For whatever reason:
Within 30 days from receiving your product you may return it (at your expense – shipping is not refundable in either direction) for a refund, provided the criteria below can be met:
- Your product is not marked or damaged in anyway
- You are the original purchaser
- Return the product in its original packaging
- All items are returned. Any missing items from your original order void this offer
- We only accept returns for items that have not been fitted or used
- You have contacted us and made us aware, before initiating the return process at pan@henchrods.com
- Customized and built to order products, including pre order specials are not applicable for returns or refunds.
- If you order a product, your credit card is charged immediately, if you choose to cancel the order when the order has been processed, a 5% cancellation fee will be charged and the remaining amount will be credited back to you
- 30 day returns are valid from the date tracking says you received the goods. It is not 31 days, 35 days, 60 days. Just the 30 days
- All returns are to be labelled as a return with a dollar value of $100 USD or less. Valuing the product over this may incur Chinese custom charges which will be payable by YOU. As we are not purchasing the returned item from you this is a strict requirement.
- Failure to pay customs and importation duties may result in your order being destroyed or returned to our warehouse in China. Any return freight expenses will be deducted from your refund as required. Please note we treat failure to pay customs or importation costs the same as a returned item, the items purchased must be returned to us and inspected by us before a refund is granted. If the item is destroyed by customs, no refund will be granted. If the freight costs exceed the value of the purchase, no refund is granted.
Upon receiving and inspecting your returned goods we will refund your purchase, provided the above criteria are met. Please note, we can only refund the same method of payment you placed your order (ie Credit Card or PayPal account you used).
The return of the goods, the method of freight and the risk involved in freighting your returned goods are entirely YOUR responsibility. We will NOT be held responsible for any damage in transport, loss of goods. We suggest you take insurance and fully track the goods.
For goods marked or damaged in transport:
We understand sometimes the transport companies can be pretty rough and dodgy! This is beyond our control.
If you receive your item and are not satisfied with the quality due to damages in transport, you may opt to return them, please contact us prior to doing so.
Refunds:
We refund items only once the return and inspection is complete and found to be in a satisfactory condition.
We do not offer refunds for items that are delayed in transport, this is beyond our control, and although frustrating for you to have delayed goods, it is not feasible for us to refund just because an item is delayed. International transports always have different situations. So there is sometimes delays between depots.
We support you all we can in finding lost parcels, but we do not refund “delivered” goods, even if you claim you have not received it. Please be aware of this before you order.
Pre orders are not eligible for refunds until the item is ready for shipping (the pre order is complete). Sometimes pre orders are delayed in production, THIS IS A RISK WITH PRE ORDERS you need to be aware of before placing your Pre order. It is only because we are using the Pre Order revenue to fund the first production costs and it is unfair on others who are also waiting on their Pre Order patiently.
Return Address (best for express services):
Shanghai Hentch Imp & Exp Co Ltd
Room 710, No. 1112 Hanggui Road,
Shanghai, China- 201804
WhatsApp Phone +8613524791620
Google Voice: +1 (631)500-5020
Working time: 9:00am-5:00pm UTC+8 (Monday-Friday)