Return Policy
Welcome to Hushwing-store.com!
Thank you for shopping with us. To clarify the rights and responsibilities of both parties, standardize order cancellation and after-sales handling, and improve processing efficiency, all orders, returns, refunds, replacements, reshipments, missing-part claims, shipping issue claims, and warranty requests are subject to this Policy. By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Policy.
1. General Principles
All cancellation requests, return requests, refund requests, replacement requests, reshipment requests, missing-part requests, and all other after-sales claims are subject to our review and final approval.
We reserve the right to determine the most appropriate solution based on the order status, logistics status, product condition, the nature of the issue, supporting evidence, responsibility allocation, resale feasibility, whether insurance was purchased, and any actual costs incurred.
To the maximum extent permitted by applicable law, customers are not entitled to unilaterally require any specific remedy, including but not limited to a refund, a full refund, an order-wide refund, a refund without return, an exchange, or a reshipment.
For any approved after-sales case, we may prioritize remedies in the following order:
a. Troubleshooting, installation guidance, or usage guidance
b. Replacement parts or partial reshipment
c. Partial replacement or full reshipment
d. Exchange or alternative solution
e. Partial refund
f. Full refund
A refund is not the default remedy. It is only an exception that may be considered where other remedies are unavailable, commercially unreasonable, or otherwise deemed appropriate by us.
2. Definitions
Processing Time
“Processing Time” refers to the period after payment is successfully received and before the goods are physically handed over to the first international carrier, export logistics provider, or pickup logistics party. The Processing Time shown at checkout is the applicable processing commitment. If the goods are handed over to the first carrier within the stated Processing Time, we will be deemed to have fulfilled our shipping obligation.
Shipped
An order will be deemed “shipped” once any of the following has occurred:
a. The goods have been physically handed over to the first international carrier
b. The goods have been accepted by the export logistics provider
c. There is an acceptance scan, pickup record, airway bill, shipping record, handover record, export transfer record, or other objective logistics record showing handover to the first shipping party
Estimated Delivery Window
“Estimated Delivery Window” refers to the estimated delivery time range shown at checkout. Unless a guaranteed delivery commitment is expressly stated in writing at checkout or by us in writing, any delivery date or delivery range is an estimate only and is not an unconditional guarantee of the final delivery date.
Non-Quality-Related Cancellation
A cancellation, return, or refund request made for reasons not caused by product quality issues or our fulfillment failure, including but not limited to change of mind, dislike, ordering by mistake, subjective dissatisfaction, preference change, or unwillingness to wait while the order remains within the disclosed estimated delivery window.
Quality Issue
A “Quality Issue” includes, but is not limited to:
a. Shipping damage
b. Obvious functional defect
c. Wrong item sent
d. Missing parts or missing items
e. Clear mismatch with the core ordered specification
Unauthorized Return
An “Unauthorized Return” means any return, refusal, self-arranged return shipment, shipment to an incorrect address, shipment to the original shipping-label address, shipment to a website-listed address, or any other return behavior that occurs without our prior written approval and return instructions.
Partial Refund
A “Partial Refund” means a refund of only part of the item amount or order amount. We may deduct applicable charges before issuing any refund, including but not limited to outbound shipping, return shipping, intercept fees, storage fees, handling fees, restocking fees, depreciation deductions, and other actual costs incurred.
Refund Without Return
“Refund Without Return” means an exceptional arrangement under which the customer keeps the goods and we, at our sole discretion, provide limited compensation or a partial refund. This is not a customer entitlement.
Shipping Protection Service
Shipping Protection is an optional service available at checkout. This service is specifically designed to protect your order against the risks of damage, loss, or theft during transit.
Benefits of Protection: Orders with this service enjoy priority claim processing, dedicated one-on-one customer support, and an expedited replacement or refund process for any transit-related issues.
Standard Orders (Without Protection): For orders where this service is not selected, claims for transit issues will be processed according to our standard carrier claim procedures, which may involve longer inspection and resolution timelines.
Detailed rules and limitations are subject to the specific terms disclosed on our website and at the checkout page.
Warranty
“Warranty” refers to our limited product warranty. Unless otherwise stated on the product page, order page, checkout page, or in our written confirmation, the warranty period is 2-Year from the delivery date shown by the carrier’s official tracking or delivery record. The warranty does not mean an unconditional right to refund, replacement, or reshipment.
