Return & Refund Policy
- Return & refund application needs to be filed within 30 days from the shipped out date.
- We support order cancellation before shipping.
- We don’t accept non-defective remorse returns.
- If the item was delivered damaged or defective, you do not need to return them.
- We don't offer warranties to retailers.
Delayed in transit/No tracking info.
If there is no update of the tracking info for more than 15 business days (from the time in the logistics website tracking info), the buyer shall contact sales@hoovingstovers.com or contact us through our agent with contact message for a solution. Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
Destroyed in transit
If the order is damaged in transit, i.e. tracking showing damage occurred during transit, the buyer can request refund with the screenshot of tracking as a proof.
Returned to sender(except case: wrong shipping address left on orders)
If tracking shows the order returned to sender, the buyer can request a full refund or a redelivery. The supplier may refuse the refund application if the order returned to sender due to incorrect or imcompleted shipping address.
Delivered but not received
If the tracking info shows “Delivered” while the package is not received, you should contact us for settle within 30 days after the delivery date. You shall provide screenshots of tracking status showing “Delivered”. Under various circumstance:
a/ The receiving address is inconsistent with the shipping address The supplier will resend the product or refund the order amount.
b/ The receiving address is consistent with shipping address The supplier will provide shipping label only. Note: Since the courier companies don’t provide signature service, as long as the tracking info shows “Delivered”, the supplier has the right to reject the refund application.
Damaged or Broken, Stains/Minor scratch/Poor quality, etc., Not as described (size/color/style), Wrong item received, Missing Item/accessories
Received Wrong Item Mistakes happen. If you receive the wrong products, you should send photos of the product received, and photos of the shipping label as proof to the supplier. If you do not wish to keep the products, the supplier will send you a shipping label to send the goods back. Once the supplier receives the goods back, they will ship the correct product you ordered. You are also eligible for a full refund. Once you return the wrong products to the supplier in good condition, they will issue the full refund. The supplier is in charge of the return shipping fees. The supplier may refuse the refund application if you fail to provide proof in time.
Partial Items Shipped When you received your package and find that part of product isn't included, you should immediately send photos of all the parts received and photos of the shipping label to the supplier. Ask the supplier to ship the missing item or issue a refund. You could choose to keep the products and our suppliers will issue a partial refund based on what you have received. You can also return the products in good condition for a full refund. Return shipping fees is the supplier's responsibility. The supplier may refuse the refund application if you fail to provide proof in time.
Products With Quality Issues/Broken Products When you received your package and find broken products or products with quality issues, you should contact our suppliers and send photos of shipping label, and photos or videos of broken product/product issues being continuously displayed) as proof to the supplier. In this case our suppliers would issue a 100% refund to you after you return the products in good condition. If you choose to replace the products, please return the products with the quality issues to the supplier's warehouse first. After the goods are received and inspected, the replacement products will be shipped. The supplier may refuse the refund application if you fail to provide proof in time.
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