Refund policy
At Hengra, we value transparency and want every customer to have a clear understanding of our return and refund process. This policy explains the conditions, procedures, and timelines for returning products and receiving refunds.
1. Return Period
Hengra accepts eligible return requests within 30 calendar days after delivery.
Customers must contact Hengra Customer Service within 30 calendar days after receiving their order to initiate a return request. Return requests submitted after this period may not be accepted.
2. Return Eligibility
A. New and Unworn Items Items are eligible for return when they are:
- Unworn
- Unwashed
- Unaltered
- Free from stains, damage, or odors
- In original condition
- With original tags attached (when applicable)
B. Items with Minor Try-On Signs We understand that customers may need to check size and fit. We accept returns with minor try-on signs, such as:
- Brief indoor fitting
- Light handling during size checking
The item must remain clean, complete, undamaged, and suitable for resale.
3. Items That Cannot Be Returned
Returns may not be accepted for items that show:
- Significant signs of wear
- Washed or cleaned condition
- Alterations or modifications
- Makeup stains
- Perfume or deodorant odor
- Damage caused by improper use
- Missing components
- Conditions that prevent the item from being resold
Certain products may have additional restrictions for health and hygiene reasons.
4. How to Request a Return
To start a return, please contact Hengra Customer Service through one of the following methods:
- Email: info@hengra.com
- Phone: +1 209-426-0382
Customer Service Hours: Monday – Friday, 11:00 AM – 5:00 PM (Pacific Time)
Please include:
- Order number
- Product name
- Reason for return
- Photos of the item (if requested)
After reviewing your request, we will provide return instructions.
5. Return Address
Approved returns from U.S. customers should be shipped to:
Hengra U.S. Return Address 584 Castro St San Francisco, CA 94114-2512 United States
To ensure smooth processing and a faster refund, please contact our support team first to receive return instructions before sending your item back.
6. Return Shipping Cost
Returns due to Hengra’s error (incorrect item, damaged item, or product issue existing before shipment): Hengra will review the case and provide appropriate assistance, which may include covering return shipping costs.
Returns due to personal reasons (change of mind, incorrect size selection, personal preference): The customer is responsible for the return shipping cost.
Original shipping fees are generally non-refundable, unless the return is caused by an error from Hengra.
7. Refund Process
After the returned item arrives at our facility, we will inspect it.
- Inspection time: Usually 3–5 business days
- Refund processing time: Once the return is approved after inspection, the refund will be issued to the original payment method within 5 business days.
The time it takes for the refund to appear in your account may vary depending on your payment provider, bank, or card issuer.
8. Partial Refunds
A partial refund may apply if:
- The item shows use beyond normal fitting
- The condition affects resale value
- Original packaging or accessories are missing
The final refund amount will be determined based on the actual condition of the returned item.
9. Exchanges
Hengra does not offer exchanges.
If you wish to receive a different size or color, please return the original item according to our return policy and place a new order for the desired item. Availability of the new size or color is not guaranteed.
10. Damaged, Incorrect, or Missing Items
If you receive a damaged, incorrect, or missing item, please contact us as soon as possible (we recommend within 7 days after delivery) so we can assist you promptly.
The standard 30-day return period still applies. Please provide your order number, photos of the issue, and a brief description.
11. Order Cancellation
Orders can only be cancelled before they enter the shipping preparation process. Once an order has been shipped, it cannot be cancelled and must follow the return process.
12. Contact Information
Hengra Customer Service Phone: +1 209-426-0382 Email: info@hengra.com Customer Service Hours: Monday – Friday, 11:00 AM – 5:00 PM (Pacific Time)