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 Days After Delivery
Customers must contact Hengra Customer Service within 30 calendar days after receiving their order to request a return.
Return requests submitted after this period may not be accepted.
To begin a return request, customers should provide:
- Order number
- Customer name
- Product information
- Reason for return
- Photos of the item when requested
Our customer service team will review the request and provide return instructions.
2. Return Eligibility
To ensure product quality and a smooth shopping experience, Hengra accepts returns for items that meet the following conditions.
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
Customers are encouraged to try items carefully to protect the product condition.
B. Items With Minor Try-On Signs
Hengra understands that customers may need to check size, fit, and style before deciding.
We accept returns for items with minor try-on signs, including:
- Brief indoor fitting
- Light handling during size checking
- Minor signs from trying on the product
The item must remain:
✓ Clean
✓ Complete
✓ Undamaged
✓ Suitable for resale
Minor fitting marks that do not affect the condition of the product will be reviewed normally.
3. Items That Cannot Be Returned
Returns may not be accepted for items with:
- Significant signs of wear
- Washed or cleaned condition
- Alterations or modifications
- Makeup stains
- Perfume or deodorant smell
- Damage caused by improper use
- Missing product components
- Conditions that prevent the item from being resold
For health and hygiene considerations, certain products may have additional restrictions when applicable.
4. Return Request Process
To request a return, please contact Hengra Customer Service.
Contact Information
Phone: +1 209-426-0382
Email: info@hengra.com
Customer Service Hours:Monday – Friday, 11:00 AM – 5:00 PM (Pacific Time)
Please include:
- Order number
- Product name
- Return reason
- Photos of the item if necessary
After reviewing your request, Hengra will provide return instructions.
5. Return Address Information
Approved returns from U.S. customers should be shipped to our U.S. return location:
Hengra U.S. Return Address
584 Castro St,
San Francisco, CA 94114-2512,
United States
Please do not send returns before receiving return instructions from Hengra Customer Service.
Unauthorized returns may result in processing delays.
6. Return Shipping Cost
Return shipping costs depend on the reason for the return.
Returns Due To Hengra Error
If the return is caused by:
- Incorrect item received
- Damaged item received
- Product issue caused before shipment
Hengra will review the situation and provide appropriate assistance.
Returns Due To Personal Reasons
If the return is caused by:
- Change of mind
- Incorrect size selection
- Personal preference
The customer may be responsible for return shipping costs.
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 Hengra, our team will inspect the product condition.
Inspection Time
Usually:
3–5 Business Days
After the return is approved, the refund will be issued to the original payment method.
Refund Processing Time
Usually:
5–10 Business Days
The actual time for the refund to appear may vary depending on:
- Payment provider
- Bank processing time
- Card issuer policies
8. Partial Refund Situations
A partial refund may apply when:
- The item shows use beyond normal fitting
- The item condition affects resale value
- Original packaging or accessories are missing
The refund amount will be determined based on the actual condition of the returned product.
9. Exchanges
Hengra supports exchange requests depending on:
- Product availability
- Product condition
- Order information
For size or color exchanges, customers may contact our support team.
In some cases, customers may be asked to return the original item and place a new order.
10. Damaged, Incorrect, or Missing Items
If you receive an item that is:
- Damaged
- Incorrect
- Different from the ordered product
Please contact Hengra within:
7 Days After Delivery
Please provide:
- Order number
- Photos of the product
- Description of the issue
Our team will review the information and provide assistance.
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)