Return & Refund policy
Hacoo offers free return&refund service for most products within 15 days after receiving.
15 Days No Reason Return
If you are not satisfied with your purchase, and the product is still in brand new condition, we can arrange the refund of the item price. You will be responsible for paying the return shipping fees. Please submit a "Return or Exchange" ticket within 15 days of the order being received.
*Note: Items that can be returned/refunded within 15 days of receiving must follow the criteria as below:
- Items are in the original packing with tags.
- Items are in brand new condition: unwashed, unworn, unused, and unaltered.
Cancellation Period:
- Order has been placed, but not shipped.
- The order has been placed and shipped: Within 15 days after receiving the goods.
*Before Making a Return Request
For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.
If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation.
Details for customer's personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls & emails
* Customer refuses to accept package/pay tax fee/ complete customs clearance
* Didn't collect package by the deadline
1. Return & Refund Service process:
If you find that the product is damaged / defective / incorrect after receiving the package, we will review the Return & Refund application within 24 hours and give feedback to the customer. The related costs (such as freight/packaging costs) will be borne by us.
In some situation we will refund money to the customer and ask them to keep the products (no need to be returned) ; or in some situation we will ask the customer to return the products to the Hacoo warehouse and refund money to them according to the Return & Refund Policy.
Return & Refund process is as follows：
How to apply for Return & Refund:
2. Special products Return & Refund instructions:
| Category | Return&refund conditions |
| Branded mobile phones, laptops, Bluetooth earphone and other electronic products | If the product package is opened, or the product is activated, Return & Refund Service are not supported |
| Kitchen Appliance and Home appliance | Should be packed with the original seal, unopened |
| Underwear, cosmetics, and some personal care products | Return & Refund are not supported. If you encounter wrong items or quality problems, you can apply for Return & Refund Service, or contact customer service to apply. |
3. Refund time limit description:
| Processing time | 24 hours | Hacoo will review the refund application and give feedback within 24 hours，and the holiday or promotion period will be extended. |
| Refund processing time | 8-15 working days | It will take 8-15 working days to credit card. |
5-7 working days | It will take 5-7 working days to PayPal. |
For more questions, please visit terms & conditions