Returns and Cancellation Policy

Effective Date: July 12, 2026

Company: Xiamen Zhenrui Technology Co., Ltd.
Brand: HFJIAJIAO
Website: hfjiajiao.com

This Returns and Cancellation Policy is provided by Xiamen Zhenrui Technology Co., Ltd., the legal entity operating the HFJIAJIAO brand and the website hfjiajiao.com.

Approved refunds are processed under our separate Refund Policy. Please review that policy for refund eligibility, amount, method, and timing.

Order Cancellations and Changes

To seek an order cancellation or modification, please contact us as soon as possible at service@hfjiajiao.com. Include your order number and clearly describe the requested change.

We will make reasonable efforts to accommodate your request. Once an order has moved into processing, production, or dispatch, however, we cannot guarantee that it can still be changed or cancelled.

Personalised, bespoke, or made-to-order items may enter preparation or production shortly after confirmation, so please review item selections, quantities, personalisation details, billing information, and delivery information before placing an order. If an order is successfully cancelled before fulfilment, the applicable amount will normally be refunded to the original payment method.

Return Request Period

You may request a return for an eligible item within 30 days after delivery.

A return request is not automatically approved. Please contact us before sending anything back and wait for written approval, return instructions, and the applicable return destination. Items sent without prior approval may be refused, or may delay or prevent the return and refund process.

Eligibility for Change-of-Heart Returns

To qualify for an approved return due to a change of heart, an item must generally be unused and free of damage; not have been altered or modified, and not assembled in a way that prevents resale; be returned in its original packaging where reasonably possible; include all original parts, hardware, fittings, accessories, instructions, and promotional items; and be accompanied by valid proof of purchase.

Because much of our range is used in the garden, porch, or patio, we treat some conditions as making an item non-returnable. An item that has been driven into the ground, fixed to a wall or fence, or cut to size can no longer be resold and is not eligible for a change-of-heart return.

We may adjust or decline a refund if a returned item shows signs of wear, damage, alteration, missing contents, improper assembly, or handling beyond what is reasonably necessary to inspect it, except where the condition resulted from our error or where applicable law provides otherwise.

Personalised, Bespoke, and Made-to-Order Items

Personalised, bespoke, or made-to-order items are generally not eligible for return because of a change of heart; because an incorrect option or personalisation detail was selected by the customer; or because of dissatisfaction unrelated to a product fault or order discrepancy.

This restriction does not apply when an item arrives damaged, faulty, incorrectly produced, incomplete, or materially different from the order the customer confirmed.

Damaged, Faulty, Incorrect, or Incomplete Items

If an order arrives damaged, faulty, incorrect, incomplete, or materially different from what you ordered, please contact us promptly and provide your order number; a clear description of the issue; photographs or videos showing the item and the problem; photographs of the shipping label and outer packaging where relevant; and confirmation of your delivery address.

Please do not discard the affected item or its packaging while your request is under review unless our customer service team instructs you otherwise.

After reviewing the information, we will provide an appropriate resolution. Depending on the circumstances, product availability, and applicable law, this may include sending a missing part or item; providing a replacement; arranging an exchange; or issuing a refund for the affected item. If the issue is confirmed to have resulted from our error or our fulfilment partner’s error, we will cover the approved replacement or return shipping costs.

In some situations we may resolve an issue without requiring the original item to be returned. Please do not assume that a return is unnecessary unless our customer service team confirms this in writing.

Return Shipping Costs

For an approved change-of-heart return, the customer is responsible for return shipping costs. For a confirmed damaged, faulty, incorrect, or incomplete item, we will provide applicable instructions and cover the approved replacement or return shipping costs.

If we instruct you to purchase return postage for a merchant-responsible return, please keep the receipt, and we will reimburse the approved reasonable cost after receiving the requested documentation.

HFJIAJIAO does not impose a restocking charge. For customer-paid returns, we recommend using a traceable delivery method, because we are not responsible for a return that is lost or damaged before it reaches the approved return facility, except where applicable law provides otherwise. Please do not send a return using payment on delivery or another service that requires us to pay an unauthorised amount when the parcel arrives.

Return Approval and Return Destination

Always contact us before returning an item. The appropriate return facility may vary depending on the item, order, and customer location. After your return request is reviewed and approved, we will provide the applicable return destination and instructions by email.

Our registered corporate address is not the standard returns address. Do not return an item to the registered address, or to an address printed on the original parcel, unless our customer service team specifically instructs you to do so. Items sent to an unapproved or incorrect address may be refused, delayed, lost, or returned to the sender.

Approval of a return does not guarantee a refund. The returned item must still be received and inspected unless we confirm in writing that a return is not required.

Exchanges

Exchanges are subject to item availability. For an ordinary change-of-heart exchange, the original item must be returned and inspected before a replacement is processed, and the customer is responsible for the applicable return shipping and new shipping costs.

For a confirmed damaged, faulty, incorrect, or incomplete item, we will provide an appropriate resolution and cover approved exchange-related shipping costs. Depending on the circumstances, we may not require the original item to be returned, and our customer service team will confirm this in writing. If the requested replacement is unavailable, we may issue an eligible refund and invite you to place a new order.

Return Inspection

After an approved return arrives, we will inspect the item and notify you whether the refund has been approved. The inspection may consider whether the correct item was returned; the item’s condition; whether it shows signs of wear, use in the ground or on a wall, assembly, alteration, or damage; whether original components, hardware, and accessories are included; the stated reason for return; and whether the return followed the approved instructions. If additional information is reasonably required, we may contact you before making a final decision.

Incorrect Addresses and Undeliverable Orders

Customers are responsible for providing complete and accurate delivery information. If a parcel is returned or cannot be delivered because of an incorrect or incomplete address, refusal by the recipient, failure to collect the parcel, repeated unsuccessful delivery attempts, failure to pay applicable customs charges, or another reason attributable to the customer, the following conditions apply:

Refund eligibility is assessed after the parcel is returned and inspected;

Applicable return shipping, customs, and handling costs may be deducted from an eligible refund where permitted by law;

Original shipping charges are not normally refunded; and

If redelivery is requested, the customer is responsible for the applicable redelivery charge.

These conditions do not apply when non-delivery resulted from our confirmed error or the carrier’s confirmed error.

Refund Reference

Approved refunds are processed under our Refund Policy. Please review the Refund Policy for refund eligibility, amount, method, and timing.

Contact and Company Information

For cancellation, return, exchange, or refund assistance, contact our customer service email address at service@hfjiajiao.com. Please include your order number and the email address used at checkout. Our customer service hours are Monday to Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM(U.S. Central Time, CST/CDT).