Refund policy

Haylenbox is committed to providing every customer with high-quality, safe, and reliable collapsible silicone lunch boxes and accessories. We take great pride in the quality of our products and our customer service. At the same time, we understand that there may be instances where customers need to cancel an order, exchange an item, or request a return or refund.


This Return and Refund Policy outlines the rules governing order cancellations, product exchanges, return requests, and refunds. It serves as a guideline to protect the legal rights and interests of both the customer and the company, ensuring a smooth and pleasant shopping experience. Please read the following terms carefully before placing an order.


*Note on Customs Duties and Clearance Fees for Returns*

We offer duty-free and tax-free shipping for all orders within the United States. In the event of a return, exchange, or order cancellation, Haylenbox will cover any customs duties, customs clearance fees, import taxes, or related administrative charges incurred during the return clearance process.

1. Order Cancellation Rules

Customers are allowed to apply for order cancellation within a valid time window, and the applicable rules are divided according to the order shipping status:

1.1 Cancellation Before Shipment

If you need to cancel your order, please contact our customer support team via official email: support@haylenbox.store within 24 hours after payment. We will verify your order information and process a full free cancellation for unshipped orders without any handling fee or service charge.

1.2 Cancellation After Shipment

Once your order has been processed, packed, and dispatched from our warehouse, order cancellation is no longer available. The logistics transportation process cannot be suspended, modified, or reversed. If you still need to return or exchange the goods after shipment, please strictly follow the official return and exchange procedures specified in this policy.

2. General Return & Exchange Eligibility

All eligible return and exchange applications must be initiated within 30 calendar days from the date you receive the goods. Any application exceeding the 30-day valid period will not be accepted. To qualify for return or exchange, the following basic conditions must be met:

  • The product is kept inoriginal, unused, unwashed, and undamaged condition;

  • All original accessories, packaging boxes, protective labels, and attached parts are complete and intact;

  • No man-made damage, scratches, stains, deformation, or private modification;

  • Complete order information and valid proof materials can be provided.

Special Note: Customized products are non-returnable and non-exchangeable. All customized items are specially produced according to customer personal requirements and do not support unconditional return or refund.

3. Product Exchange Process (Defective/Wrong Item)

If you receive defective, damaged, flawed, or incorrectly shipped products caused by our side (including quality defects, factory errors, shipping damage, wrong model, wrong quantity, etc.), we provide free product replacement service.

Please complete the following steps within 30 days after receiving the package:

Step 1: Submit a formal application

Contact our customer support team via support@haylenbox.store, and provide your complete order number, detailed problem description, and valid evidence materials (clear product photos, unboxing videos, defect close-up images, etc.).

Step 2: Official verification and confirmation

Our professional after-sales team will verify your application and evidence within 1–3 working days. Once the product problem is confirmed to be our responsibility, we will send you the official return shipping address and relevant operation instructions.

Step 3: Receive free replacement goods

After we receive and inspect your returned original product, we will arrange brand-new replacement products and complete re-delivery free of charge as soon as possible.

Exchange Restriction: Only unaltered, original products with complete packaging and accessories are eligible for replacement. We reserve the right to reject exchange applications for damaged or incompletely returned goods caused by human factors.

4. Product Return Process (Refund Application)

If you are unsatisfied with your purchased standard products and need to apply for a return and refund, please follow the official process below within 30 days after receipt:

Step 1: Initiate a return application

Send an email to support@haylenbox.store, clearly stating your order number, specific return reason, and attaching corresponding photos or video evidence to assist verification.

Step 2: Obtain official return address

After preliminary verification of your application, we will provide you with the authorized return address and return guidelines. Please do not return goods without authorization, otherwise we cannot confirm and process your refund.

Step 3: Send back the goods as required

Please pack the products strictly in their original state, including all original packaging, labels, accessories, and attachments, and send them back to the designated address completely. We will arrange inspection and refund after receiving the package.

5. Return Shipping Fee Rules

We implement a clear liability-based freight standard:

Our responsibility (free return shipping): If returns are caused by product quality problems, factory defects, in-transit damage, wrong shipment, missing accessories, or other errors on our side, we will bear the full return shipping cost.

Customer responsibility (customer bears freight): For unconditional returns due to personal reasons such as dislike, inappropriate size, personal aesthetic differences, or unnecessary purchase, the customer shall independently bear all return shipping fees.

6. Official Refund Process & Time Limit

Step 1: Product inspection confirmation

After receiving your returned package, our quality inspection team will strictly check the product condition, packaging integrity, and accessories completeness to confirm that it meets the return standards.

Step 2: Initiate refund procedure

After the inspection is passed, we will immediately launch the official refund process.

Step 3: Refund arrival rule

All refunds will be returned via the original payment method used for the order. Due to the processing cycle of different payment platforms and banks, the refund amount may take up to 3 working days to be credited to your account. The specific arrival time is subject to the official processing of your payment institution.

7. Non-Returnable & Non-Refundable Situations

We do not support return or refund applications under the following circumstances:

  • Customized products and personalized custom items;

  • Products exceeding the 30-day valid return and exchange period;

  • Products with man-made damage, scratches, stains, deformation, or disassembled traces;

  • Missing original packaging, labels, accessories, or incomplete product parts;

  • Returns without valid reasons or unauthorized returned packages;

  • Damage caused by improper use, storage, or cleaning by the customer.

8. Customer Support

If you have any questions about order cancellation, return, exchange, refund rules, or after-sales processing progress, please feel free to contact our professional after-sales customer service team. We will reply and resolve your problem within 24 working hours.

Official Contact Email: support@haylenbox.store

Thank you for your trust and support in Haylenbox!