right to apply for a return within 7 days from the day that the package reveals received. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase from horigen.net .

Returns Conditions

1.The goods return unconditionally is 7 days from the day that the package reveals received. Overdue requests will not be processed.
2.The items returned must remain unused in their original packaging. We do not accept returned products that are worn, cleaned, damaged, or altered in any way.
3.Customized products or items with non-returnable marks cannot be returned.
4.Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-horigen.net order.
5.You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund;
6.We do not accept returned items that have been sent back without proper return requests.

Please contact our customer service at support@horigen.cn to get the return address for double check.

How to Return a Product

If you meet the conditions for return, please follow the instructions:
1)Please contact our support center firstly and we only accept return-authorized items.
2)Please provide your order number, order date, and a brief note on why you are requesting a refund.
3)Horigen will respond via email to let you know if your refund request has been approved.
4)After receiving our return instructions, please ship the items to be returned in the original packaging to the address provided to you by Customer Service. You are responsible for all shipping charges, and we recommend you insure the shipment to cover the risk of loss or damage while in transit.
5)Write the order number on the outside of the box.
6)Once a return is initiated, you have 30 days to return your product.
7) Most returns will be processed within 5-7 working days after we receive your package.

Exchanges (if applicable)

1. If you want to return the product for quality reasons verified by us within 30 days from the day that the package reveals received, you can exchange it for a good-quality.
   PS: For quicker verification of the quality problem, please provide the info as below when you contact us.
   A: your order number from our official website
   B: a clear video or photo that shows the specific problem
   C: a specific description of the problem
   D: send an email with all the info listed above to our customer service center via support@horigen.cn
   We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@horigen.cn .
2. If you need to exchange your product for a different size/color, items must be returned in their original packaging and unused. Once an exchange is initiated, you have 30 days to return your product and You are responsible for all shipping charges. Send us an email at support@horigen.cn to start the exchange process.

Refund Policy

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, you’ll be refunded on your original payment method within 3-4 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Note: The shipping fee and tax are non-refundable.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@horigen.cn.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 7 days after the date that the package reveals received.

Sale items (if applicable)

Only regular-priced items may be refunded except sale items.

Customized Products or Gifts

If the item is described as customized or marked as a gift when purchased and shipped directly to you, it cannot be returned or refunded. Please do order cautiously when you check out.

If the item wasn’t marked as customized or marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.