Refund policy

Return & Refund Policy

If you are not satisfied with your purchase, contact us within 14 days after receiving the item for orders delivered to the European Union, or within 30 days after receiving the item for orders delivered to other regions. Eligible regular-price, sale, and promotional items follow the same return conditions and the return period applicable to their destination. Requests submitted after the applicable return period may not be accepted except where required by law.

Email marketinghzxvogen@hzxvogen.com or use our website chat. We normally reply within 1–2 business days.

General Return Process

1. Request authorization: Send your order number and, when relevant, clear photos or a short video. We normally review eligibility within 3 business days.
2. Confirm the applicable published return location: The available regional return locations are published below. Our authorization email will confirm which location applies to your order based on the original fulfillment region and product type, together with the recommended carrier and any estimated customer-paid return cost.
3. Return the item: Do not send an item to a location that has not been confirmed for your order. Unauthorized returns may not be accepted. Use a trackable service and keep the receipt.
4. Inspection and resolution: We normally inspect returned items within 3–5 business days after delivery, then issue an approved refund or replacement.

Published Return Locations

Before sending any return, contact marketinghzxvogen@hzxvogen.com to obtain return authorization (RMA) and confirmation of the correct location for your order. The available return locations are:

United States — East Coast

1175 Florence Columbus Road UNITC (A1-A11)
Bordentown, NJ 08505
United States

United States — West Coast

2221 Remington Ave
Ontario, California 91762
United States

Europe

Heinrich-Barth-Str. 18A
53881 Euskirchen
Germany

United Kingdom

C/O Jupiter, Unit 1 Watling Street
Kingswood Lakeside, Cannock, Staffordshire, WS11 1SL
United Kingdom

Australia — Victoria

C/O PO BOX 4001
BAYSWATER VIC 3153
Australia

Australia — New South Wales

P.O. Box 218
Georges Hall NSW 2198
Australia

Canada

C/O 10 Whybank Dr
Brampton, ON L7A 1B6
Canada

These locations are disclosed before purchase so customers can identify the likely return destination. The applicable location depends on the original fulfillment region and product type. Contact us before shipping and do not send a return to an unconfirmed location.

Return Conditions

• The request must be submitted within 14 days after delivery for orders delivered to the European Union, or within 30 days after delivery for orders delivered to other regions.
• The item should be returned in the condition received, with included accessories and original packaging where reasonably possible. Proof of purchase is required.
• Sale and promotional items are eligible under the same conditions as regular-price items.
• Gift cards and items damaged through customer misuse are not returnable, except where required by law.

Return Shipping and Fees

If the return results from an incorrect item, confirmed product defect, or other seller error, HZXVOGEN covers the reasonable return shipping cost and provides a full refund or replacement.

For preference-based returns, such as ordering the wrong model or no longer wanting the item, the customer pays the return shipping cost to the applicable published return location. The authorization email will confirm the location and provide any available estimated cost information.

We do not charge a restocking fee.

Original outbound shipping is not refundable for preference-based returns unless required by law. It is refunded when the return results from our error.

Refunds

Approved refunds are issued to the original payment method within 2–3 business days after inspection. Your bank or payment provider may need additional processing time. If a refund is delayed, contact marketinghzxvogen@hzxvogen.com.

Order Cancellations

We can cancel and fully refund an order before it is shipped. Once an order has shipped, it must follow the return process above.

EU Consumers – Right of Withdrawal

Consumers residing in the European Union may withdraw from an eligible purchase within 14 calendar days after delivery, subject to applicable law. Contact marketinghzxvogen@hzxvogen.com for instructions. Nothing in this policy limits mandatory consumer rights.