Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return. We strive to deliver you the best in quality and value. If for any reason you are not satisfied with your order, we are happy to take back the product and issue you a full refund of your purchase.
How to return and get a refund/replacement?
- Step 1: Please contact our Hakka customer service (Email: order@hakkabros.com ) and provide the reason and the necessary pictures or videos to verify your order issue.
- Step 2: Our customer service team investigate and offer a solution based on our policy.
- Step 3: Both parties reach an agreement on the solution, and our customer service team provide the return information.
- Step 4: Return the product (if required). When our warehouse receives the return, our customer service team will operate the refund/replacement. And you will receive the refund within 2-10 business days. The exact time depends on your card issuer.
Please see our detailed return policy: Return Policy
Reasons Free Returns Are Not Supported
Please note: For the following situations, customers are responsible for return shipping and restocking fees.
| Return Reason | Notes |
|---|---|
| Arrived Too Late | If delivery is delayed due to factors beyond Hakka's control, free returns are not offered. |
| Changed Mind / Ordered Wrong / Price Changed | Includes situations where the customer does not want the item, placed the wrong order, changed their mind after receiving the item, or found a better product elsewhere. |
| Does Not Meet Expectations / Shipping Costs Too High | If the product does not meet your expectations or shipping costs are higher than expected, free returns are not available. |
| Missing or Non-Standard Manual | Please contact Hakka to request a digital or video manual. |
| User Error | Any damage caused by user mishandling or ordering the wrong product is not covered by Hakka’s warranty. |
Late or Missing Refunds
Please understand that we issue refunds as soon as your refund request is approved – meaning the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time for the refund to be officially posted. Next, contact your bank. There is often some processing time before a refund is posted. Some credit card companies may take up to 30 days to show that the refund has been returned to your card. If you’ve done all of this and still have not received your refund, please contact us.
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