ORDER & SITE INFORMATION
Return and Refund Policy
For custom accessories, return and refund treatment depends on the written order agreement, the approved specification and the issue being reviewed. This page separates sampling-fee eligibility from a claim about supplied goods.
Custom sampling fees: refund or credit eligibility
Custom sampling fees for acrylic and plush projects may be eligible for a refund or credit. Custom sampling fees for other materials are not eligible under this material-based policy.
| Fee or request | Current treatment | Confirm for your project |
|---|---|---|
| Acrylic or plush custom sampling fee | Eligible material category for a possible refund or credit | Qualifying condition, eligible amount, refund or credit method and timing |
| Other-material custom sampling fee | Not eligible for refund or credit under this policy | The agreed development charge and included work |
| Tooling or mold fee | Separate from the custom sampling fee | Its own quotation and project agreement |
| Existing reference sample | May be provided free by agreement. For an agreed free reference sample, the buyer pays shipping. | The selected sample, any sample charge and shipping cost |
Before paying a custom sampling fee, ask for the refund or credit conditions to be recorded with the quotation. Ask where any credit would apply and how the eligible amount would be calculated. Material eligibility alone is not confirmation of a refund for a particular request.
For choosing an existing sample or requesting a newly developed sample, use Order Samples.
Report an issue with supplied goods
If you find a possible production issue, missing quantity, transit damage or a difference from the approved specification, contact us with the order details and evidence. State the affected design and quantity you have identified, and note any items not yet inspected.
For a change of requirements or a cancellation request, refer to the order agreement and the Terms and Conditions. A change request and a quality claim need different information.
Information to include in a quality enquiry
Identify the order
- Quotation, invoice or order reference
- Affected design, batch or package reference
- Received quantity and affected quantity
- Delivery date and when the issue was found
Show the difference
- Clear overall and close-up photographs
- The relevant approved sample or specification
- Inspection notes explaining the issue
- Packaging and delivery evidence for transit damage
Share the information you currently have and identify anything that still needs checking. Where possible, keep affected items and packaging available to help review the concern. Confirm any requested return destination, shipping arrangement and cost responsibility in writing before sending goods.
Review and agreed next steps
- Send the detailsIdentify the affected goods and provide the relevant evidence.
- Compare the referencesReview the concern against the approved specification and order agreement.
- Confirm the responseRecord the agreed solution, affected quantity, costs and timing.
The response is considered for the specific issue and order. If a remake, repair, replacement part or another solution is agreed, confirm its scope and schedule in writing. Where a refund is agreed, confirm the amount, currency, processing method and timing as part of that resolution.
For the approval steps before bulk production, see Order Samples rather than using this page as a sample-checking guide.
Contact us about a fee or goods issue
Email info@honghanaccessory.com with your project reference and state whether the question concerns a sampling fee, supplied goods or a change to the order. You can also use the contact options to continue the project discussion.
Eversun Accessory