Refund policy

Return & Refund Policy

Thank you for shopping with Housewan. We hope you are satisfied with your purchase. If you are not completely satisfied with your order, please review the following Return & Refund Policy before requesting a return.

Returns

To be eligible for a return and refund, the item must be returned within 30 calendar days of purchase.

Returned products must:

  • Be unused and in the same condition in which you received them.

  • Be undamaged and in their original condition.

  • Include the original packaging where applicable.

  • Include valid proof of purchase.

To start a return, please contact our Support Center before sending the item back. Our customer service team will provide you with the appropriate return instructions and return address.

Return Process

To request a return:

  1. Contact our customer service team and provide your order information and reason for the return.

  2. Wait for our team to provide the return address and instructions.

  3. Securely package the item, preferably using its original packaging.

  4. Include your proof of purchase or receipt.

  5. Ship the package to the return address provided by our customer service team.

  6. Once we receive the returned item, we will inspect it and determine whether it qualifies for a refund or exchange.

Please do not send your return to an address without first contacting our customer service team.

Return Shipping Costs

If the return is requested because of a customer preference or other reason that is not caused by an error on the part of Housewan, the customer is responsible for the return shipping costs.

The actual return shipping cost will depend on the courier, shipping service, package size, weight, and destination.

If you received an incorrect, defective, or damaged item due to an error on our part, please contact us as soon as possible. In such cases, we will provide appropriate instructions regarding the return shipping costs.

Order Cancellation

Orders may be canceled if the cancellation request is submitted before the order has been shipped, provided that cancellation is still possible for the order.

If your order has not yet been shipped, please contact our customer service team as soon as possible to request cancellation.

Once an order has been shipped, cancellation may no longer be possible. In such cases, you may need to follow our standard return procedure after receiving the order.

We generally begin processing orders within 2–3 business days, so we recommend submitting cancellation requests as soon as possible after placing an order.

Refunds

Once your returned item has been received and inspected, we will process the applicable refund or exchange.

Refund Method

Approved refunds will generally be issued to the original payment method used to place the order, such as:

  • Credit card

  • Debit card

  • PayPal

  • Other payment methods used at checkout

Refund Processing Time

After your returned parcel has been delivered to our warehouse and verified, the refund will generally be processed within 5–7 business days.

Once the refund has been issued, the time required for the funds to appear in your account depends on your bank or payment provider. In general, it may take an additional 3–10 business days.

We will notify you by email once your refund has been processed.

Damaged, Defective, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect due to an error on our part, please contact our customer service team as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the item

  • Photographs of the packaging, if relevant

After reviewing the information, our team will provide instructions for the appropriate refund, replacement, or exchange.

Non-Returnable Items

Certain products cannot be returned or exchanged, including:

  • Perishable items

  • Intimate or personal-use products

  • Gift cards

  • Custom or personalized products

  • Digital products

Additional product-specific return restrictions may apply where clearly stated on the product page.

Non-Refundable Fees

Certain fees may not be refundable, including optional expedited shipping upgrades selected by the customer at checkout.

Standard shipping charges may also be non-refundable where permitted by applicable law and depending on the reason for the return.

Nothing in this policy is intended to limit any statutory consumer rights that may apply to you.

Return Address

Returns must only be sent to the return address provided by our customer service team.

Our current return facility is located at:

Country: China
Province: Guangdong Province
City: Dongguan City
Address: Xiaobai Ju Supply Chain, 4th Floor, Building B, Keshui Jingu, No. 1 Dongfeng West Road, Dali Village, Qingxi Town
Contact: Du Zuojun (Qyq)
Postal Code: 523648
Phone: 13360663005

Important: Please contact our customer service team before sending a return. The return address or instructions may vary depending on your order and return circumstances.

Estimated Return Shipping Options from the UK

The following are approximate examples of return shipping options from the UK to our warehouse. Actual prices and delivery times may vary depending on the courier, package dimensions, weight, destination, and service selected.

Small Parcels — Up to 2 kg

Shipping Option Estimated Cost Estimated Transit Time
Standard — Royal Mail / DPD £8–£18 10–25 working days
Express — DHL Express / FedEx £35–£65 3–7 working days
Economy — Local Courier £4–£10 4–15 working days
Special Clearance Line Approximately £45 5–10 working days

Medium Parcels — 2–10 kg

Shipping Option Estimated Cost Estimated Transit Time
Standard — Royal Mail / DPD £25–£50 15–30 working days
Express — DHL Express / FedEx £75–£150 4–10 working days
Economy — Air Freight Special Line From £6/kg 5–10 working days
Local Logistics From £9 Approximately 16 working days

Large Parcels — Over 10 kg

Shipping Option Estimated Cost Estimated Transit Time
Economy — Sea Freight / LCL £6–£9/kg 28–40 working days
Rail Freight Varies Approximately 18–20 working days

For larger or bulk shipments, shipping costs may vary significantly depending on the total weight, dimensions, destination, and freight provider.

Important Return Shipping Notes

  • Please include the appropriate return documentation with your parcel to help avoid unnecessary customs delays or fees.

  • Economy shipping options may take longer to arrive. Please choose your shipping method based on your preferred balance between cost and delivery speed.

  • For bulk shipments weighing more than 45 kg, shipping rates may be negotiable with the relevant freight provider.

  • Keep your return tracking information and proof of shipment until your return has been fully processed.

  • Housewan is not responsible for returns sent to an incorrect or unauthorized address.

  • Customers are responsible for ensuring that returned packages are properly packaged and addressed.

Questions About Returns?

If you have any questions about this Return & Refund Policy or need help with a return, please contact our Support Center.

When contacting us, please include your name, order number, and a description of your request. For damaged or incorrect items, please also include clear photographs of the product.

Our customer service team will be happy to assist you.