Effective Date: November 13, 2026
Last Updated: November 13, 2026
Return & Refund Policy
Our Approach to Return Requests
At Hixreno, we handle all return requests in compliance with applicable consumer protection laws. If you receive a damaged, defective, incomplete item, or an item that does not match its product description, please contact us at service@hixreno.com first. We will review your issue and explain available remedies based on the item type, return reason, and relevant legal requirements.
The 30-Day Voluntary Return Period
You may request a voluntary return for eligible purchases within 30 calendar days after delivery.
- For change-of-mind returns, the item must be unused, intact, in resalable condition, and include all original components, accessories, instructions, and packaging where reasonably possible.
- Please retain your order confirmation or other purchase records for transaction verification.
This voluntary return policy does not override your statutory withdrawal rights or legal remedies for defective or misdescribed goods. If local applicable laws stipulate a longer return window or allow reasonable product inspection, legal requirements will take precedence over the voluntary return conditions stated here.
Non-Returnable Items
The following categories are not eligible for change-of-mind returns, in line with applicable legal exceptions and disclosure requirements. This list covers all relevant product categories on our site:
- Custom-made or personalized items
Goods manufactured or modified according to a customer’s unique specifications or personalized requirements. - Perishable and easily deteriorated products
Items with a short shelf life that deteriorate rapidly, including but not limited to food-grade consumables and products with limited shelf life. - Sealed hygiene and health-protection products
Sealed personal hygiene, intimate care, or health-protection items. Once the protective seal or packaging is removed after delivery, such items are non-returnable for health and safety reasons. - Sealed media and computer software
Sealed audio recordings, video media, or computer software that is exempt from return rights once the original seal is broken by the customer. - Eligible digital content or services
Digital content or on-demand services where the statutory right of withdrawal is lost once the content has been delivered or the service has been provided, in accordance with applicable legal conditions. - Other legally exempt products
Any additional products that fall under valid statutory return exemptions under the law applicable to your purchase.
Note: The above exclusions apply only to change-of-mind returns. They do not limit your statutory rights to refunds, replacements, or remedies for defective, damaged, misdescribed, or incorrectly shipped items. Discounted or promotional goods are not automatically excluded from all return rights. If an exemption applies to your request, our support team will explain it in detail for your specific item.
How to Begin a Return
- Submit a return request
Contact service@hixreno.com within the applicable return period. Include your order number, the item in question, the return reason, and supporting photographs if the item is damaged, defective, or incorrect. - Receive official return instructions
We will review your request promptly. When a return is approved, we will provide the authorized return warehouse address, reference number, and relevant shipping guidelines. - Secure the item for transit
Package the return properly to avoid in-transit damage and ship it to the address we provide. If you arrange shipping independently, please retain the postage receipt and tracking information. - Inspection and final resolution
After we receive and inspect the parcel, we will notify you of the outcome, which may include a refund, exchange, replacement, or other applicable legal remedy.
Important: Do not send returns to our registered company address, as it is not a return warehouse. Always contact support first to confirm the correct return location to avoid delays or parcel loss. This process does not limit your right to use any return or withdrawal method guaranteed by applicable law.
Return Shipping and Related Costs
Return shipping costs are allocated based on the reason for return, in full compliance with applicable consumer laws:
- Change-of-mind / customer-initiated returns
For voluntary returns with no product fault or error on our part, the customer is responsible for the direct cost of return shipping. The exact amount depends on the carrier, shipping route, and parcel specifications. If applicable law or a specific promotional offer requires us to cover the cost, we will honor that rule. - Faulty, damaged, wrong, or misdescribed goods
When the return is caused by our responsibility (product defects, shipping damage, wrong items sent, or items not matching descriptions), we will cover reasonable return shipping expenses as required by law. We may provide a prepaid return label, arrange parcel pickup, or offer other appropriate remedies. Please contact us before selecting a high-cost shipping method so we can arrange a cost-effective solution. - Original shipping charges
The refund treatment of original delivery fees depends on the return reason and applicable law. Where statutory withdrawal rights require reimbursement of standard delivery charges, we will not withhold this amount even for change-of-mind returns. - Restocking fee
We do not charge any restocking fee for returns approved under this policy.
Refund Review, Method, and Timing
When a refund is approved, we ordinarily initiate it within 10 business days after approval, unless applicable law requires an earlier deadline. We generally send the refund to your original payment method, subject to lawful alternatives.
The time for your bank, card issuer, or payment service to post the funds may extend beyond our processing date.
If you exercise a statutory withdrawal or other mandatory refund right, the relevant legal deadline and permitted conditions will take priority. Where the law allows reimbursement to be withheld until goods or proof of return are received, we will only apply this rule within its legal limits. Contact us with your order number if you believe a refund is overdue.
Exchanges and Replacements
Exchanges are subject to product availability and the nature of your request. Please contact support to discuss exchanges for a different size, variation, or replacement item.
For defective or misdescribed goods, your statutory options may include repair, replacement, price reduction, or refund. If an exchange is unavailable due to stock constraints, we will propose an appropriate alternative instead of guaranteeing unavailable inventory.
Cancelling an Order
You may request order cancellation before dispatch. We will review timely cancellation requests, but cannot guarantee that we can stop shipment once an order has entered processing or has been shipped.
An unsuccessful cancellation attempt does not remove any return or withdrawal rights you may have after delivery.
Business Information
Website: https://hixreno.com/
Operating Company: Guangzhou Youfu Trading Co., Ltd.
Unified Social Credit Code (USCC): 91440118MAK73QKH3D
Company Address: Room K089, 5th Floor (Factory Building A2), No. 2 Yejing Street, Xintang Town, Zengcheng District, Guangzhou