Returns & Refund Policy
How Return Work
Our team is happy to help with returns for products you purchased through store.hck-cool.com. Simply call or email our customer services (email@example.com). Have your order number or product serial number handy and we can help you through the process. At that time, we will offer you the return address and list the return fees you should afford and the refund you will get in the email clearly if your order in return or refund process.
NOTE: We only accept returns for product purchased directly from store.hck-cool.com. If you purchased a product at another retailer or other platform, please contact that retailer or platform regarding your return.
Returns & Cancellations
At store.hck-cool.com we want you to love what you buy! But if you don't or if the item is unsuitable, we offer a simple "No Hassle Returns" policy. The product you return must be in new, unassembled and unused condition and in the original packaging. Customer satisfaction is our goal, so we kindly ask that you return your purchase the same way you received it to ensure a hassle free refund.
You can cancel an order as long as we have not started the shipping or delivery process. To cancel an order, please email us with your order number handy. We will refund your product purchase prices. If canceling an item within an order means your order is no longer eligible for a discount or promotion, we will recalculate your total purchase price and apply applicable charges to your selected payment method.
If we have started the shipping or delivery process, you will need to initiate a return by following our return policy.
30-Day Return Period
A. Product Damaged Upon Delivery
Please check carefully while you receiving the product. If you notice your product was delivered damaged, the item should be refused or appropriately noted as damaged prior to signing for them. Failure to do so limits the ability to file a claim with the carrier and may result in the customer being responsible. Damaged shipments are evaluated with the carrier and handled on a case by case basis.
B. Defective or Incorrect Items
If you receive defective or incorrect items caused by HCK manufacturer, you can request a return within 30 days. Shipping cost and handling fee will be paid by HCK.
C. Returns for Any Other Reasons
If the item is received in good condition, but you change your mind or feel unsuitable and would like a full refund of the item price (freight excluded), the item must be returned within 30 days from the date the merchandise was received. However, we will charge you for the shipping cost of the return. An additional restocking fee of 15% of the product cost will be also applied. Please contact us for instructions on the return.
Return After 30 Calendar Days
A. Returns for damaged, defective or incorrect items
If the 30-day return period has passed, and your product is still under warranty, you can request return for damaged, defective items with serious quality problem or incorrect items responsibled by HCK manufacturer. Shipping cost and handling fee will be paid by HCK.
B. Return for any other reason
The item without any quality problem can not be returned after 30 days. Damaged items by personally incorrect using after 30 days can not be returned either. For information on what our warranties included, please see the warranty policy. If you have any questions, please contact us.
Missing Item or Damaged Product Fee
If you decide to return a fully function item and upon examination of the return, HCK determines the purchase has missing items or has been damaged, HCK will charge a fee to cover the expense. A fee will be charged for any returned product missing the original box, packaging material, contents, accessories and/or manuals (i.e., any product not in “like new” condition).
Please remove all personal items or data before returning any products. We are not responsible for any personal items or data left in or on these items.
THINGS TO BE AWARE OF...
We recommend that you keep the packaging your product was shipped in so you can easily repack your item in the required packaging in the event of a return. We would kindly ask that you include your packing note and complete the returns form so we can process your return efficiently.
Following an inspection an email shall be sent confirming receipt and you will be refunded the amount due through the original method of payment, excluding original shipping charges.
We promise to process all returns as soon as possible. You should be aware that it can take several days for a bank to show this credit. If you have not received your refund into your account after 10 working days, please contact our customer service.
Please keep the following in mind when preparing your purchase for return:
- Include only the items for which the prepaid return slip was provided.
- Include all manufacturer's original packing materials, manuals and accessories.
- Complete and include the return slip.
- Place the provided prepaid shipping label on the package.
- Give the package to your local carrier or drop it off at any carrier location.
- If your purchase does not include a return slip it may cause delays during the refund procedure.
- Note: The original shipping charges (if) incurred on your purchase are not refundable as part of your return.
store.hck-cool.com reserves the right to refuse a refund on a returned item if:
- The item that has been returned does not match the original item shipped to the customer.
- The returned item is missing parts or the original products packaging.
- The returned item was damaged during the return shipment due to improper or insufficient packaging.
- The item being returned has been obviously heavily used (such as lime scale buildup in a water cooler).
- The item being returned has been assembled in a way that would impede proper packaging for return shipping.
If you still have questions, please contact us via email: firstname.lastname@example.org