At HeTu Store, your satisfaction is our priority. As a premier factory-direct provider, we maintain rigorous quality control standards for every plumbing fixture we ship to ensure professional-grade performance and durability.
1. Return Window
Our standard return policy is valid for 30 days from the date of purchase. If 30 days have elapsed since your purchase, we are unable to process a refund or exchange.
2. Eligibility for Returns
To be eligible for a return, your item must be unused, in the same condition as received, and in its original professional packaging. Items showing signs of installation or use cannot be accepted.
3. B2B Bulk Quality Guarantee
For large project orders, we provide a 1-year factory warranty on all brass and stainless steel components. Defective items will be replaced or credited in the next shipment. This guarantee reflects our commitment to long-term B2B partnerships and project reliability.
4. Non-returnable Items
Several types of goods are exempt from being returned:
- Custom-made or personalized B2B project orders tailored to specific technical requirements.
- Consumable parts or individual components sold as part of a bulk clearance.
- Gift cards and promotional samples.
5. Refund Process
Upon receipt and inspection of your return, we will notify you via email regarding the status of your refund. Approved refunds will be processed, and a credit will be applied to your original payment method within 7-10 business days.
6. International Return Shipping
For international returns, please ensure the package is clearly marked as “RETURNED GOODS” to avoid unnecessary customs delays. Mail your return to our factory logistics center:
- Address: No. 16, Luncang Industrial Zone, Nan’an, Quanzhou, Fujian, China.
- Postal Code: 362300
- Recipient: HeTu Factory After-sales Department
- Contact: +86 18259518335
Customers are responsible for return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance for high-value returns.
7. Professional Support
Contact our support team at 11668255@qq.com for any technical inquiries or assistance with your return process.