Refund and Return Policy

Our Commitment to Your Satisfaction

At Hangwoous US LLC, we stand behind every product we sell. We understand that sometimes a product may not meet your expectations, arrive in less than perfect condition, or simply not be the right fit for your needs. That is why we have developed a refund and return policy that is fair, transparent, and designed to make the process as hassle-free as possible. Our goal is not just to comply with legal requirements but to treat you – our valued customer – with the respect and fairness you deserve.

Please read this policy carefully before making a purchase. If you have any questions or need clarification, our customer service team is always available to help at ushangwoous@gmail.com or +84982843333.

30-Day Return Window

Hangwoous US LLC offers a 30-day return policy on most products. This means you have 30 calendar days from the date you receive your order to request a return and initiate the process.

The 30-day window begins on the date of delivery as confirmed by the carrier’s tracking information. If your order is delivered on June 1st, you have until July 1st to request a return. For orders with multiple shipments (if you ordered items that were backordered or split across multiple packages), the 30-day window begins on the date of delivery of the last item in your order.

Requests received after the 30-day window has expired will be denied unless exceptional circumstances apply (such as a carrier misdelivery that was only recently resolved). We recommend inspecting your order promptly upon receipt to ensure you have adequate time to make a return decision.

Eligibility Criteria for Returns

Not all returns are treated identically. The following criteria determine whether your return will be accepted and whether any conditions or fees apply.

Unopened and Unused Products

If you have changed your mind about a product, ordered the wrong item, or simply no longer need what you purchased, you may return the product as long as it is:

• In its original, unopened packaging

• Completely unused

• Free from any damage, marks, or signs of handling

• Accompanied by all original accessories, manuals, and promotional items

Products returned in this condition are eligible for a full refund of the purchase price (excluding original shipping costs, which are non-refundable unless the return is due to our error). No restocking fee applies.

Opened but Unused Products

We understand that sometimes you need to open a product to determine whether it meets your needs. For example, you might open a notebook to inspect the paper quality or remove a pen from its packaging to test the writing feel. In these cases, you may still return the product as long as:

• The product has not been used beyond reasonable inspection

• All components are present

• The product is undamaged and in resellable condition

Products returned in this condition are eligible for a full refund of the purchase price (excluding original shipping costs). No restocking fee applies.

Products with Minor Defects or Damage

If your product arrives with minor cosmetic damage that does not affect functionality – such as a small scratch on a desk organizer or a dented corner on a notebook cover – you have two options:

1. Keep the product and request a partial refund of 15-25% of the purchase price, depending on the severity of the defect

2. Return the product for a full refund as described below

We do not require you to return products with minor cosmetic defects unless you prefer a full refund. Simply send us photos of the damage, and our customer service team will evaluate and make a partial refund offer.

Products with Significant Defects or Damage

If your product arrives with significant damage that affects its usability – such as torn pages in a coloring book, broken components in a desk organizer, or pens that do not write – you are entitled to a full refund or replacement at no cost to you. Hangwoous US LLC will also reimburse any reasonable return shipping costs in these cases.

To qualify for this treatment, you must provide clear photographic evidence of the damage. In some cases, we may request a video or ask you to return the damaged product for inspection. If we require the product to be returned, we will provide a prepaid shipping label.

Wrong Item Received

If we shipped you the wrong product entirely – for example, you ordered blue pens but received black pens, or you ordered a medium notebook but received a large one – please contact us immediately. We will:

• Send you the correct item at no additional cost

• Provide a prepaid return label for the incorrect item

• Issue a refund or store credit if the correct item is no longer available

Do not return the incorrect item without first obtaining a return authorization and prepaid label from us.

Final Sale and Non-Returnable Items

The following items are considered final sale and cannot be returned or refunded:

• Coloring books that have been partially colored (we cannot resell these)

• Notebooks and journals with writing or markings

• Pens and pencils that have been used beyond initial testing

• Products purchased during clearance or final sale events (clearly marked on the product page)

• Gift cards and digital products

• Products damaged due to customer misuse, neglect, or improper storage

• Products that have been modified, altered, or repaired by anyone other than Hangwoous US LLC

We strongly recommend that you test products for suitability before using them extensively. If you are unsure whether a product will meet your needs, order a single unit first before committing to a larger quantity.

How to Initiate a Return

To begin the return process, please follow these steps:

Step 1: Contact Customer Service

Email us at ushangwoous@gmail.com with “Return Request” in the subject line. Include the following information:

• Your order number

• The name and email address used to place the order

• The product(s) you wish to return

• The reason for the return

• Photos or videos documenting any damage or defects (if applicable)

Do not send your product back without first receiving a return authorization. Returns sent without authorization may be rejected, and we may be unable to process your refund.

Step 2: Receive Return Authorization

Our customer service team will review your request and respond within 1-2 business days with either:

• Approval of your return, including a return authorization number (RMA) and instructions for where to send the package

• A request for additional information (such as better photos or a different angle)

• A denial of your return with an explanation (rare, and only in cases clearly outside our policy)

If your return is approved, we will also inform you whether you are responsible for return shipping costs or whether we will provide a prepaid label.

Step 3: Prepare and Ship Your Return

Pack the product securely in its original packaging if possible, or in a box that provides adequate protection. Include a copy of your order confirmation or a note with your order number and RMA number inside the package. Write your RMA number clearly on the outside of the package as well.

Ship the package to the address provided in your return authorization. We recommend using a shipping method that provides tracking and insurance, as Hangwoous US LLC is not responsible for returns that are lost or damaged in transit unless we provided the shipping label.

