Refund Policy
This Refund Policy explains when products purchased from HONGTEYA may be returned and how approved refunds are processed. It should be read together with our Returns & Exchanges guide.
1. Return request period
You may request a return within 30 calendar days of delivery. To begin a return, contact service@hongteya.com before sending anything back. Requests made after this period may not be accepted unless applicable law requires otherwise.
2. Return eligibility
Eligible products must be unworn, unwashed, unaltered and free from marks, odors, hair or other signs of use. All original tags, inserts, accessories and packaging must be included, together with valid proof of purchase from hongteya.com. Products sold as sets must be returned as a complete set.
3. Hygiene restrictions
Tights, hosiery, socks, shapewear and other intimate products can be returned for change of mind, size or color only when they have not been tried on and remain in their original, undamaged packaging with every hygiene seal intact.
Opened, unsealed or tried-on intimate products are not eligible for a change-of-mind return. This restriction does not limit remedies available for products confirmed to be faulty, damaged on arrival or incorrectly supplied, or any non-excludable rights under applicable consumer law.
4. Non-returnable items
- worn, tried-on, washed, soiled, altered or customer-damaged items;
- hosiery or intimate products with opened or damaged packaging or hygiene seals;
- items marked “Final Sale” or otherwise identified as non-returnable;
- gift cards, personalized products and free promotional gifts; and
- products not purchased directly from hongteya.com.
5. Damaged, defective or incorrect products
If your order arrives damaged, defective or different from what you ordered, contact us promptly with your order number and clear photographs of the product, packaging and shipping label. Keep the item and packaging until the claim has been reviewed. When the issue is confirmed, HONGTEYA will provide an appropriate remedy and cover reasonable return shipping costs when a return is required.
6. How to request a return
- Email service@hongteya.com within the applicable return period.
- Provide your order number, the item involved, the reason for the request and photographs where relevant.
- Wait for approval and the return address or shipping instructions.
- Pack the approved item securely and use a trackable shipping service.
Do not send a return to the address printed on the original parcel unless our customer care team instructs you to do so. Unapproved or cash-on-delivery returns may be refused.
7. Return shipping and other charges
For change-of-mind, fit, size or color returns, the customer is responsible for return shipping costs. Original shipping charges, customs duties, import taxes and other external fees are non-refundable except where required by law. If HONGTEYA confirms that an item was damaged, defective or incorrectly supplied, we will cover reasonable return shipping costs or provide a suitable return method.
8. Inspection and refunds
Returned products are inspected after arrival. If approved, a refund will be issued to the original payment method within 5 business days after inspection. Banks and payment providers may require an additional 5–10 business days to display the funds.
We may reduce or refuse a refund when a returned product shows use, damage, missing parts or another condition that does not meet this policy, subject to applicable law. We will contact you if the return cannot be approved.
9. Exchanges
Eligible exchanges are subject to stock availability and the same condition and hygiene requirements. If the requested replacement is unavailable, we may issue a refund instead. Price differences may apply when exchanging for a different product.
10. Contact
Questions or return requests may be sent to service@hongteya.com.