Refund policy
Contact us within 30 days of delivery to request a return. Please obtain instructions before sending an item; a return request and an approved refund are different stages.
Last updated: October 15, 2026
The return-request window · Condition, packaging and proof of purchase · Step one: send a clear request · Step two: review the instructions · Step three: pack and send the item · Step four: receipt, inspection and refund processing · Damaged, defective or incorrect items · Original delivery charges and deductions · Exchanges, order changes and cancellations · Your rights and the return address1. The return-request window
You may contact service@haventosy.com to request a return within 30 days after delivery. Tell us which item you wish to return and why, and include your order number and the email used for the purchase. The request window is measured from delivery rather than the order date or dispatch date. Please make the request while the window is open even if you are waiting for another part of an order. We will explain the instructions relevant to the item and the reason given. Mandatory rights that apply to defective or misdescribed goods are not removed by this voluntary return window.
2. Condition, packaging and proof of purchase
For a change-of-mind return, keep the accessory unused and in its original condition, with its packaging, included components and proof of purchase. Avoid using an item for a shoot and then treating it as an unused return. Check what was included with the item before repacking it; scene props in product photographs are not included unless the product title expressly states otherwise. If packaging is damaged or a component is missing, tell us before sending the parcel so the situation can be reviewed accurately. We will not ask you to conceal use, damage or missing parts.
3. Step one: send a clear request
Email the support address with the order reference, the relevant item and a short explanation. If the issue involves damage, an incorrect item or a possible defect, include photographs that show the problem and the packaging where useful. Do not send payment-card security codes, account passwords or unrelated identity documents. If you cannot find the order number, provide the purchase email and approximate purchase date so we can try to locate the transaction. A clear request helps us distinguish a product question, delivery issue, cancellation request and return.
4. Step two: review the instructions
We will review the request and provide the appropriate next step, including any information needed for return authorization and the mailing arrangement. Please wait for these instructions before posting an item. Sending a parcel without an order reference or to an unrelated address can make it difficult to identify and process. Return instructions do not mean that a refund has already been approved; the item may still need to be received and inspected. If the instructions do not match your understanding of the issue, reply to the same conversation before sending the parcel.
5. Step three: pack and send the item
Pack the accessory securely enough for the return journey, including its original components and a clear order reference. For a change-of-mind return, you are responsible for return postage. Choose a suitable mailing service and keep the receipt and any tracking information available to you. We do not promise that every carrier can deliver to every address or accept every parcel format, so check the service requirements before paying for postage. The default return destination is our company address in Hangzhou, China, shown below; this is separate from the Hong Kong administrative store address.
6. Step four: receipt, inspection and refund processing
After the returned item is received, we will inspect it and process an approved refund within 10 business days. Inspection considers the returned item, the reason for the return, its condition and the supplied components. If we need clarification about a discrepancy, we will explain it using the order conversation. Approved refunds are issued to the original payment method rather than to a different account supplied by email. Your bank, card issuer or payment provider may need additional time to post the funds after we process the refund. That additional posting time is outside the inspection-and-processing window.
7. Damaged, defective or incorrect items
Contact us promptly if an item arrives damaged, appears defective or is different from the item ordered. These cases are reviewed separately from buyer-remorse returns. Describe what happened and provide useful photographs without attempting a repair that could obscure the issue or create a safety risk. We will assess the appropriate remedy and any return-postage arrangement based on the circumstances and applicable consumer rights. Do not pay for an unrequested repair, dispose of the item or arrange an expensive return service on the assumption that every cost will automatically be reimbursed.
8. Original delivery charges and deductions
For a voluntary change-of-mind return, the original shipping charge is generally not refunded simply because an accessory is returned. Where an order qualified for free standard shipping, there is no original shipping amount to refund. We do not automatically promise repayment of independently purchased premium return services. A defective, incorrect or legally protected return may require a different treatment under applicable law, and those rights take priority. If an adjustment is proposed because an item was used, damaged after delivery or returned incomplete, we will explain the basis rather than applying an undisclosed standard penalty.
9. Exchanges, order changes and cancellations
If you would prefer another accessory, contact us before returning the first item so we can explain the available process. An exchange request does not reserve stock or guarantee that an alternative can be sent before the original return is reviewed. Cancellation and address-change requests should be sent as soon as possible; their feasibility depends on the processing stage, and a sent email does not itself confirm cancellation. Once a parcel is in transit, the delivered-item return process may be the appropriate route. We will explain which process applies to the actual order.
10. Your rights and the return address
This policy supplements, and does not exclude, mandatory consumer rights that apply to your purchase. If you believe the circumstances require a remedy different from the voluntary return conditions, explain the issue so it can be considered. Keep a copy of the order and the return conversation. Send an authorized return to Hangzhou Wanpisi Information Technology Co., Ltd., Room 3-1506, Building 2, No. 1 Kejiyuan Road, Baiyang Subdistrict, Qiantang District, Hangzhou, Zhejiang, China. Include the order reference and follow the instructions supplied for your return. Contact us before mailing so we can associate the parcel with the correct request.
Request return instructions · Shipping Policy
Company & contact
Haventosy is operated by Hangzhou Wanpisi Information Technology Co., Ltd. Owner: Ye Jian.
Room 3-1506, Building 2, No. 1 Kejiyuan Road, Baiyang Subdistrict, Qiantang District, Hangzhou, Zhejiang, China.
Email: service@haventosy.com. Please contact us before mailing a return.