Please read the following information carefully to understand our return and refund policy, which applies to all products purchased through the Mangosteen-mobility official website.
Return & Exchange Conditions
- Mangosteen-mobility offers a 30-day return policy. You may apply for a return within thirty (30) days after receiving your items.
- Returns will not be accepted after thirty (30) days from the delivery date.
- Any unauthorized returned goods will not be processed.
- To be eligible for a return, your item must be in the original condition as received, unused, unworn, with original tags, and kept in its original packaging. You are also required to provide a receipt or valid proof of purchase.
Non-Returnable Items
- Products purchased from unauthorized distributors;
- Goods damaged or lost due to customer negligence;
- Special customized or made-to-order items;
- Promotional gifts or free giveaway products;
- Discounted promotional goods and gift cards are non-refundable.
General Return Procedure
- Please inspect your package immediately upon receipt. If your item is defective, damaged, or incorrect, please contact us immediately for further assessment and solutions.
- To apply for a return, please send an email to info@hz-eu.com, including item photos or videos and your order number. We will review and confirm the eligibility of your return request within 3 working days.
- Send back your item: If your return request is approved, we will provide you with a return address and detailed shipping instructions. Note: Unauthorized returns will not be accepted. We strongly recommend using a tracked and signed shipping service, as we are not responsible for lost returned parcels.
- Refund or Exchange: After receiving and inspecting your returned package within 3-5 working days, we will proceed with an item exchange or a refund accordingly.
- For any inquiries regarding returns, feel free to contact us via info@hz-eu.com.
Return Shipping Fees
- Non-Quality Related Returns: If the return is caused by the buyer's personal reasons (e.g., dislike, unnecessary purchase, wrong order or wrong size), the buyer shall bear all return shipping fees and relevant handling charges.
- Quality Related Returns: If the return is caused by our liability (e.g., wrong item delivery, product quality issues), we will offer a full refund and cover the return shipping cost.
Refund Terms
- After receiving and inspecting your returned item, we will inform you of the refund approval result. Once approved, the refund will be processed to your original payment method within 3 working days. Items that do not match the original order information will not be eligible for a refund.
- If you do not receive your refund within 3 working days, please double-check your bank account and contact your bank or credit card institution. Bank processing delays may occur. If the issue persists, please contact us via info@hz-eu.com.
Order Cancellation
We can assist you in canceling your order if you contact us immediately after purchase. If you have paid but the package has not yet been shipped, we can cancel the order for you. Once the package has been dispatched, the order cannot be canceled free of charge.