Refund policy

Haylenbox is dedicated to supplying premium, safe, durable collapsible silicone lunch boxes and matching accessories to all customers. We stand firmly behind our product quality and after-sales service. We understand you may need to cancel an order, exchange items, or submit return & refund requests.

This standardized return and refund policy complies with global e-commerce and Google Merchant Center (GMC) compliance requirements. It clearly defines eligible after-sales scenarios, operating procedures, cost liability rules, and non-refundable terms. This policy applies exclusively to orders shipped within the United States. All purchases made in the U.S. shall be governed by the clauses below to protect the legitimate rights of both consumers and our brand. Please read all terms thoroughly before placing an order.

1. Order Cancellation Terms

You may submit a cancellation request based on your order’s shipping status:

1.1 Cancellation Before Shipment

All orders will be dispatched from our China warehouse within 1–2 business days after purchase. You may request a full free cancellation with zero handling or service fees within this window. To submit a request, email our support team at support@haylenbox.store. We will process your refund application within 1–3 business days after verifying your order details.
All refunds will be credited back to your original payment method, covering the full product price plus any sales tax paid at checkout. Original outbound shipping fees will only be refunded if the cancellation or return is caused by our errors.

Refund arrival time varies by payment provider and bank processing schedules; funds may take 3–7 business days to reflect in your account.

1.2 Cancellation After Shipment

Once your order is sorted, packed and dispatched from our warehouse, cross-border logistics cannot be paused, modified or intercepted.

Unauthorized cancellation requests for shipped orders will not be accepted. If you refuse delivery without valid grounds, you shall bear all round-trip cross-border shipping fees, customs return charges, and full liability for any product loss or damage. Please double-check your shipping address and purchased items before checkout to avoid extra losses. If you still need to return or exchange goods after shipment, follow the official return procedures outlined in this policy.

2. Return & Exchange Eligibility

All return or exchange requests must be submitted within 30 calendar days of package delivery. Applications submitted past this window will be rejected. Two sets of eligibility standards apply:
  1. Returns for personal reasons: Items must be brand-new, unused and unwashed with zero damage. All original packaging, accessories, protective films and attachments must be fully intact. Products cannot bear artificial scratches, stains, deformation or signs of unauthorized modification.
  2. Returns for quality/fulfillment errors: Defective or incorrectly shipped items are eligible for returns even if used, provided you supply clear photos or video proof to confirm manufacturing or shipping faults on our side.
  3. Special Note: Custom engraved, name-printed or made-to-order personalized goods are final sale and cannot be returned, exchanged or refunded.

3. Exchange & Full Refund for Our Liability

If you receive defective, damaged, flawed or mis-shipped merchandise caused by our mistakes (including manufacturing defects, transit breakage, wrong item model, quantity shortages or missing accessories), you may choose either a free replacement or a full refund. Complete all steps below within 30 calendar days of receiving your package:
  1. Submit a formal after-sales request:Email support@haylenbox.store with your full order number, detailed issue description and valid supporting materials including product photos, unboxing footage and close-ups of defects.
  2. Verification & Warehouse Information Release:Our after-sales team will review your submission and evidence within 1–3 business days. Once confirmed as our fault, we will share our official U.S. overseas return warehouse address: 1898 E Colton Ave #2, Redlands, CA 92374, along with a complimentary pre-paid return label and full return guidelines.
Important Cost Reminder: Our inventory is stored in China. We only accept returns at the designated U.S. overseas warehouse. Sending items back to our China warehouse will incur substantial cross-border freight and customs fees, which shall be fully covered by the buyer.
  1. Final Resolution:After receiving and inspecting your returned goods at our U.S. warehouse, we will either ship you a brand-new replacement at no extra cost or issue a full refund to your original payment account per your selection. For issues attributable to us, product cost, sales tax and your original outbound shipping fee will all be fully refunded.
Exchange Restriction: Only unaltered items with complete original packaging and accessories qualify for replacement. We reserve the right to deny exchange requests for goods damaged or missing parts due to customer actions.

