Last Updated: March 12, 2020
At HA-LUO, we strive to ensure that you are satisfied with your purchase. However, we understand that sometimes you may need to return or exchange a product. Please read our Refund Policy carefully to understand your rights and the conditions under which refunds or exchanges will be processed.
1. General Return and Refund Conditions
- Our refund policy applies to products purchased directly through our website.
- To be eligible for a refund or exchange, the product must be in its original, unopened, and unused condition.
- Requests for refunds or exchanges must be made within 7 days of receiving your order.
- Due to the nature of the products we sell (e.g., intimate or personal care products), we cannot accept returns or exchanges for opened or used products for hygiene and safety reasons.
2. Return and Refund Process
To request a return or refund, please follow these steps:
- Contact us: Reach out to our customer service team at zhangna520love@gmail.com with your order number, the product you wish to return, and the reason for the return.
- Return approval: Our customer service team will review your request and provide you with instructions on how to return the product if it meets the eligibility requirements.
- Return shipping: If the return is approved, you will be responsible for the return shipping costs unless the product is defective or we made an error in fulfilling your order.
- Refund processing: Once we receive the returned product and verify that it is in the appropriate condition, we will process your refund. Refunds will be issued to the original payment method used during purchase. Please note that it may take several business days for the refund to be reflected in your account.
3. Non-Refundable and Non-Returnable Products
For health and safety reasons, the following products are non-returnable and non-refundable:
- Opened or used intimate products, such as adult toys, lubricants, or any personal hygiene items.
- Any products that have been used or are no longer in their original, unopened packaging.
- Gift cards and digital products.
4. Defective or Damaged Products
If you receive a defective or damaged product, please contact our customer service team immediately at zhangna520love@gmail.com with the following details:
- Your order number.
- A clear description of the issue with the product.
- Photos or videos of the damaged or defective item.
If the product is defective or damaged during shipping, we will offer a full refund or send you a replacement at no extra cost.
5. Exchanges
We do offer exchanges for products that are damaged, defective, or incorrect. However, exchanges are subject to product availability. If you wish to exchange a product for a different size, color, or model, please contact our customer service team, and we will assist you with the process.
6. Refund Timeframe
Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund. If approved, the refund will be processed within 5-7 business days. Please note that the processing time may vary depending on your payment method and bank.
7. Shipping and Handling Costs
Shipping and handling costs are non-refundable, unless you are returning an item due to a defect or error on our part. In such cases, we will cover the return shipping costs.
8. Cancellations
You may cancel your order before it is shipped. To request a cancellation, please contact our customer service team immediately at zhangna520love@gmail.com. If the order has already been processed or shipped, it cannot be canceled, but you may request a return once the product has been received.
9. International Returns
If you are returning a product from outside of our domestic shipping area (e.g., international returns), you will be responsible for any customs duties, taxes, and return shipping costs. These charges are non-refundable.
10. Changes to the Refund Policy
We reserve the right to modify this Refund Policy at any time. Any changes to this policy will be reflected on this page with the updated “Last Updated” date. We recommend that you review this policy periodically to stay informed about your rights and our practices.
11. Contact Us
If you have any questions or concerns about our Refund Policy or need assistance with a return or refund request, please contact us at:
Email: zhangna520love@gmail.com