Hinnao Technology Ltd – Returns and Cancellation Policy

Please note that this Policy is in accordance with our General Terms and Conditions, available on our website.

Faulty, Damaged or Incorrect Products
1. By law, we must provide Products that are of satisfactory quality, fit for purpose, as described at the time of purchase, in accordance with any pre-contract information we have provided. If any Products you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect Products, please contact us as soon as reasonably possible to inform us of the fault, damage or error, take a photograph of the Products, describe the faults and send to info@hinnao.com and arrange for the following remedy/remedies:
  1. Beginning on the day that you receive the Products (and ownership of them) you have a 30 calendar day right to reject the Products and to receive a full refund if they do not conform as stated above. In this case you must return the Products as you found them, and we will reimburse delivery costs should we agree to be at fault.
  2. If you do not wish to reject the Products, or if the 30 calendar day rejection period has expired, you may request a replacement. We will bear any associated costs and will provide the replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a replacement is impossible or otherwise disproportionate, we may instead offer you a full refund. If you request a replacement during the 30 calendar day rejection period, that period will be suspended while we provide the replacement and will resume on the day that you receive the replacement Products. If less than 7 calendar days remain out of the original period, it will be extended to 7 calendar days.
  3. If, after replacement, the Products still do not conform (or if we have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the Products at a reduced price, or to reject them in exchange for a refund.
2. To return Products to us for any reason under this clause, please contact us to arrange for the return. We will be fully responsible for the costs of returning Products under this clause 9 and will reimburse you where appropriate.
3. Where possible, when requested please return the faulty Products with all packaging and accessories.
4. Refunds under this clause 8 will be issued within 14 calendar days of the day on which we agree that you are entitled to the refund.
5. Any and all refunds issued under this clause will include all delivery costs paid by you when the Products were originally purchased and will be made using the same payment method that you used when ordering the Products, unless you specifically request that we make a refund using a different method.

Cancelling and Returning Products if You Change Your Mind
1. If you are a Consumer in the United Kingdom, you have a legal right to a “cooling-off” period within which you can cancel the Contract for any reason. This period begins once your Order is complete and we have sent you your Order Confirmation, i.e. when the Contract between you and us is formed. You may also cancel for any reason before we send the Order Confirmation.
2. If the Products are being delivered to you in a single instalment (whether single or multiple items), the legal cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the Products.
3. If the Products are being delivered in separate instalments on separate days, the legal cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the final instalment of Products.
4. If you wish to exercise your right to cancel under this clause, you must inform us of your decision within the cooling-off period. You may do so in any way you wish. Cancellation by email is effective from the date on which you send us your message to info@hinnao.com. Please note that the cooling-off period lasts for 14 whole calendar days. If, for example, you send us an email or letter by 23:59:59 on the final day of the cooling-off period, your cancellation will be valid and accepted.
5. Please note that you may lose your legal right to cancel under this clause if:
  1. the Products are sealed for hygiene reasons and you have unsealed those Products after receiving them
  2. the Products have been personalised or custom-made for you; or
  3. due to the nature of the Products cannot be returned.
6. Please ensure that you return Products to us no more than 14 calendar days after the day on which you informed us of your wish to cancel under this clause 9.
7. You may return Products to us by post or another suitable delivery service of your choice.
8. Please note that you must bear the costs of returning Products to us if cancelling under this clause 10 and we recommend you return by using a tracked delivery service. We will reimburse standard delivery charges in full as part of your refund. However, we cannot reimburse for premium delivery.
9. Refunds under this clause 10 will be issued to you within 14 calendar days from:
  1. the day on which we receive the Products back; or
  2. if we have not yet provided an Order Confirmation or have not yet dispatched the Products, the day on which you inform us that you wish to cancel the Contract.
10. Refunds may be reduced for any diminished value in the Products resulting from your excessive handling of them (e.g. no more than would be permitted in a shop).
11. Refunds under this clause 10 will be made using the same payment method that you used when ordering the Products.