3. Order Cancellation Policy
3.1 Basic Rule
If a customer wishes to cancel an order, the customer must contact our customer service team through our designated channel and submit a cancellation request. A cancellation request does not mean the order has been canceled, and does not mean that any fee will be waived.
Whether cancellation is accepted, whether the order qualifies for cancellation, what amount may be refunded, and what deductions apply will be determined by us based on the actual order status.
3.2 Cancellation Within 48 Hours
For customer-initiated, non-quality-related cancellations submitted within 48 hours of placing the order, and before the order has been shipped, we may charge a cancellation fee equal to 10% of the order amount.
3.3 Cancellation After 48 Hours but Before Shipment
For customer-initiated, non-quality-related cancellations submitted more than 48 hours after placing the order, where the order has not yet shipped but has already entered product preparation, warehouse allocation, picking, packing, scheduling, freight allocation, or any other order-handling stage, we may charge a cancellation fee equal to 20% of the order amount.
3.4 Order Cancellation
Before Shipment: If you wish to cancel your order before it has been shipped, please contact us immediately. We will issue a 100% full refund.
After Shipment: Once an order has been dispatched, it cannot be canceled in transit. If you no longer require the item, please receive the package first and then contact us to initiate a return under our 30-day return policy.
No Fees: We do not charge any restocking fees, handling fees, or administrative fees for cancellations or returns.
Refund Amount: Upon receipt and inspection of the returned item, you will receive a 100% refund of the product price.
3.5 Special-Order and Restricted-Cancellation Items
We may refuse cancellation, or apply higher cancellation costs, for custom-made items, made-to-order items, specially procured items, production-started items, inventory-locked items, special color/size/voltage items, bundle or multi-box items, oversized items, LTL freight items, and any item expressly marked as non-cancellable.
4. Processing Time, Shipment Status, and International Shipping
Some orders are shipped from China or other overseas origins. International shipping often involves a first-leg international transit stage and a separate last-mile domestic delivery stage.
Before the goods reach the destination country and are transferred to the local carrier, local tracking numbers may not yet exist, may not yet be activated, or may not yet be updated. The absence of local tracking updates does not, by itself, mean the order has not been shipped.
If we can show that the goods were handed over to the first international carrier or export logistics provider within the Processing Time disclosed at checkout, we will be deemed to have shipped the order on time.
If both of the following are true:
a. The order was shipped within the disclosed Processing Time, and
b. The order remains within the Estimated Delivery Window disclosed at checkout,
then the customer may not claim that we failed to ship on time, may not demand a free cancellation, may not demand a full refund, and may not initiate a non-quality-related cancellation solely because the parcel has not yet been received, the local last-mile tracking number has not yet appeared, the last-mile tracking has not yet updated, the parcel remains in international transit, or customs/local handover has not yet been completed.
To the maximum extent permitted by applicable law, we are not automatically responsible for refunds or compensation where delays, tracking irregularities, or delivery disruptions are caused by customs inspections, port congestion, airline or vessel delays, local carrier backlogs, weather, holidays, system update delays, or other factors beyond our reasonable control.
5. Requirements for After-Sales Requests
All return, refund, replacement, reshipment, missing-part, damage, and cancellation requests must be submitted to us first and must receive our written authorization before any further action is taken.
Without our prior written approval, the customer must not return, refuse, destroy, redirect, dispose of, repair, alter, or otherwise handle the goods independently, and must not arrange third-party repair, return shipping, or modification.
Customers must provide complete, clear, and truthful supporting materials as requested by us, including but not limited to:
a. Order number
b. Description of the issue
c. Clear photos of the product
d. Clear photos of the issue
e. Photos of the outer packaging
f. Photos of shipping labels and carton labels
g. Flat-lay photos of all included parts where relevant
h. Videos of unboxing or the problem where relevant
i. Any other supporting documents or evidence reasonably requested by us
If the customer fails to provide the requested materials, provides unclear or incomplete evidence, provides contradictory materials, or refuses to cooperate in supplemental evidence submission, we may reject the claim, delay handling, reduce compensation, limit the remedy offered, or deny a refund or replacement.
Customers must keep the original packaging, including but not limited to outer cartons, inserts, fillers, labels, manuals, accessories, and hardware, until the case is fully resolved. Missing packaging may make return pickup impossible, prevent responsibility verification, reduce refund eligibility, restrict return approval, or disqualify the case from certain remedies.
