What is the return policy?

   At Hacoo, customer satisfaction is always our top priority. And we try to provide customer good service and product with high quality.

    For any reason if customer is not completely satisfied with the purchase, Hacoo offers a flexible return policy to help our customers continue their shopping experience smoothly from the beginning till the end.

1.Hacoo Return Policy

1). General Return Policy

Return Duration Limit: Hacoo supports free return within 15 days after receiving the order except for the categories that are not included in the free return. However, Hacoo currently doesn’t support exchange service. 

Categories Don’t Support Free return as follow:

    ①．Products that are likely to cause changes in product quality after unpacking，such as Beauty Products;

    ②．Products that are susceptible to personal safety or health after unpacking, such as Underwear, Swimwear, Legging, and Lingerie.

    ③．Product that are likely to cause a large depreciation value after unpacking or use, such as Jewelry accessories, luxury goods;

    ④．Electronic product such as Audiovisual products, computer software, mobile phones , ipad and smart watches

2). Return Standards

   ①．The product must be returned in good condition with original package、 complete accessories、attached gifts and trademark.

   ②．The product is used or washed or modified, or without the merchandise label, it will not be allowed to return.

   ③．The products quality problem that caused by Unauthorized repair, misuse, collision, improper installation and use are not allowed to return.

   ④． All return request must be approved by Saramrt customer service team. Returned items without approval from Saramrt will not be accepted. 

    When processing the return request, Hacoo will request  the following information to confirm the problem. Once the return request is approved, Hacoo Customer Service will provide the return address. If the information for return request is not complete or doesn’t match with the information request, Hacoo has the right to refuse the return request. And customer can resubmit the return request with full information

Information Requested as following:

Size issue

Size label on product、Barcode on Product bag、describe bigger or small part

Quality issue

Picture show the product quality issue

Broken issue

Outer package picture、product bag picture、broken part picture

Wrong product

Product picture（If wrong size, please provide the size label on product）、Product bag picture

Missing Item

Outer package picture、payment invoice，（If accessories missing，please provide the product received, and describe or send picture of missing part.）

Wrong Parcel

Shiping label on outer package、Shopping list、Payment invoice

Description issue

Received product picture，Clarify the description problem

Please Note:

When receiving broken package or broken product, please keep the package in order to process the compensation smoothly.

3). Reship cost for the products

Customer reason: Reship cost is afforded by customer.

Once Hacoo confirmed the request is submitted due to customer reason, in this case, the customer will be responsible for the reshipping cost  including of the shipping fee and custom fee. Once Hacoo receive the returned products, we will refund the original product price. All and any shipping fees are non-refundable.

Hacoo Reason: Reship is afforded by Saramrt.

Once Hacoo confirmed the return request is caused by Hacoo. Hacoo will be responsible for the reship cost, and the Max compensation of the shipping fee is 30 USD.

Please Note:

Customer should pay the shipping fee in advance when reshipping the product.

2.Return Process

Step1
Account-Contact US-Choose Return request

Step 2
Choose Order ID and return product- describe  problem- upload picture

Step 3
Customer Service Processing request within 1 day

Step 4
A-Request approved，please return the products provide the tracking Invoice Within 5 days since receive the reship address
B-Request refused，Please confirm the refused reason, and it is available to submit disagreement within 3 days since refused date.

Step 5
Hacoo Receive and quality Check Product check within 3 days since received date

Step 6
Hacoo Process Refund to Balance within 1 Business day since quality check

Step 7
Customer check refund, click Account - Balance - Transaction；After refund processed，Hacoo will send SMS to notify the balance income.

Please Note:

    ①  .Please reship and upload the tracking Number and invoice to Hacoocustomer service within 5 days since receiving the address. If exceed 5 days, customer don’t reship the product, the return request will be closed.

    ②  .Since the date that customer upload the shipping label   , if Hacoo doesn’t receive the returned package within 45 days, the return request will be closed.

    ③  .Hacoo has the right for refusing the refund  if the return product doesn’t match with our return policy, such as product or product bag broken or lost.

    ④ .Customer should pay for the shipping fee in advance, Hacoo doesn’t accept pay the shipping fee on delivery.

    ⑤ .All refund will be processed to Hacoo account, and customer can withdraw the amount from the Application account to the bank account. How to withdraw refer to 【Withdraw process】

    ⑥ .Coupon will not be Refunded

3.Return Method 

    1). Customer choose suitable shipping company to reship the product according to the address provided by Hacoo customer service;

    2). Hacoo doesn’t support Pickup service now;

    3). Hacoo doesn’t accept that customer go to the warehouse directly without shipping the package through shipping company.

Please note:

    In order to ensure that the package is delivered to correct address in time, please fill reship address completely. If the package is delivered to wrong address or lost due to incomplete address or wrong address, Hacoo has the right to refuse the refund.

4.Withdraw

1). Withdraw Process and duration
Step1
Click Account-Balance-Cash Account-Withdraw-Fill in withdraw amount

Step 2
Fill in bank account information

Step 3
Saramrt processing withdraw request within 5 business days 

Step 4
Bank Process the refund within 7-14 business day

Please note:

    ① . In order to ensure the refund processed smoothly, please fill in correct bank account information;

    ② . The Cardholder  name should keep same as the name when issuing the card with certification;

    ③ . The duration for processing time above is for reference, and the specific time for the refund to appear in account depends on the bank and payment institution operation.

2). Withdraw Limitation
    ①．The amount in Saramrt Vocher account and coupon account can not support withdraw;

    ②．Payment completed before 180 days can not support withdraw to original payment account. If need to refund to bank account, please submit withdraw request with complete information.

    ③.  Payonline order don’t support to withdraw to different card or different account, and even don’t support to withdraw by different payment method.

3). Withdraw Status Check
   Click Account-Balance-Transaction-Withdraw , and then Check Transfer to check the invoice.

    Usually the withdraw amount will be processed to customer account within 7-14 business days. If exceed the duration, the withdraw amount still doesn’t appear in account, please contact the bank and provide the ARN No, and ask the bank to check the withdraw status.

   Hacoo reserves the right of final interpretation of the terms mentioned above.

   This Policy may be updated from time to time.

If there is an error in the Account-Customer Service, you can choose to contact the customer service email:service@d-opp.com