Refund policy
I. General Principles
- Refund Conditions Unless the product has quality issues, all sales are final. Customers are entitled to a refund or replacement only if the product received is defective, damaged, or not as described. We only accept returns for manufacturing defects. Buyers must submit evidence of the quality issue within 14 days of receipt, such as photos, HPLC report, or other experimental data, etc.
II. Refund Process
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Claim Submission
Customers must submit a refund request via email or the website portal within 14 calendar days after receiving the product, accompanied by evidence of the quality issue. -
Review and Resolution
We will review the claim within 5 business days. If approved, a full refund or replacement will be issued. Refunds will be processed to the original payment method after we have received the returned products.
III. Exceptions
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Non-Refundable Items
oCustomized or personalized products; oProducts damaged due to improper use by the customer. -
Currency of Refund
All refunds shall be settled in the original transaction currency.
IV. Malicious Returns
Three fraudulent quality claims within three years will result in permanent revocation of return privileges.
V. Governing Law and Dispute Resolution
- This policy is governed by the laws of California, with express exclusion of the CISG.
- The resolution of disputes under this policy shall be governed by the laws of the State of California, United States (excluding its conflict of laws principles). Any disputes arising from or relating to this policy shall be submitted to the exclusive jurisdiction of the federal or state courts located in California.
- This policy is based on California Time (Pacific Time Zone).
VI. Policy Updates
We reserve the right to modify this policy. Continued use of our services constitutes acceptance of the revised terms.
Effective Date: 31/03/2025
Contact Information: privacy@hongene.com
Note:
- This policy does not exclude consumers' statutory rights under applicable laws