Refund and Returns Policy
Effective Date: November 9, 2026
At Hgkws, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we are here to help.
This Refund and Returns Policy explains the conditions and procedures for returning products, requesting refunds, and resolving order-related issues.
By placing an order through https://www.hgkws.com/, you acknowledge that you have read and understood this policy.
1. Return Period
We offer a 30-day return period.
You may request a return within 30 days from the date your order is delivered.
To qualify for a standard return, the following conditions generally apply:
The product must be unused and in its original condition.
The product must be returned with its original packaging, accessories, manuals, and included components, where applicable.
The product must not show signs of damage caused by improper use, misuse, or unauthorized modification.
Proof of purchase, such as an order number or purchase confirmation, must be provided.
For hygiene and product condition reasons, used products may not qualify for a standard change-of-mind return.
However, this restriction does not limit your rights regarding defective, damaged, incorrect, or otherwise nonconforming products under applicable law.
Please contact us before sending any product back.
2. Products Eligible for Return
Our return policy applies to products purchased directly through the official Hgkws website.
You may request a return if:
You changed your mind about your purchase.
You ordered the wrong product.
The product does not meet your expectations.
You received an incorrect product.
The product arrived damaged or defective.
All return requests will be reviewed in accordance with this policy and applicable consumer protection laws.
3. Damaged, Defective, or Incorrect Products
We want every customer to receive the products they ordered in satisfactory condition.
If your aroma diffuser arrives damaged, defective, or different from the product you ordered, please contact us as soon as reasonably possible.
Please provide:
Your order number;
A description of the problem;
Clear photographs or videos showing the damage or defect, if available;
Your contact email address.
After reviewing your request, we may offer an appropriate resolution, including:
A replacement product;
A repair, where appropriate and available;
A full refund;
Another mutually agreed resolution permitted by applicable law.
If the issue is confirmed to be caused by a defective product, shipping damage, or an error on our part, we will cover reasonable return shipping costs where a return is necessary.
Nothing in this policy limits any mandatory consumer rights or remedies available under applicable law.
4. How to Request a Return
To initiate a return, please follow these steps:
Step 1: Contact Our Customer Service Team
Send an email to:
Please use the subject line:
Return Request – Order #[Your Order Number]
Step 2: Provide Your Order Information
Include the following information in your email:
Full name;
Order number;
Email address used when placing the order;
Product name;
Reason for the return;
Supporting photographs or videos, if applicable.
Step 3: Wait for Return Instructions
Our customer service team will review your request and provide return instructions, including the appropriate return address if your return is approved.
Please do not send products to our registered business address unless we specifically instruct you to do so.
Step 4: Ship the Product Back
Once you receive return authorization and instructions, carefully package the product and send it to the designated return address.
We recommend using a shipping service that provides tracking information and keeping your return shipment receipt.
5. Return Shipping Costs
Return shipping costs are handled as follows:
Change-of-Mind Returns
For returns due to personal preference, ordering mistakes, or other reasons not caused by an error on our part, the customer is generally responsible for the return shipping costs.
Defective, Damaged, or Incorrect Products
If a product is confirmed to be defective, damaged upon arrival, or incorrectly shipped due to our error, Hgkws will cover reasonable return shipping costs where a return is required.
We will provide further instructions after reviewing your request.
Original shipping charges and other delivery-related fees will be handled in accordance with applicable law and the circumstances of the return.
6. Refund Policy
Once your returned product has been received and inspected, we will notify you of the refund decision.
If your refund is approved:
The refund will generally be issued to the original payment method.
We will initiate the refund within 10 business days after approving the return.
The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.
If you have not received your refund after the expected processing period, please first check with your payment provider.
If the issue remains unresolved, contact us at [email protected].
Refunds required by applicable law will be processed within the legally required timeframes.
7. Partial Refunds
In certain circumstances, a partial refund may be appropriate where permitted by applicable law.
Examples may include:
Products returned with missing components or accessories;
Products showing damage caused by improper handling after delivery;
Products returned in a condition that does not meet the disclosed return requirements.
Any applicable deduction will be assessed individually and communicated to the customer before the refund is finalized.
We will not apply unauthorized or undisclosed restocking fees.
This section does not apply to restrict refunds or other remedies for defective, damaged, incorrect, or nonconforming products where full remedies are required by law.
8. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at:
Before Shipment
If your order has not yet been shipped, you may request cancellation.
If the cancellation is approved, the payment will be refunded to your original payment method.
After Shipment
Once an order has been shipped, it generally cannot be canceled through our order processing system.
You may contact our customer service team to discuss the available return options after delivery.
If we cannot ship an order within the time originally promised, or within the applicable period required by law, we will provide the required delay notice and cancellation and refund options in accordance with applicable law, including the FTC Mail, Internet, or Telephone Order Merchandise Rule where applicable.
9. Exchanges
If you receive a defective, damaged, or incorrect product, please contact us for assistance.
Depending on product availability and the circumstances, we may arrange a replacement or another appropriate resolution.
For requests to exchange a product due to personal preference, please contact our customer service team to discuss available options.
10. Non-Returnable Situations
Unless otherwise required by applicable law, the following situations may not qualify for a standard change-of-mind return:
Products that have been used or operated beyond what is reasonably necessary to inspect them;
Products damaged due to misuse, improper installation, unauthorized modification, or failure to follow product instructions;
Products missing essential components or accessories;
Products returned without prior communication or the required return instructions.
These restrictions do not eliminate any rights you may have concerning defective, damaged, incorrect, or misrepresented merchandise under applicable law.
11. Late or Missing Refunds
If you have not received an approved refund, please take the following steps:
Check your original payment account.
Contact your bank or credit card provider to ask whether the refund is still being processed.
Contact your payment provider if additional processing time is required.
If you still have not received your refund, email us at [email protected].
We will make reasonable efforts to help resolve refund-related issues.
12. Consumer Rights
This Refund and Returns Policy is intended to comply with applicable United States federal and state consumer protection laws.
Nothing in this policy is intended to waive, exclude, or restrict any consumer rights that cannot legally be waived or restricted.
If any provision of this policy conflicts with mandatory consumer protection laws applicable to your purchase, the applicable law will prevail.
Customers may also have additional rights under the laws of their state of residence.
13. Contact Us
If you have questions about returns, refunds, exchanges, or order cancellations, please contact our customer service team.
Brand Name: Hgkws
Company Name: Hefei Qinwei Technology Co., Ltd.
Website: https://www.hgkws.com/
Customer Service Email: [email protected]
Business Address:
Room 817, Building 1-2, Minshang International Trade Center, No. 277, East Street, Qilizhan Subdistrict, Yaohai District, Hefei City, Anhui Province, China.
We appreciate your business and will do our best to provide a fair and helpful resolution to your concerns.
Thank you for shopping with Hgkws.
Hgkws Customer Service Team