Cancellations & After-sales

1. Provider and request channel Cancellations, returns, exchanges and refunds for HUOLAI are handled by 杭州创远界科技有限公司. Email ylz192325@163.com with your order number, order email, issue and requested outcome. For suspected unsafe food or products, stop consuming or using them and safely retain necessary evidence. This policy covers both consumer and business purchases, which may be subject to different rules. Mandatory rights relating to quality, withdrawal or change-of-mind returns are not excluded by this policy, order notes or signing for delivery. A valid express promise offering greater protection will be honoured. 2. Cancelling before payment For orders not actually paid, verify your email in My orders and use the available cancellation action; if no action is available, email the order number. Submission itself takes no payment. There is no cancellation fee for an unpaid order unless a separate charge was expressly agreed and actually incurred. If you have already transferred funds offline, contact us as a paid-order case even if the system still shows payment pending. Cancelling on the page does not automatically return funds. Cancellation and refund are separate steps. 3. Paid orders not yet dispatched Request cancellation or changes promptly. We will check receipt of funds and purchasing, preparation or customisation progress. Where fulfilment can be stopped, we will address cancellation and refund amounts due in accordance with law. If we cannot supply as agreed, we will explain lawful delay, alternative or refund options; substitute goods require your agreement. If specifically agreed, lawful customisation or service costs have already been incurred and cannot reasonably be reversed, we will provide supporting details and determine responsibility under the agreement and applicable law. We do not automatically forfeit all payments, charge unagreed fixed penalties or use internal procedures to exclude statutory refund rights. 4. Dispatched orders, interception and refusal Cancelling a dispatched order may require carrier interception or return after receipt. Interception depends on actual circumstances. Contact us to coordinate and avoid unidentified returns or untracked refusal; this coordination request does not limit lawful rights to reject, terminate or return. Transport, return, storage and customs costs depend on the cause, agreed charges and law. We bear necessary and reasonable costs for wrong items, quality issues or our fulfilment errors to the extent required by law; these costs are not automatically passed to you. 5. Wrong items, shortages, damage and defects For mismatched specifications, shortages, shipping damage, expired goods or other defects, promptly provide product and packaging photos, a description and available tracking records. Depending on the circumstances, remedies may include missing parts, replacement, repair, return and refund or another remedy required by law. Do not continue using an unsafe product to preserve a claim. Where possible, retain the goods, labels, batch details, packaging and payment or delivery evidence to help establish the cause. We do not make an unboxing video, perfectly intact outer packing or an extremely short reporting window universal conditions for defect remedies. Missing a suggested contact time does not automatically extinguish statutory rights. 6. Change-of-mind returns and special products For online purchases by individual consumers governed by mainland Chinese consumer-protection rules, goods eligible for statutory seven-day change-of-mind returns may be returned by exercising that right within seven days of receipt as provided by law. Mandatory withdrawal or return rules in other jurisdictions apply where relevant. Business or resale purchases do not automatically qualify for consumer change-of-mind returns; the transaction and law determine eligibility. Custom-made, fresh and perishable goods and other statutory exceptions are assessed under the legal conditions. Where express confirmation at purchase is required, the exception will be disclosed and confirmed beforehand; listing categories in a policy is not enough. Food is not universally non-returnable, and customisation does not remove remedies for defects, wrong items or failure to perform as agreed. Change-of-mind returns generally require the condition prescribed by applicable law. Reasonable unpacking or inspection does not automatically prevent return. Return postage follows law and any valid agreement; under mainland China’s seven-day rule, consumers generally bear return postage unless otherwise validly agreed. Defect-related costs follow the rules above. 7. Returning goods and assessment Identify the products and quantities in your request. We will check the case and provide the return address, recipient details and necessary instructions; the dispatch address may differ from the return address. Pack reasonably and retain tracking and posting evidence. Batteries, liquids, food and similar items must be sent using a carrier-compliant method; do not send prohibited goods. After receipt, we check identity, quantity and condition relevant to the request and explain the outcome. You may request reasons and evidence for deductions, refusal or a partial refund and provide further evidence. Assessment must not unjustifiably delay a statutory refund deadline or demand excessive unrelated proof. 8. Refund amount, method and timing Refunds are based on payments actually received, amounts due for the relevant goods or services, and any lawful, supported deductions, with an explanation of the breakdown. No refund is needed where no funds were taken. Partial refunds identify the goods, quantities or charges concerned. We do not force vouchers or platform credit in place of a monetary refund owed. Because payments are offline, refunds are processed manually after verification, preferably to the original payment method or account. A necessary account change requires verification and agreement; we will not ask for payment passwords or verification codes. We will communicate timing and comply with statutory deadlines; for example, where mainland China’s seven-day change-of-mind rules apply, the price is refunded within seven days of receiving the returned goods as required by law. Bank settlement may take additional time; we will provide a verifiable refund record and help trace it. Any exchange-rate differences or bank fees follow prior valid disclosure and applicable law and may not be used to reduce an amount that must legally be refunded in full. 9. Progress and disputes After-sales issues and refunds are currently handled through email and manual verification. An order-page status does not mean a refund is complete. We will communicate any required information, outcome and next steps. If you have not received a reply or disagree with the result, follow up in the same email with the order number and previous correspondence. If discussion does not resolve the matter, you may complain to the competent authority or pursue a remedy through a forum with jurisdiction. This policy does not replace or reduce legal protections. Updates do not retroactively reduce after-sales rights for confirmed orders. Contact email: ylz192325@163.com Privacy Policy · Terms of Service · Shipping Policy