6. Quality-Issue Handling
If the product arrives damaged, the wrong item is sent, parts are missing, or the product has an obvious functional defect, the customer must contact us within 7 days from the delivery date shown by the carrier’s official tracking and provide the requested supporting materials.
After review, we may provide one or more of the following:
a. Replacement parts
b. Reshipment
c. Replacement product
d. Partial refund
e. Refund
We reserve the right to prioritize non-refund remedies such as troubleshooting, parts replacement, reshipment, or replacement. A localized issue does not automatically entitle the customer to a full order refund.
The customer must not repair, alter, disassemble, or continue installing the disputed goods without our prior written authorization. We will not reimburse unauthorized repair costs, and unauthorized handling may reduce compensation or limit refund eligibility.
7. Non-Quality-Related Returns and Refunds
We want you to be completely satisfied with your purchase. For returns not related to product quality (such as change of mind or ordering mistakes):
Return Window: You can initiate a return within 30 days of receiving your item.
Refund Amount: We provide a 100% refund of the original product price.
No Restocking Fees: Hushwing does not charge any restocking fees, handling fees, or administrative fees.
Customer Responsibility: For non-quality returns, the customer is responsible for the actual return shipping costs to our warehouse.
To be eligible for a refund, items must be in their original condition, unused, and in the original packaging.
8. Refund Without Return
Refunds without returning the item are a special discretionary arrangement provided by us for reasons of efficiency or logistics. This is a gesture of goodwill and not a standard entitlement.
Discretionary Authority: The eligibility for a refund without return, the refund amount, and the requirement for the customer to retain or dispose of the goods shall be determined solely by us.
Shipping Protection vs. Standard Orders: * For orders with Shipping Protection, we provide prioritized and more flexible solutions for damage or loss.
For Standard Orders (without Shipping Protection), if a compensation without return is approved, we will prioritize providing replacement parts, reshipment, or a limited partial refund.
Compensation Limit for Standard Orders: To the maximum extent permitted by applicable law, for orders without Shipping Protection, any compensation granted without a return shall not exceed 20% of the item’s value, unless otherwise agreed in writing.
Exclusions: We reserve the right to refuse a refund without return if:
Evidence is insufficient or the product condition is unclear.
The customer has already discarded the product or its original packaging.
There is a history of abusive, repetitive, or dishonest claims.
9. Address Errors, Failed Delivery, No Contact, Missed Appointments, and Refusal
Customers must provide an accurate, complete, and deliverable shipping address, valid contact information, and must cooperate with delivery appointments, contact attempts, and receipt arrangements.
Where delivery fails due to customer-provided issues, including but not limited to incorrect address, incomplete address, invalid phone number, failure to respond, missed delivery appointment, refusal of delivery, or mismatch in recipient information, the resulting responsibility and costs will be borne by the customer.
We may charge or deduct from any refundable amount the costs arising from such situations, including but not limited to:
a. Address correction fees
b. Redelivery fees
c. Reappointment fees
d. Storage fees
e. Return freight
f. Handling fees
g. Other actual costs incurred
If returned goods remain unclaimed or unresolved after our notice and within the timeframe we specify, we may treat the goods as abandoned and dispose of them. In such cases, we may deny a refund entirely or issue only a limited refund after deducting all related charges.
10.2-Year Limited Warranty
Unless otherwise stated on the product page, order page, checkout page, or in our written confirmation, the product warranty period is 2-Year from the delivery date shown by the carrier’s official tracking or delivery record. The warranty period does not begin on the order date, payment date, shipment date, installation date, first-use date, or the date all parcels in a multi-box order arrive.
Within the warranty period, where we confirm a non-human-caused quality issue, we may provide one or more of the following:
a. Troubleshooting or usage guidance
b. Replacement parts
c. Partial replacement
d. Full reshipment
e. Partial refund
f. Other reasonable solutions determined by us
A refund is not the default warranty remedy. We may prioritize troubleshooting, parts replacement, replacement shipment, or other non-refund remedies.
