Customers can request to return goods and get a refund in the following cases:
• The product is defective or damaged during transportation;
• The product has a technical error from the manufacturer upon receipt;
• Hai Li delivers the wrong product to the customer (eg: wrong model, wrong color...);
Depending on the specific case, Hai Li will have a solution to ensure maximum benefits for customers.
Except for the cases listed in the "conditions for returning goods", cases of return due to customers changing their purchase intention will not be accepted.
Depending on the geographical location, Hai Li will send someone to receive the product directly at your address or you can pack the product yourself and return it to Hai Li.
To limit problems arising from returns, customers need to note that they need to pack the goods and return the product including all accompanying accessories, VAT invoices, warranty stamps... (if any) and the product must be in the same condition as when received.
Hai Li encourages Buyers to record videos or take photos of the product as soon as they receive it as evidence for comparison/complaints later if necessary.
We will not accept the product back in case of errors arising during the packaging and shipping process from the customer (packaging causing the product to be dented, sending to the wrong address and losing the product...)
Depending on the specific case, Hai Li will support the return costs or not.
Hai Li will only refund the customer when we confirm that we have received the returned goods in the same condition as when received.
Depending on each specific case, the refund will be transferred to the account or paid in cash.
In case the customer cannot agree on a solution, the customer can complain to the competent authorities for resolution.