We want you to be fully satisfied with your HERONGCORE purchase. If something isn't right, you can return most items within 30 days of delivery for a refund or exchange. Please read the conditions below.
Table of Contents
1. 30-Day Return Window
You have the right to cancel your order and return most items within 30 calendar days of the date you (or the person you designate) received the goods, for any reason. This is in addition to your statutory right of withdrawal under EU/UK consumer law (14 days), and is offered as an extended HERONGCORE guarantee.
2. Return Conditions
To be eligible for a return, items must meet ALL of the following:
- Returned within 30 days of delivery (we go by the tracking carrier's delivery record).
- In original condition — unused, unworn, undamaged, with all original tags, manuals, accessories, and packaging.
- Returned in the original or equivalent protective packaging to prevent in-transit damage.
- For hygiene reasons, earbuds / in-ear headphones can only be returned if the ear-tips are unused and the product seal is intact.
We reserve the right to refuse a return or charge a restocking fee (up to 20%) if items show signs of use, damage, or missing components not caused by us.
3. Non-Returnable Items
The following items are not eligible for return under our 30-day policy (other rights under warranty or consumer law still apply):
- Customized or personalized products (engraving, custom colors, B2B-spec builds).
- Items marked "Final Sale" or "Non-Returnable" on the product page.
- Gift cards.
- Downloadable software or digital products once a download/access link has been issued.
- Items returned more than 30 days after delivery.
4. How to Start a Return
- Email returns@herongcore.com with your order number, the item(s) you wish to return, and a brief reason. Please include photos if the item is defective or damaged.
- Our support team will respond within 1 business day with a Return Merchandise Authorization (RMA) number and the return address for your region.
- Print the RMA confirmation, pack the item securely with all original components, and write the RMA number clearly on the outer box.
- Drop off the package at the carrier of your choice (or use the prepaid label we provide, where available) within 14 days of receiving the RMA.
- Once we receive and inspect the return, we will email you a refund confirmation.
5. Return Shipping Costs
- Change-of-mind returns: the customer is responsible for return shipping. We recommend a tracked and insured service — HERONGCORE is not responsible for return packages lost in transit.
- Defective, damaged, or incorrect items: HERONGCORE covers all return shipping costs and provides a prepaid label (where supported).
- Return shipping fees are non-refundable for change-of-mind returns.
6. Refund Processing
- Once your return is received and inspected, we will notify you of approval or rejection.
- Approved refunds are issued to your original payment method within 5–10 business days. PayPal refunds are usually instant; credit card refunds depend on your bank's processing time (typically 5–14 business days).
- You will receive a refund confirmation email when the refund has been issued.
- Shipping costs paid at checkout (for the original order) are non-refundable for change-of-mind returns.
- Original duties / taxes paid to customs are refunded in line with local regulations where applicable.
7. Exchanges
We currently do not offer direct exchanges. To exchange an item, please return the original item for a refund and place a new order. This ensures the fastest delivery of the replacement.
8. Defective, Damaged, or Wrong Items
If you receive a defective, damaged, or wrong item, please:
- Email support@herongcore.com within 7 days of delivery, including your order number and clear photos or a short video showing the issue.
- Do not discard the original packaging until the case is resolved — we may need it for the carrier claim.
- Our team will arrange a free replacement, repair, or full refund, including any return shipping cost.
9. Warranty Claims
All HERONGCORE products come with a 24-month limited warranty against manufacturing defects. Warranty claims follow a similar process to returns but are evaluated separately:
- Contact warranty@herongcore.com with your order number, photos/video of the defect, and a brief description.
- If approved, we will repair or replace the product at no cost. If the product is discontinued or out of stock, we will offer a comparable replacement or a full refund.
- Warranty does not cover normal wear and tear, accidental damage, misuse, unauthorized modification, or cosmetic issues that do not affect functionality.
10. Order Cancellations
- Orders can be cancelled free of charge before they are processed (typically within 12 hours of placement, before shipment).
- Once an order has shipped, it must follow the standard return process above.
- Pre-orders may be cancelled any time before the item is shipped, with a full refund.
11. Order Errors
If we made an error with your order (wrong item, missing item, duplicate shipment), we sincerely apologize. Please contact support@herongcore.com within 7 days of receipt and we will make it right at no cost to you — covering all reshipment and return costs.
12. Contact
For any questions about returns or refunds, our team is here to help:
- Email: returns@herongcore.com
- Phone / WhatsApp: +86-xxx-xxxx-xxxx (Mon–Fri 9:00–18:00 CET)
- Live chat: available on our website during business hours