Step 4: Refund Processing

Once we receive and inspect your return, we will process your refund within 3-5 business days. You will receive an email confirmation when the refund has been issued.

Return Shipping Costs

Who pays for return shipping depends on the reason for the return:

When Hangwoous US LLC pays for return shipping, we will provide a prepaid shipping label via email. You must use this label – we cannot reimburse you for shipping costs if you choose to use your own method.

When you are responsible for return shipping costs, we recommend using a tracked service and purchasing insurance for high-value returns. The cost of return shipping is not refundable, even if your original order qualified for free shipping.

Refund Methods and Timing

Refund to Original Payment Method

Most refunds are issued to the original payment method used for the purchase. This includes:

• Credit and debit cards (Visa, Mastercard, American Express, Discover, JCB, UnionPay)

• Apple Pay and Google Pay (refunded to the underlying card)

Refunds typically appear in your account within 3-10 business days of our processing, though timing varies by financial institution. Please note that:

• Weekends and bank holidays may delay processing

• Some card issuers take longer than others to post refunds

• If your original card has expired or been closed, contact your bank – they can usually still accept the refund

Refund to Store Credit

If you prefer, you may request a refund in the form of store credit rather than a cash refund to your original payment method. Store credit is issued as a unique code that can be used on future orders at hangwoouse.store. Store credit never expires and can be used for partial or full payment of any order, including sale items.

Store credit refunds are processed instantly upon approval of your return, rather than waiting for the returned product to arrive and be inspected. However, we reserve the right to reverse the store credit if the returned product does not meet our eligibility criteria.

Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund:

• Products returned with minor damage caused by the customer (not present at delivery) – refund reduced by percentage equal to diminished value

• Returns received after the 30-day window but within 45 days – refund reduced by 20%

• Products missing original packaging or accessories – refund reduced by actual cost of replacement

• Clearance items returned outside of final sale exceptions but still within policy – refund reduced by 50%

We will always explain the reason for any partial refund before processing it, and you have the option to cancel the return and have the product shipped back to you (at your expense) instead.

Non-Refundable Charges

The following charges are never refundable:

• Original shipping costs (unless the return is due to our error)

• Expedited shipping fees

• Gift wrapping fees (if applicable)

• International customs duties, taxes, or brokerage fees

Exchanges

If you received a defective or damaged product and would prefer a replacement rather than a refund, we are happy to accommodate. Exchange requests are processed as follows:

1. Contact us as described above, indicating that you want an exchange

2. We will ship the replacement product immediately (subject to availability)

3. We will provide a prepaid return label for the defective item

4. You must ship the defective item back within 14 days of receiving the replacement

If you do not return the defective item within 14 days, your credit card may be charged for the full price of the replacement product.

Exchanges are not available for change-of-mind returns – only for defective, damaged, or incorrect items.

International Returns

Customers located outside the United States who wish to return products face additional considerations:

Return Shipping Costs

Unless the return is due to our error (wrong item, significant defect, or damage), international customers are responsible for all return shipping costs. These costs can be substantial, and we strongly recommend that international customers carefully review product descriptions and measurements before ordering.

Customs and Duties

If you paid customs duties or taxes on your original order, these fees are generally not refundable by Hangwoous US LLC. You may be able to recover them from your local customs authority, but the process varies by country and is your responsibility.

When returning an international package, mark it clearly as “Returned Goods” on the customs form to avoid being charged duties again. We recommend including a copy of your return authorization with the package.

Inspection and Refund Timing

International returns may take longer to reach us due to customs clearance and longer shipping times. Once we receive and inspect the return, refunds are processed as described above. Please be patient during this process.

Abandoned Returns

If you initiate a return but do not ship the product within 14 days of receiving your return authorization, the authorization will expire. You may request a new authorization, but we reserve the right to deny it if the original 30-day window has closed.

If we receive a package from you without a return authorization, we will attempt to contact you to determine the appropriate course of action. If we are unable to reach you within 30 days, we may dispose of the product without issuing a refund.

Fraudulent Returns and Abuse

Hangwoous US LLC takes return fraud seriously. Examples of fraudulent or abusive return behavior include:

• Returning products that were not purchased from us

• Returning used products as new

• Claiming damage that was caused by the customer

• Returning empty boxes or boxes filled with incorrect items

• Excessive return activity relative to purchase history

We reserve the right to:

• Deny return requests from customers with a history of abusive returns

• Require additional verification or documentation for returns

• Refuse future orders from customers who have committed return fraud

• Report fraudulent activity to relevant authorities

At the same time, we recognize that legitimate returns are a normal part of e-commerce. Most customers will never encounter these restrictions. We apply them only in clear cases of abuse.

Contact Us About Returns

If you have any questions about this policy or need assistance with a return, please contact our customer service team:

Email: ushangwoous@gmail.com
Phone: +84982843333

Please have your order number available when contacting us. Our team is available Monday through Friday, 9 AM to 6 PM Central Time, and Saturday 10 AM to 3 PM Central Time.

Policy Updates

Hangwoous US LLC reserves the right to update or modify this Refund and Return Policy at any time without prior notice. Changes will be posted on this page, and the “Last Updated” date will be revised accordingly. For significant changes, we may also notify customers via email or through a notice on our website.

Hangwoous US LLC
5900 Balcones Drive Ste 100
Austin, TX 78731
United States
Email: ushangwoous@gmail.com
Phone: +84982843333
Website: hangwoous.store