The following circumstances are generally outside the scope of the warranty, or may justify denial, limitation, or reduction of any remedy:
a. Normal wear and tear
b. Natural aging over time
c. Minor deformation, loosening, fading, or surface change over time
d. Reasonable variation caused by the inherent nature of different materials
e. Wear, deformation, aging, reduced performance, or appearance changes caused by different usage frequency, usage habits, load patterns, placement environment, humidity, temperature, sun exposure, cleaning methods, or maintenance methods
f. Improper installation, improper operation, improper maintenance, overload, misuse, or abuse
g. Collision, compression, dropping, tearing, scratching, pet damage, human-caused damage, or external accidents
h. Alteration, disassembly, self-repair, or third-party repair
i. Subsequent damage caused by environmental factors, outside force, or ongoing use
After 2-Year from delivery, we will no longer provide free replacement parts, free reshipment, refunds, or any other free warranty service for claims arising from daily wear, natural material changes, aging, wear, loosening, minor deformation, or similar post-use conditions.
If the customer still needs replacement parts, maintenance assistance, or related support after 2-Year, we may, depending on stock availability, supply conditions, and logistics feasibility, offer:
a. Paid replacement parts
b. Paid parts support
c. Paid technical assistance
d. Other non-free assistance
All part costs, shipping charges, handling charges, and other actual costs incurred after 2-Year will be borne by the customer.
After 2-Year, parts support is subject to actual inventory, supply-chain availability, transport conditions, and our then-current support capacity. We do not guarantee long-term availability of all parts, and we do not guarantee fixed pricing, fixed delivery times, or fixed shipping methods for parts.
Any support we choose to provide after 2-Year is a goodwill accommodation only and does not constitute a continuation of free warranty coverage or create a precedent for other orders.
11. Non-Returnable and Restricted-Return Items
Except where mandatory law requires otherwise, the following items are generally non-returnable or subject only to very limited return or refund treatment:
a. Custom-made items
b. Specially procured items
c. Made-to-order items
d. Final Sale / Clearance items
e. Accessories, consumables, and spare parts
f. Installed, cut, or modified items
g. Items no longer suitable for resale
h. Items expressly marked as non-returnable on the product page or checkout page
Oversized items, LTL freight items, lighting products, glass products, stone products, multi-box products, commercial-use orders, and other fragile or special-handling items may be subject to stricter return conditions, higher restocking fees, higher cancellation charges, or lower refund ratios.
12. Late Claims, Abuse, Final Review, and Legal Reservation
If a customer submits a claim after the relevant deadline for damage, wrong item, missing parts, non-quality return, cancellation, warranty, or other after-sales matter, we may decline to handle the case under the standard policy.
Even after the standard deadline, we may, at our discretion, offer goodwill assistance such as recommendations, paid parts support, limited discounts, limited compensation, or other non-standard solutions. This does not constitute an admission of responsibility and does not establish a precedent.
If we determine that a customer has engaged in abusive claims behavior, repeat claims, forged evidence, manipulated tracking information, concealed product condition, discarded the product, discarded packaging, fabricated issues, or insisted on unreasonable refund demands where a reasonable remedy has already been offered, we may reject after-sales service, reduce compensation, limit available remedies, or take further action.
To the maximum extent permitted by applicable law, final determination rights remain with us regarding:
a. Whether a claim is accepted
b. Responsibility allocation
c. Whether evidence is sufficient
d. Whether an issue qualifies as a quality issue
e. Whether cancellation is accepted
f. Whether return is accepted
g. Return conditions
h. Refund method
i. Refund amount
j. Applicable deductions
k. Whether insurance applies
l. Whether parts replacement, reshipment, replacement, partial refund, or refund will be offered
13. Refund Timeline
All refunds must comply with our Return Policy and receive prior approval from our support team. Refunds will be issued based on the following categories:
A. Approved Partial Refunds For approved partial refund requests (e.g., minor defects or price adjustments), the credit will be issued within 3-5 business days. This will be processed back to your original payment method or via a mutually agreed channel (including but not limited to store credit or discount vouchers).
B. Standard Returns & Full Refunds We will process your refund within 5-7 business days after receiving and inspecting your returned items at our warehouse. The refund will be automatically applied to your original method of payment. Note: Your bank or credit card issuer may require additional time to post the transaction to your account.
C. Insurance & Protection Claims Orders with Shipping Protection receive priority processing for loss or damage claims. Once evidence (photos/videos) is verified and approved, compensation will be issued within 3 business days via the original payment method or a mutually agreed-upon method to ensure the fastest resolution.
Important Note: The above processes are subject to our full Return Policy. Please note that a return or refund is not the first or sole remedy; we reserve the right to provide alternative solutions such as replacement parts or repairs where appropriate.
Have more questions? Contact us.