Return and Refund Policy

At Hanqi.online, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we are happy to assist you with returns and refunds, subject to the terms outlined below. Please read our Return and Refund Policy carefully to understand your rights and the process for returning items.

Return Eligibility

To be eligible for a return, the following conditions must be met:

  • Timeframe: Returns must be initiated within 30 days from the date of delivery. Any returns requested after 30 days will not be accepted.
  • Condition: Items must be in new, unused, and unworn condition, with all original tags and packaging intact.
  • Exclusions: The following items are not eligible for return:
    • Sale or clearance items
    • Custom or personalized items
    • Intimate apparel or swimwear (for hygiene reasons)
    • Gift cards or e-gift vouchers

How to Initiate a Return

If you wish to return an item, please follow these steps:

  1. Contact Customer Service: Email us at support@hanqi.hk or call +852 6574 9912 to request a return. Please include your order number, the item(s) you wish to return, and the reason for the return.
  2. Return Authorization: Our customer service team will provide you with a Return Merchandise Authorization (RMA) and detailed return instructions. Returns sent without an RMA may not be processed.
  3. Return Shipping: You are responsible for the return shipping costs unless the item you received was defective, damaged, or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Refund Process

Once we receive and inspect your returned item, we will process your refund according to the following terms:

  • Refund Method: Refunds will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take 5-10 business days for the refund to appear in your account.
  • Partial Refunds: If the returned item does not meet our return conditions (e.g., damaged, used, or missing parts), we may issue a partial refund or reject the return.
  • Restocking Fee: In certain cases, a restocking fee of up to 15% may be applied to the return, depending on the item and the condition it is returned in.

Damaged or Defective Items

If you receive an item that is defective or damaged, please contact us within 7 days of receiving your order. We will gladly provide a full refund or send you a replacement item at no additional cost. To expedite the process, please include photos of the damaged or defective item when contacting us.

Exchanges

At this time, we do not offer direct exchanges. If you would like a different item, we recommend processing a return and placing a new order for the desired product.

Non-Refundable Charges

The following charges are non-refundable:

  • Shipping costs (unless the item is defective or we made an error in your order)
  • Gift wrapping fees
  • Taxes or duties on international orders (where applicable)

International Returns

For international orders, the same return policy applies, but please note that return shipping costs are the responsibility of the customer. Additionally, you may be subject to customs fees or import duties when returning items to China. We recommend checking with your local customs office for more information before initiating a return.

Contact Us

If you have any questions or need assistance with a return, please contact our customer service team at:

We strive to process all returns and refunds as quickly as possible and will keep you informed throughout the process. Thank you for shopping with Hanqi.online!