This policy is provided by store.hohem.com (hereinafter referred to as "hohem store"). hohem store guarantees that subject to the following conditions, a refund and replacement can be requested within 7 calendar days of receipt of shipment. To request a refund or to replace a product please contact our After-sales team.
1. You can request Return and Refund Service:
a. If the delivery was received within 7 calendar days, the product is not opened, and the packaging, accessories, giveaway gifts and manuals remaining the same without any artificial damages that affect a second sale.
b. Within 7 calendar days of receipt of delivery, if the product has a manufacturing defect before being put to use, for example: the product is with scratches or stains or malfunction which is confirmed by the after-sales service team after troubleshooting.
c. Manufacturing-related quality issues still exist after a replacement confirmed by troubleshooting.
Note: The accessories sold by Hohem are not covered under the warranty.
2. Return and Refund Service will not be provided where:
a. The refund was requested beyond 7 calendar days of receipt.
b. Legal proof-of-purchase or receipts are not provided or are reasonably believed to have been forged or tampered with.
c. The returned goods are incomplete, the outer packaging, accessories, gifts, manuals are incomplete, or the appearance of the product is artificially damaged; Tearing up or altering labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.;
d. Product damage caused by an event of force majeure including fire, flood, lightning strike and traffic accident.
e. Product has not been sent back within 7 calendar days after the refund or after replacement confirmation from hohem.
3. You can request to Replacement Service:
a. Within 7 calendar days of receipt of delivery, if the product has a manufacturing defect before being put to use.
b. Within 7 calendar days of receipt of delivery, the product cannot be powered on normally in accordance with the manual or under the guidance of the technicians after unpacking, or non-artificial quality defects are found;
c. Non-artificial quality defects still exist after a replacement.
d. Damages in transit were found when receiving the delivery and inspected in front of the deliveryman after unpacking.
e. If the product purchased does not match the original description of the product in one or more significant respects.
4. Replacement Service will not be provided where:
a. Legal proof-of-purchase or receipts are not provided, or are reasonably believed to have been forged or tampered with.
b. The returned goods are incomplete, the outer packaging, accessories, gifts, manuals are incomplete, or the appearance of the product is artificially damaged;
c. Product is found to have no manufacturing defects after appropriate tests are conducted by hohemTechnical Support.
d. The occurrence of product collisions and burns that are not caused by the quality of the product itself, as well as quality problems caused by unauthorized modification, foreign matter (water, oil, sand, etc.), incorrect installation, improper operation and usage that is not in accordance with the manual.
e. Tearing up or altering labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.;
f. Product damage caused by an event of force majeure including fire, flood, lightning strike and traffic accident.
g. Product has not been sent back within 7 calendar days after the refund or after replacement confirmation from Hohem.
h. Request for replacement due to damages in transit but fail to provide the proof of damage issued by the transportation company.
5. The warranty service is subject to normal use.
The valid warranty period is 12 months counting from the date
of selling under normal use. Accessories are excluded from the
6. For the refund of the price difference
- The price protection policy covers purchases made within the last ten days.
- If the price of an item purchased within the ten-day period drops, customers are eligible for a refund of the price difference.
- To request a refund, customers must contact our customer service within the ten-day period.
- Customers should provide evidence of the price drop, such as a screenshot or a link to the lower-priced item.
- Once the request is verified, our customer service will process the refund for the price difference.
- Refunds will be issued using the original payment method within a reasonable timeframe.
- Please note that the price protection policy does not apply to clearance items.
- The price protection policy is subject to our review and discretion.
- This policy applies to online purchases made through our official website: store.hohem.com
- Any attempts to abuse or manipulate the price protection policy may result in the cancellation of the refund request.
- We strive to provide our customers with the best shopping experience, and our price protection policy is designed to ensure fairness and customer satisfaction. If you have any further questions or require assistance, please don't hesitate to contact our customer service team.
7. Notes on refunds
Depending on where you purchased the product, please contact the authorized store/official offline store/official online store for replacement or refund under the guidance of relevant personnel, the rules above are mainly applied to our hohem store, unless otherwise specified.