Refund Policy

At hxbyx, customer satisfaction is our top priority.
We stand behind the quality of every EVA foam product we manufacture and want every customer to feel confident in their purchase.
This Refund Policy outlines how refunds are processed for eligible orders.

1. Eligibility for Refunds

Refunds are available under the following circumstances:

  • You received a product that was defective, damaged during shipping, or incorrectly delivered.

  • You canceled your order within 24 hours after placing it.

  • You returned a non-customized standard product in accordance with our Return Policy.

Custom-made or personalized products are not eligible for refunds unless there is a confirmed manufacturing defect or shipping error.

2. Refund Process

To initiate a refund request, please contact our customer service team at info@hxbyx.com within 30 days of receiving your order.
Include the following information in your email:

  • Order number

  • Reason for refund

  • Photos or videos (if item is defective or damaged)

Once your request is reviewed and approved, we will provide a Return Authorization Number (RAN) and instructions for returning the item (if required).

Refunds will only be processed for items returned in original condition and packaging unless damaged upon arrival.

3. Refund Timeframe

Once we receive and inspect the returned product (if applicable), we will process the refund within 7 business days.
You will be notified by email once the refund has been issued.

Please note that it may take additional time for your bank or payment provider to reflect the refund in your account, depending on their processing times.

4. Refund Method

All refunds are issued using the original payment method.
hxbyx does not issue refunds to alternative accounts or payment services.
If the original payment method is no longer valid, please contact your payment provider for further assistance.

5. Shipping Fees and Responsibilities

If a refund is approved due to:

  • Product defect, shipping damage, or wrong item → hxbyx covers all return and reshipping costs.

  • Customer error or change of mind → Customer is responsible for the return shipping fee, and the original shipping cost will not be refunded.

Refunds will be issued for the product price only, unless the full shipping cost is covered by hxbyx (e.g., damaged or incorrect orders).

6. Order Cancellation

Customers may cancel an order within 24 hours after payment for a full refund.
Once production or shipment begins, cancellation requests may not be accepted.

7. Non-Refundable Situations

Refunds will not be issued if:

  • The item is a custom order and was produced according to approved design.

  • The product has been used, cut, or altered by the customer.

  • The return request is submitted more than 30 days after delivery.

8. Contact Us

If you have questions regarding refunds or order issues, please reach out to our support team:
Email: info@hxbyx.com
Website: www.hxbyx.com
Location: Rm 03,20F,Unit 1,Bldg 6,Zhongxin Kaixuan City Garden,No.7 Cuizhu 4th Rd,Sandong Town,Huizhou City, CHINA

Our goal is to make every purchase experience smooth and transparent.
We’re always here to help resolve any issues quickly and fairly.