4. Return Process for Personal Reasons

If you wish to return standard merchandise due to personal preference without quality issues, complete the following steps within 30 calendar days of delivery:
  1. Submit a return request:Email support@haylenbox.store with your order number, return reason and clear photos of the intact product for review.
  2. Obtain Official Return Instructions:We will review your application within 1–3 business days and send you our U.S. return warehouse address: 1898 E Colton Ave #2, Redlands, CA 92374 plus full return rules. Any packages shipped without prior written approval from support will be refused and will not be processed for refunds.
Important Cost Reminder: Our inventory is stored in China. We only accept returns at the designated U.S. overseas warehouse. Sending items back to our China warehouse will incur substantial cross-border freight and customs fees, which shall be fully covered by the buyer.
  1. Pack & Ship the Item Back:Restore the product to its original state with all factory packaging, labels and accessories, then ship it to the designated U.S. warehouse at your own expense. We will process your refund within 1–3 business days after passing inspection.

    For personal-initiated returns, the original outbound shipping fee you paid at checkout is non-refundable. You shall bear all round-trip cross-border freight, customs return fees and full risk of package loss or damage during transit. Double-check your shipping address and order items before payment to avoid unnecessary extra charges.

5. Return Shipping Cost Allocation

Return expenses are assigned based on liability:
  1. Our liability (free return shipping): For quality defects, factory flaws, transit damage, wrong items or missing accessories, we supply a pre-paid U.S. domestic return label and cover all domestic return delivery fees.
  2. Customer liability (buyer covers shipping): For voluntary returns caused by change of mind, unsuitable sizing or impulsive purchases, you must pay all U.S. domestic return shipping charges. The original outbound shipping fee paid at checkout is non-refundable. You will also be responsible for all cross-border round-trip freight, customs charges and total risk of loss or damage to the package.

6. Refund Procedure & Timeline

  1. Product Inspection:After receiving your returned parcel at the U.S. overseas warehouse, our quality control team will fully inspect product condition, packaging completeness and accessory integrity to verify compliance with return standards.
  2. Refund Initiation:We will launch the full refund process immediately once inspection is passed.
  3. Refund Disbursement:All refunds will be issued to your original payment channel, covering full item price plus applicable sales tax. Original outbound shipping fees are only refundable for returns caused by our errors; they cannot be reimbursed for personal returns.
    Depending on your payment provider and bank’s internal processing cycle, funds may take 3–7 business days to appear in your account. Exact timing is determined by your financial institution.

7. Risk Allocation for Lost or Damaged Return Shipments

Risk of loss or damage transfers to Haylenbox only after our staff signs for the package at the U.S. overseas warehouse (1898 E Colton Ave #2, Redlands, CA 92374):
  • For returns shipped via our provided pre-paid label: We accept full liability for loss or damage during U.S. domestic return transit.
  • For self-paid customer returns: You bear complete responsibility for any breakage or loss in transit. We strongly recommend using a fully trackable courier service for all self-funded returns.

8. Partial Returns & Manufacturer Warranty

Partial Returns

If your order contains multiple separate products, you may return individual items independently. Refund amounts will be calculated based on the unit price of each returned product.

Manufacturer Warranty

All Haylenbox goods come with a 12-month manufacturer’s warranty covering material and workmanship defects under regular household use. This warranty does not cover damage from improper use, incorrect cleaning, accidental impact or unauthorized product modification. For warranty claims, email support@haylenbox.store with your order number and clear defect evidence.

9. Non-Returnable & Non-Refundable Scenarios

We reserve the right to reject all return and refund requests under the following circumstances:
  1. Customized, personalized engraved or made-to-order merchandise;
  2. Return requests submitted more than 30 calendar days after delivery;
  3. Items with artificial damage, scratches, stains, deformation or disassembly marks;
  4. Personal returns missing original factory packaging, labels or matching accessories;
  5. Packages shipped without prior written authorization from our support team;
  6. Unjustified refusal of delivery without prior communication with customer service;
  7. Damage caused by improper storage, cleaning or customer misuse.

10. Customer Support

If you have questions regarding order cancellation, exchange rules, return requirements, refund status or after-sales progress, please contact our professional after-sales team at support@haylenbox.store. We will reply and resolve your issue within 1–2 business days.

Thank you for choosing and trusting Haylenbox!