Returns & Refunds Policy
Return Eligibility
You may return an item within 14 days of receiving your order if:
The item is damaged upon arrival.
The wrong item was received.
The item has a manufacturing defect.
The item is significantly different from the product ordered.
You have changed your mind and wish to return the item.
Items must be returned in the condition received, including all original packaging, tags, accessories, and contents where possible.
Before Returning an Item
Before sending any item back, please email us at help@hacco.app within 14 days of delivery and provide:
Your order number.
Clear photos of the item.
Photos showing any damage, defect, or issue (if applicable).
Returns sent without prior approval may not be accepted.
Once your return request has been approved, we will provide the return address below and any further instructions.
Return Address
Receiver: Liu Huanxiang (JADLH)
REF: 13352789806
1st Floor, Building 3, Ding Sheng Sheng Wei Smart Technology Park
Xingyun East Road, Shui Kou Street
Hui Cheng District
Huizhou City, Guangdong Province 516000
China
Important: Customers are responsible for any customs duties, taxes, or import charges that may apply to returned parcels. Failure to pay these charges may result in the return being lost or refused.
Damaged, Defective or Incorrect Items
If you receive a damaged, defective, or incorrect item:
Contact us within 14 days of delivery.
Provide your order number and clear photos of the issue.
Wait for approval before returning the item.
For approved damaged, defective, or incorrect items:
The customer must initially arrange and pay for the return shipment.
A clear copy or photo of the postage receipt must be provided after shipment.
Return postage costs will be reimbursed after the receipt has been verified and the returned item has been received.
We cannot reimburse return shipping costs without valid proof of postage.
Change of Mind Returns
If you no longer want an item:
The return request must be made within 14 days of delivery.
The item must be unused, unworn, and in its original condition.
Return shipping costs are the responsibility of the customer.
Original shipping charges are non-refundable.
How to Return an Item
Email help@hacco.app within 14 days of receiving your order.
Include your order number and clear photos of the item.
Wait for return approval from our support team.
Ship the item to the return address provided above.
Send us a photo or copy of the postage receipt and tracking number.
Once the returned item is received and inspected, we will process your refund if approved.
Refund Processing
Once a returned item has been received and inspected:
Refunds will be issued to the original payment method.
Please allow up to 15 business days for the refund to be processed.
Processing times may vary depending on your bank or payment provider.
Order Cancellation
Orders may be cancelled within 2 hours of being placed.
After this period, processing may already have started and cancellation may no longer be possible.
If cancellation is approved, any refund will be processed using the original payment method.
Non-Returnable Items
The following items cannot be returned unless faulty or incorrect:
Used or worn items.
Items damaged through misuse.
Items missing original parts, accessories, tags, or packaging.
Custom-made or personalised items.
Items returned outside the permitted return period.
Lost Returns
Customers are responsible for ensuring returned parcels are properly packaged and shipped.
We strongly recommend using a tracked postal service and retaining proof of postage until the return process has been completed.
Hacco is not responsible for returns that are lost, delayed, or damaged during transit.
Refused Deliveries
If a customer refuses delivery or fails to pay applicable customs duties, taxes, or import charges, any resulting return shipping fees, customs fees, storage fees, or carrier charges may be deducted from any refund.
Contact Us
For all return and refund enquiries, please contact:
Email: help@hacco.app
Frequently Asked Questions (FAQ)
How long do I have to return an item?
You have 14 days from the date of delivery to request a return.
What should I do if my item arrives damaged?
Email help@hacco.app within 14 days of delivery and provide clear photos of the issue.
Do I have to pay for return shipping?
For approved damaged, defective, or incorrect items, you must initially pay the return shipping cost. We will reimburse the postage after receiving proof of postage and the returned item.
For change-of-mind returns, return shipping costs are the customer's responsibility.
What proof do I need for postage reimbursement?
A clear photo or copy of the official postage receipt showing shipment details.
Can I cancel my order?
Yes. Orders can be cancelled within 2 hours of being placed.
How long do refunds take?
Refunds are generally processed within 15 business days after the returned item has been received and inspected.
Do I need to contact support before returning an item?
Yes. Returns sent without prior approval may not be accepted.
Should I use tracked shipping?
Yes. We strongly recommend using a tracked service and keeping your receipt until the return process has been completed.
What happens if I return an item without proof of postage?
We cannot reimburse return shipping costs without valid proof of postage.
Can I return a used item?
Used items are generally not eligible for return unless they are faulty or incorrect.
