Return & Refund Policy

At HAINANS, we prioritize customer satisfaction and strive to make your shopping experience as smooth and worry-free as possible. We provide a clear, transparent, and fair return and refund process so that you can shop with confidence.

1. Return & Exchange Eligibility

Customers may request a return or exchange within 30 days of receiving their order.

To qualify for a return or exchange, the product must:

  • Be unused, undamaged, and in original condition;

  • Include all original packaging, accessories, manuals, and included items;

  • Remain in a condition suitable for resale.

Returns and exchanges will not be accepted if:

  • The product shows signs of use, damage, or missing components;

  • The request is submitted after the 30-day period.

Important: This policy applies only to regular products and does not include promotional or limited-time items.

2. How to Initiate a Return or Exchange

Step 1: Contact Customer Service
To start a return or exchange, contact our team using at least two methods of communication:

Please provide:

  • Your order number

  • Reason for return or exchange

  • Photos of the product if it is defective, damaged, or incorrect

Step 2: Receive Return Instructions
Our customer service team will review your request and send detailed return instructions via email, including the authorized return address.
Do not ship items to the original shipping address or any other address listed on the package or website, as unauthorized returns will not be processed.

Step 3: Package & Ship

  • Carefully pack the item to prevent damage during transit. Original packaging is recommended.

  • Follow the shipping instructions provided by our team.

3. Return Shipping & Fees

  • Defective items, incorrect shipments, or other HAINANS errors: HAINANS will cover the full return shipping cost.

  • Returns for personal reasons (e.g., changed mind, wrong model, preference change): the customer is responsible for return shipping.

Return Service Fee: All approved returns are subject to a 10% service fee based on the product price, which covers handling, inspection, and payment processing.

4. Refund Processing

  • Once the returned item is received and inspected, refunds are issued within 7 business days to your original payment method.

  • You will receive a confirmation email when the refund has been successfully processed.

  • Original shipping fees are non-refundable.

5. Exchanges

  • If you request an exchange for a different color, size, or model, the replacement will be shipped after the returned item passes inspection.

  • Shipping for exchanged items follows the same rules as above regarding responsibility for shipping costs.

6. Customer Responsibilities

To ensure a smooth return or exchange:

  • Inspect your product immediately upon delivery and report any damage or defects.

  • Keep the return tracking number until the process is complete.

  • Retain all original packaging, accessories, and manuals.

  • Ensure accurate shipping information is provided when sending back the item.

7. Contact & Support

For any questions regarding returns, exchanges, or refunds, you can reach us:

  • Email: service@hainans.store

  • Phone: +1 (213) 935-7857

  • Mailing Address:
    Room A-10249, 5th Floor, Building 1 (South Gate), Dingzhi Communications Co., Ltd., No. 197 Chuangye Avenue, Jinggangshan Economic and Technological Development Zone, Ji’an City, Jiangxi Province, China

Business Hours: Monday–Friday, 9:00 AM – 6:00 PM (EST)

Our team is committed to providing professional and prompt support to resolve any issues quickly.

8. Important Notes About Returns

  • Only returns sent to the authorized return address provided via email will be accepted.

  • Unauthorized returns or items sent to the original shipping address or any self-selected address will be rejected.

  • Any additional shipping costs due to incorrect addresses or failure to follow instructions are the responsibility of the customer.