Returns, Refund & Order Cancellation Policy
Return, refund, and cancellation policies may vary depending on order type, customization scope, and production stage.
Before You Place an Order
Before production begins, customers are responsible for reviewing and confirming all key order details, including but not limited to:product typesize and structurematerial routeprinting artwork and color requirementsquantitypacking requirementsdestination marketany requested testing or documentation scopeFor custom or OEM / ODM orders, production will be arranged based on the approved specifications and any approved sample, proof, or artwork confirmation.
Order Cancellation
Before Production StartsOrders may be cancelled before production starts. If any administrative, proofing, sampling, material preparation, or other project-related costs have already been incurred, such costs may be deducted from any refundable amount.
After Production Has StartedOnce production has started, cancellation requests may not be accepted, or may be subject to recovery of costs already incurred, including but not limited to materials, printing preparation, labor, sampling, tooling, and production scheduling costs.
After ShipmentOrders cannot be cancelled after shipment has been dispatched.
Sample Orders
Sample fees, courier charges, and any proofing, mockup, or development costs are generally non-refundable unless otherwise agreed in writing. If a customer requests customized samples, mockups, Pantone matching, or color-matching work, these costs are treated as project preparation costs and are not refundable once completed, unless otherwise agreed in writing.
Standard Products
For standard, non-customized products, return requests may be reviewed on a case-by-case basis if:the goods are unusedthe goods remain in original packagingthe request is submitted within the required claim periodthe goods are not damaged due to customer handling, storage, or transport after deliveryReturn authorization must be obtained in advance. Unauthorized returns will not be accepted.
Custom-Printed, OEM / ODM, and Project-Based Orders
Custom-printed products, OEM / ODM developments, private-label orders, and products manufactured to customer specifications are generally non-returnable and non-refundable once production has started.This includes orders involving:custom artwork or brandingcustom size or structurecustomer-approved samples or proofsproject-based material selectionmarket-specific testing or documentation preparationspecial packing or shipment requirementsBecause these orders are produced specifically for the customer, they normally cannot be resold or restocked.
Damaged, Incorrect, or Non-Conforming Goods
HNaralon provides B2B customized and bulk supply products. Returns, replacements, refunds, claims, or compensation matters are not handled as standard online retail returns.
Customers must inspect the goods promptly upon receipt. If the goods are believed to be damaged, incorrect, defective, or materially non-conforming to the confirmed order, the customer must notify HNaralon in writing within 7 calendar days after receipt of the goods, unless otherwise agreed in writing.
The claim notice should include:
- Order number
- Product name and affected quantity
- Description of the issue
- Photographs or videos of the goods, packaging, labels, carton markings, and shipping condition
- Any other supporting evidence reasonably requested by HNaralon
HNaralon may review the claim and, where necessary, request additional information, retained samples, inspection records, or third-party evaluation.
If a claim is confirmed as valid, the remedy may include, at HNaralon’s option:
- Replacement of the affected goods
- Partial refund
- Credit toward a future order
- Other commercially reasonable corrective action
Any return, replacement, refund, credit, or other corrective action must be confirmed in writing by HNaralon. Products should not be returned without prior written approval from HNaralon.
Situations Not Eligible for Return or Refund
Returns or refunds will generally not be accepted for:custom-printed or OEM / ODM orders after production startscustomer-approved artwork, proofs, or samplesminor color variation within normal industry toleranceminor dimension or quantity variation within agreed manufacturing toleranceissues caused by incorrect storage, handling, transport, or use after deliveryclaims submitted after the claim periodgoods returned without prior written authorizationcourier, customs, duties, taxes, or destination charges unless otherwise agreed.
Return Authorization
No goods may be returned without prior written approval from HNaralon.If a return is approved, HNaralon will provide return instructions, including the return address, required documentation, and any applicable labeling or shipment requirements.Goods returned without authorization may be refused.
Return Shipping Costs
If the return is due to a confirmed supplier-side issue, return shipping responsibility will be handled according to the agreed resolution.If the return is not due to a confirmed supplier-side issue, the customer is responsible for all return shipping, handling, customs, duties, and related charges.
Refund Method and Timing
Refunds or credits, if any, will be handled according to the confirmed commercial terms and written agreement. Refund timing may vary depending on:claim reviewbanking/payment processingreturn verification, if applicablededuction of any non-refundable charges already incurredShipping, sampling, proofing, tooling, development, and project-preparation costs are generally non-refundable unless otherwise agreed in writing.
Documentation and Regulatory Scope
Testing, declarations, or project-based supporting documents prepared according to the confirmed project scope do not by themselves create a right of return or refund unless the delivered goods are materially inconsistent with the confirmed order.Customers remain responsible for confirming that the ordered product, specifications, intended use, destination market, and documentation scope fit their internal approval process and market requirements before production begins.
Contact for Claims
For return, refund, or cancellation requests, please contact:
HNaralonClaims Email: [danny@hnaralon.com]
Phone / WhatsApp: [+86 13505831152]
Office Hours: Mon–Fri 9:00AM – 5:30PM (GMT+8).
Please include your order number, product details, and supporting evidence when submitting a claim.
Policy Updates
HNaralon may update these Shipping & Order Terms from time to time to reflect changes in our business process, shipping arrangements, order communication, legal requirements, or operating practices.
The latest version published on this website will apply to website use and general B2B inquiry communication, unless a separate written agreement applies to a specific confirmed order.
Last updated: June 12, 2026