Return & Refund Policy
Hakka Brothers Corp®
Return & Refund Policy
We want every purchase from Hakka Brothers to be clear and straightforward. Please review the return requirements, applicable fees, refund process, and warranty terms below before submitting a return request.
30-Day Return Request Window
Quick Summary
Key Return Requirements
Please contact us before shipping any return. Eligibility, return fees, shipping responsibilities, and warranty coverage depend on the reason for return and product condition.
30
Calendar Days
Eligible non-defective returns must be requested within 30 calendar days after delivery.
14
Days to Ship
Approved returns must be handed to the carrier within 14 calendar days after return instructions are emailed.
30%
Residential
Restocking fee for eligible non-defective returns from residential deliveries.
20%
Commercial
Restocking fee for eligible non-defective returns from commercial deliveries.
Return Process
How to Request a Return
Please contact us for approval and return instructions before shipping any product. Unauthorized returns may be declined or experience processing delays.
01
Contact Us First
Email order@hakkabros.com with your order number, product details, reason for return, and supporting photos when applicable.
02
Receive Approval
If your return is approved, we will email complete return instructions, the applicable return label or freight arrangements, and your required ship-by date.
03
Ship Within 14 Days
Approved returns must be handed to the carrier within 14 calendar days after we email the return label and complete instructions. Please retain proof of carrier acceptance.
04
Inspection & Resolution
Authorized returns are normally inspected and an approved refund or written decision is issued within 10 business days of warehouse receipt.
Return Requirements
Condition & Packaging
Non-Defective Returns
New & Unused Condition
Non-defective returns must be in new, unused condition, with all original tags, accessories, manuals, and components. Products that have been used, modified, or damaged by the customer may be ineligible for return.
All Returns
Secure Packaging Required
All returns, including defective machines and warranty returns, must be securely packed in a suitable shipping box with adequate protective materials.
Freight equipment may also require a crate or pallet as instructed. Unpackaged equipment cannot be collected.
Use the original packaging whenever possible. If it is unavailable, contact us before shipping to confirm suitable replacement packaging. Missing the original box alone does not void applicable warranty coverage.
Important Deadline
14-Day Shipping Deadline
Approved returns must be handed to the carrier within 14 calendar days after we email the return label and complete instructions. Your authorization email will specify the ship-by date.
Printing a label or scheduling a pickup does not count as shipment. Please retain proof showing that the carrier accepted the return.
Late non-defective returns may be declined unless an extension applies. Contact us before the deadline if you need assistance. Delays caused by Hakka Brothers or our designated carrier will not count against you.
Fees & Shipping
Non-Defective Return Fees
30%
Residential Deliveries
Restocking fee for eligible non-defective returns.
20%
Commercial Deliveries
Restocking fee for eligible non-defective returns.
Restocking fees are based on the returned merchandise price after discounts, excluding tax and shipping.
Original shipping charges paid at checkout are non-refundable.
Customers are responsible for return shipping on non-defective returns. Any applicable return label or freight charge will be disclosed before shipment.
Defective, Damaged or Incorrect Items
Different Rules Apply When There Is a Product Issue
Contact us promptly with your order number and details of the issue. For approved returns involving an item that arrived defective, damaged, or incorrect, we will arrange return shipping without a restocking fee.
The “new, unused” requirement does not prevent a valid defect or warranty claim.
Inspection & Refunds
What Happens After We Receive Your Return
We normally inspect authorized returns and issue an approved refund or written decision within 10 business days of warehouse receipt. We will notify you if additional assessment is needed.
Any deductions for missing parts or customer-caused damage will be explained and itemized.
Refunds are issued to the original payment method unless another option is agreed. Replacements or store credit may be available by agreement. Bank and card processing times vary.
Final Sale & Warranty
Warranty Coverage by Product Type
Refurbished and Clearance products are Final Sale and are not eligible for non-defective returns or exchanges. Both remain covered by a 3-month limited warranty.
| Product Type | Warranty From Purchase Date |
|---|---|
| Regular new products, excluding Clearance | 1 Year |
| Refurbished products | 3 Months |
| Clearance products, including new clearance items | 3 Months |
The limited warranty covers parts repair or replacement for defects in materials or workmanship under normal use. Final Sale restrictions do not remove warranty coverage or rights required by applicable law.
Need Assistance?
Contact Our Support Team
For return, refund, warranty, or order-related questions, please contact Hakka Brothers Customer Service.
Email
Customer Service
Send your order number, contact information, product details, reason for return, and supporting photos when applicable.
order@hakkabros.com
Call
Phone Support
Contact us for questions regarding an order, return, refund, or warranty request.
800-960-7618+1 510-838-5973
Return Policy PDF
Official Document
View or download the detailed Hakka Brothers Return & Refund Policy document.
Download PDF →Important Notes
Please contact Hakka Brothers before returning any product. Returns sent without approval may be declined or experience processing delays.
Printing a return label or scheduling a pickup does not count as shipment. The product must be accepted by the carrier within the applicable return deadline.
Refund processing times after issuance may vary depending on your bank, card provider, or payment method.
Please use only the return address provided in your written return authorization.
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