To create a great trading environment and improve the services of HEDOMI, HEDOMI hereby issue the general policy to shipping, return and refund behavior. This Policy applies to all users on HEDOMI.

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Accept:

HEDOMI reserves the right to update the rules when necessary, and the updated version will be published on HEDOMI with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by HEDOMI immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by HEDOMI .

For after-sales issues, buyers should file a return & refund application within 30 days from the delivery day.

Once the buyer submits the after-sales application, he/she needs to provide evidence (as the clause said below) to the HEDOMI . If the buyer cannot provide compelling evidence in time, the HEDOMI have the right to reject the refund or return the application.

All items must be returned in good condition with original box/packaging, including manufacturer tags, parts, and accessories.

Whether the evidence is compelling or not will ultimately be determined by HEDOMI .

Under Various Circumstances:

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1. Not shipped after processing time

The buyer has the right to apply for a full refund for the order that was not shipped out beyond the processing time (subject to the estimated processing time displayed on the order page).

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2. Wrong receipt information

• If the buyer fills in the receiving information incorrectly, please contact the customer service in time to confirm whether the goods have been shipped.

• If item is not shipped, the buyer can update the delivery address with the correct information.

• If the goods have been shipped, the buyer needs to contact their logistics company to redeliver.

• If the refund request is approved, the buyer must return the product at his own expense and upload the return tracking information in a timely manner. After HEDOMI receives the returned goods without any damage, part of the order amount will be deducted as the cost of repackaging and restocking.

• If the goods cannot be redistributed or returned, the buyer shall bear the corresponding losses.

Note: In this case, HEDOMI has the right to refuse the refund application.

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3. Non-Defective Products

If the buyer applies for a return and refund for non-defective products the buyer must send back the product at his/her own expense and upload the return tracking info in time. After the HEDOMI receives the returned items without any damage, a portion of the order amount will be deducted as the repacking & restocking fee. Note: the HEDOMI has the right to reject the refund application under this circumstance.

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4. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)

If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems),He / she shall contact HEDOMI customer service or handle the receiver within 5 working days from the date of delivery. And provide evidence to prove the problem (pictures of broken products and package outer box with a shipping label on it). The HEDOMI may refuse the refund application if the buyer fails to provide compelling evidence in time.

For any problem raised in the process of using the product, Buyers should contact HEDOMI for communication within 30 days from the date of shipment, and provide relevant pictures or videos as evidence. If the feedback time is more than 30 days from the delivered time, or the buyer provides insufficient evidence, the HEDOMI may refuse the refund application if the buyer fails to provide compelling evidence in time.

If the HEDOMI agrees to refund, the buyer shall return the goods in time and upload the tracking number. The HEDOMI will refund in full upon receipt.

If the buyer agrees to resend, the buyer shall return and upload the tracking number in time. The HEDOMI will reship the product upon receipt. If both parties failed to reach an agreement, the buyer shall contact HEDOMI and provide relevant evidence (picture or video of the problem goods). Once the evidence is verified, HEDOMI will proactively assist the buyer to get a corresponding refund.

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5. Logistics issues

5.1 Invalid tracking information

If HEDOMI verifies that the tracking number is incorrect, the buyer should contact us in time. Check and re-give an accurate tracking number

5.2 Untimely tracking info updates

If there is no update of the tracking info for more than 10 business days (from the time in the logistics website tracking info),buyers should contact HEDOMI customer service or docking person in time to negotiate a solution. Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

5.3 Package not received

If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide proof of delivery, Buyers should contact HEDOMI customer service in time

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6. Others

When encounter holidays, covid-19, abnormal weather, or other abnormal situations, Buyers should contact HEDOMI customer service or docking staff in time to solve the goods or logistic issues.

For any issue received, HEDOMI will make a judgment based on the facts. The maximum judging time is two weeks after HEDOMI intervened.

For return issues, please contact the corresponding customer service first to match the nearest warehouse.

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7. For Any Questions Please Contact Us

support@hedomi.com

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