Refund Policy
Here at Havanex our customers are important to us and we want you to be happy with your purchase.
It’s important that you inspect your goods as soon as possible after they have been delivered.
Please review the following policies carefully.
Havanex offers a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. The products need to be returned to Havanex if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Havanex will make a refund, resend, or accept the return for any of the following cases:
1. Orders not Received.
Havanex will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If You do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, Havanex takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Havanex will put the products in your private inventory and will not refund them when we receive the returned items.
c. Havanex cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
2. Products Damaged.
Havanex offers a full refund or a replacement if packages arrived are badly damaged.
Havanex offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Havanex cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, You should complain to us within 5 days after packages are delivered.
d. For electronic products, You should complain to us within 10 days after packages are delivered.
3. Incorrect or Missing Products.
Havanex has a strict quality control process before products are dispatched. Havanex will deal with incorrect or missing products as follows:
a. For incorrect products, Havanex offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Havanex offers a refund or resend if you do a complaint including name, content and date.
c. For parts missing which doesn’t affect product function, Havanex may refund partially or resend the missing part; for parts missing which affect product function, Havanex will resend the product only.
d. For accessories, Havanex will resend the accessories.
Notes:
For size problem, Havanex will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
4. Orders Cancellation.
For orders cancellation, Havanex offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Havanex has planned and prepared for you after payment.
Prior to returning the item, please contact us on havaneex@gmail.com and we will guide you through our simple returns process.