Shipping & Refund Policy
Hengrace Trading Return Policy
Return Eligibility
Unopened and unused products may be returned within 15 days of delivery for a refund. Products must be returned in their original packaging and in the same condition in which they were received.
Returns requested more than 15 days after delivery may be eligible for an exchange or store credit, subject to approval. Returns requested more than 60 days after delivery will not be accepted.
Modified, installed, damaged, or used products are not eligible for return.
Restocking Fee
Approved returns of new and unused products may be subject to a 15% restocking fee. The applicable fee will be confirmed before the return is authorized.
Return Shipping
Customers are responsible for return shipping costs unless the return is caused by our error, such as receiving an incorrect or defective product.
Original shipping fees and handling charges are non-refundable.
How to Request a Return
To request a return, please contact us at Hengrace@lovelalag.com and provide:
• Your order number
• The product name
• The reason for the return
• Photos or videos showing the product condition, if applicable
Do not return any product before receiving return authorization and return instructions from our customer service team.
Refunds
After the returned product has been received and inspected, we will notify you by email whether the refund has been approved.
Approved refunds will be processed within 3 business days and issued to the original payment method. Depending on your bank or payment provider, additional processing time may be required before the refund appears in your account.
Shipping Policy
Shipping policy
Some products may require order handling before shipment. Estimated delivery time is usually 6–20 business days, including order handling time and transit time. Actual delivery time may vary by product type, quantity, destination, courier service, and customs clearance.
Standard Shipping
Estimated delivery times vary by destination:
1. North America, most European countries, Australia, and New Zealand: 6–12 business days.
2. Asia: 5–10 business days.
3. South America: 12–15 business days.
4. Israel, Kuwait, Saudi Arabia, and the United Arab Emirates: 10–12 business days.
5. Other Middle Eastern destinations: 20–30 business days.
These estimates do not include the 1–3 business days required for order processing. Delivery times may be affected by customs clearance, local carrier delays, weather conditions, or an incorrect shipping address.
Expedited Shipping
Expedited shipping may be available for an additional fee of $17.99.
Orders normally require 1–3 business days for processing, followed by approximately 5–7 business days for delivery. The estimated total delivery time is 6–10 business days.
Availability depends on the product and destination. If expedited shipping is available for your order, the option will appear at checkout.
Tips:
1) Express Shipping is not available for P.O. Boxes and APO/FPO addresses.
2) Shipping Time does not include a 1-3 day processing period required to process your order from the date your order is placed.
3) We will make every effort to deliver your package ASAP. However, additional time may be required due to invalid addresses and custom clearance issues.
4) If there is any shipping issue with your package, you must contact Customer Support within 60 days after your order was placed.
5) We are not responsible for the return packages, so make sure you filled your address correctly and keep tracking your package, please.
