*Refund Policy

Your refund request will be taken care of in 1 business day.

We strives to provide the best possible service for all clients to maximize the benefit of our customers.

To better facilitate the return and refund issue, please read the following content. 

What you need to provide:

• Photos/videos of the damaged item. Please send us the materials to prove the damage.
• Screenshots of the dispute, which include name, date and content. For example, a customer complaint/dispute raises through PayPal Dispute, e-mail, chat window, etc.
• The (preferably in 1 pcs) picture that includes the (damaged) products and the shipping label of the package.
• (Optional) Tracking number of the item. If We ask for a return of the item, you need to send the tracking number to prove that you returned it. 

How to request a refund: 

• Contact your customer success manager or operation specialist for refund application.
• Send photos/videos of the damaged product and screenshots of dispute
  

Refund Cases: 

• Damaged Products
• Incorrect or Missing Products
• Product Out of stocks 
• Unable to be shipped
• Cancel Order prior to ship
• Missing Packages
  

Refund is NOT accepted when: 

1. Order delivered (according to tracking information)
2. Package Unclaimed
3. Tracking Information Alert

• Incorrect/insufficient Address
• Refused Package
• Customs Clearance
• Non-Existing Number
• Unknown Recipient
  

Additional Notes: 

• The dispute/refund request has to be initiated within 48 hours upon delivery scan is executed.
• Order cancellation is free of charge within 24 hours upon order creation.
• Order cancellation within 24-48 hours upon order creation is entitled 70% refund according to the quotation.
• For order cancellation exceeded 48 hours, we will initiate to stop the shipment as soon as possible. If this is successful, an order refund of 70% will be applied. If this is unsuccessful, refund is not possible. Redeliver option to another address (within the same country) is readily available, 8 USD redeliver charge will be applied.
• In view of the inconsistent color sensitivity of each individual, we shall provide the actual picture during the first shipment for verification purpose. If there exists a color difference problem, you are eligible for 10% refund according to the quotation. This applies only for the first same batch. Disputes after the mutual agreement will not be accepted. We will try our best to minimize this problem and strive to solve this issue together.
  

*Hapex Global reserves all the rights for final explanation.