Return Policy

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Dead on Arrival (DOA) Guarantee

If your item is damaged due to shipping/transit problems, you are eligible for a full refund or replacement within 7 days from the date item is delivered. When sending your refund request, please be ready to provide customer service with photographs clearly showing the problems with the item and its courier number as soon as possible. Also "Proof of Damage" documentation from your courier is required. Alternatively, you can reject the item if you find it is damaged after checking it in front of the delivery person. Then you should follow our return procedure to inform us about this situation. We will review the case and then ship you a new item immediately if your request is approved. We will be responsible for all shipping fees.

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30-Day Money Back Guarantee

Products with quality-related problems can be covered by our quality guarantee of 30 days. Product quality issues include products with flaws caused during production and shipping process and products with defective or missing fittings. This is, if a defect arises and a valid claim is received by our customer service within 30 days of receipt, we can offer you an exchange or a refund. All shipping fees will be paid by us.
Quality guarantee of 30 days (From the date you received your item) is also applied to below situations:

• Orders are left unattended or mistakenly shipped.(e.g: Incorrect size/color or wrong item)
• Wrong description for product. Returns can only be accepted within 30 days from the date you received the item.

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One Year Repair Warranty

Unless otherwise noted on the product page, the default product warranty period is one year starting from the date you receive the goods, during which you are eligible for free repair. Any free repair needs to be confirmed with the manufacturer via Customer Support. You must pay the shipping fees for returning the item accordingly, while we will cover the shipping fees to send the repaired item back to you. If a product is damaged resulting from any unauthorised alterations, accident, misuse or any other non-quality factor, it will not be eligible for a free repair. However, you can return it at their own cost and request for a paid repair. Return shipping fees will be your responsibility in such cases.

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Exceeded shipping time limit

If products are not received within 60 days after dispatch, a refund or a new replacement will be provided. We will pay for any shipping costs incurred while resending.
For below situations, refund or resending is not available:

• Yet to received
• Abnormal delivery
• Failed to deliver
• Pakage delivered, but buyer reports not received
• No shipping update
• Buy rejects package upon arrival

If a package has been returned due to the above shipping problems, we will provide refund or resending to buyers only after the package has returned to our warehouse; we are not liable for packages that go missing or have been destroyed in transit.
In this case, related fees are calculated as follow:
Cost of resending = Return shipping the item to us + Cost of return shipping to customer
Refund = Price paid for product - Cost of Resending

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Exemption from return policy

Returns are not accepted in the following conditions:

• Any products that are won or redeemed as part of an activity or competition (e.g. via a lucky draw) on Honiss or any of our promotional channels are exempt from our Warranty and Returns policy.
• Items outside the warranty time-frame.
• Used or misused items.
• Due to extreme discounts on all our items, products with less than 10% damage/defect are also not covered.
• Package damaged but product is still functional.
• If the words and pictures on the description page are slightly different from the actual product and the product is functional, then return services cannot be offered.

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Customs Clearance

For customs clearance, respective responsibility needs to be clarified between the buyer and our company.

• Tariff claim: tariff is claimed by local customs based on local policy, and specific to different countries and states, so buyers are responsible for payment. Since it is clearly out of our control, we do not classify this as an After Sale Issue.
• Package destroyed by customs or cargo agent: we are not responsible if buyers reject or contest tariff claim or attempt to import products prohibited in their state, country, or region.
• We are not responsible for products that cannot go through/clear customs due to lack of product qualification; buyers need to clearly state what qualification issues are involved.

Note:
You are solely responsible for checking (a) if sensitive product(s) can be shipped to your destination before placing an order and (b) whether the product requires any specific credentials/declarations.

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Returns and Compensation Process

All returns must be confirmed for Return Authorisation(RA) by our support center. Returned items without RA will not be accepted. You can contact our support center via support@honiss.com.
Before processing your return request, the related evidence is needed. The acceptable conditions are:

• screenshots of email history
• screenshots of payment receipts from the financial organisation recognised by us
• images of problems associated with the order
• video footage illustrating the problems

Please note:
Honiss offers no return service to orders that do not demonstrably provide clear photographic/video proof of the problems. Furthermore, the following information is also needed:

• Order Number
• Shipping Method
• Shipping Number
• Item SKU
• Details for Problem
• Customer Demands

Our Customer Service will review your case and offer you a return back if approved. Once we’ve received your package, we will begin processing your return, which may take up to 3 business days. When processing is completed, the item will be exchanged with a replacement or will be refunded.
When returning an item, we recommend using your local cheapest postal service that provides tracking information, instead of a courier agency such as UPS, DHL or FedEx.

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Refund

In most cases, we will refund your money within 48 hours after your package has been processed. The time it takes to receive your refund will differ based on the payment method you used:

• If you are a registered PayPal member, your refund has been completed instantly. You may check your PayPal account for more information regarding the refund.
• If you are an unregistered PayPal user, it will take 7-45 days for PayPal to process your refund and return the money to your credit card account.
• Credit card refunds will take between 7-14 business days to appear in your account. The time entirely depends on your credit card company and any intermediaries.