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Last Updated: March 4, 2026

Company Name: Shaodong Lugu Trading Co., Ltd.

Address: No. 62, Hongzhao Road, Hongtuling Community, Dahetang Street, Shaodong City, Shaoyang, Hunan Province, China

Authorized Director: Xu Qinglu

Social Credit Code: 91430582MAK1LR0109

Email: service@mail.hoxvay.com

Phone: +86 16253657512

Thank you for choosing Hoxvay Kitchenware! We strive to provide high-quality kitchen products and a satisfying shopping experience for every customer. To ensure your rights and interests are protected, we have formulated the following return and refund policy. Please read it carefully before initiating a return or exchange.

1. Eligibility for Return & Exchange

You may return or exchange any products purchased from us within 14 days from the date of receipt, provided that the products are in their original condition (unused, undamaged, with original packaging and tags intact).

Note: Customized products are not eligible for return or exchange unless they have quality issues caused by us.

2. Order Status & Initiation Time

You can initiate a return or exchange only after your order status is updated to "Shipped".

Your order status will be automatically updated within 24 hours after you receive the product. Once the status is updated, you may proceed with the return or exchange process.

3. Shipping Fee Responsibility

  • If the return/exchange is caused by our reasons (e.g., product quality defects, wrong item shipped, missing accessories), we will bear all the return and exchange shipping costs.
  • If the return/exchange is caused by your reasons (e.g., change of mind, incorrect purchase, no quality issues), you will be responsible for all the return and exchange shipping costs.

    • 4. Refund Process & Timing

    After we receive and inspect the returned product (to confirm it meets the return eligibility), we will process your refund within 7-15 business days.

    The refund will be credited back to your original payment account. Please note that the actual time for the refund to arrive in your account may vary slightly depending on your payment method and bank processing speed.

    5. How to Contact Us

    If you need to initiate a return, exchange, or have any questions about our return and refund policy, please contact our customer service team via email:

    Customer Service Email: service@mail.hoxvay.com

    Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (UTC+8)

    Our team will respond to your inquiry promptly and guide you through the return/exchange process.

    6. Additional Notes

    1. Please ensure that the returned product is properly packaged to avoid damage during transportation. If the product is damaged due to improper packaging, we reserve the right to refuse the return or deduct corresponding fees.

    2. We will not accept returns or exchanges for products that are damaged, used, or missing original packaging due to customer negligence.

    3. For any product quality issues, please provide photos or videos as proof when contacting customer service, which will help us process your request more efficiently.

    We reserve the right to adjust this return and refund policy as needed. Any updates will be posted on our official website. If you have any questions, please feel free to contact us. Thank you for your understanding and support!

    — The Hoxvay Kitchen Team

    Return and exchange address: No. 62, Hongzhao Road, Hongtuling Community, Dahetang Street, Shaodong City, Shaoyang, Hunan Province, China