Return & Refund Policy
At myhavello, we want every order to be handled with clear procedures and reasonable after-sales support. We recognize that customers may sometimes need to cancel a purchase, return an item, request a replacement, or seek a refund due to an order or product issue.
This Return & Refund Policy sets out the procedures and conditions that apply to purchases made through myhavello.com, including order cancellations, eligible returns, product problems, exchanges, replacements, and refunds.
myhavello is operated by Quanzhou Gao Gan Xi Ku Network Technology Co., Ltd., which manages the online store, customer communications, order processing, and related after-sales services.
Please review this policy before submitting a return or refund request.
1. Cancelling an Order
If you decide that you no longer want an order, please contact our customer service team as soon as possible after the order is submitted.
Cancellation requests may be accepted within 24 hours of placing the order, provided that the order has not already progressed to a stage where cancellation is no longer practical.
Once an order has entered packaging, fulfillment, dispatch preparation, or shipment processing, cancellation may no longer be available.
If the package has already been shipped, you may contact us after delivery to determine whether the order qualifies for a return under this policy.
To request cancellation, please contact:
Email: service@myhavello.com
Please include your order number, name used for the purchase, and the reason for your cancellation request.
We will review the order status and inform you whether cancellation can still be processed.
No cancellation charge will be imposed unless a specific charge is expressly permitted by applicable law and disclosed to you.
2. Return Time Limit
Eligible customers may request a return within 14 calendar days from the date the order is delivered.
The return request must be submitted within this period.
For products being returned because of a change of preference, the item must also satisfy the applicable return conditions described below.
The 14-day voluntary return period does not restrict any consumer rights or remedies that cannot legally be excluded under applicable law.
3. Requirements for Voluntary Returns
For a return based on personal preference or a change of mind, the product should generally meet all applicable conditions below:
- The return request is submitted within 14 calendar days after delivery.
- The product has not been used.
- The product has not been opened where the nature of the product requires an intact seal.
- Any original protective or hygiene seal remains intact.
- The item is maintained in substantially its original condition.
- Original packaging, components, and accessories are included where applicable.
- Reasonable proof of purchase can be provided.
Certain seasonal, decorative, personal-care, or other products may have specific return requirements based on their nature.
Where a product is intended for personal use or hygiene-sensitive purposes, an opened or used item may not qualify for a voluntary change-of-mind return where such exclusion is permitted by applicable law.
These conditions do not affect rights relating to products that are defective, damaged, unsafe, incorrect, or materially different from their advertised description.
4. How to Request a Return
Before sending any item back, please contact our customer support team.
Customer Support Email: service@myhavello.com
When submitting a return request, please provide:
- Order number
- Product name
- Reason for the return
- Description of the relevant circumstances
- Photos or videos where they may help us assess the issue
After reviewing the request, our support team will advise whether the return is eligible and, when applicable, provide the appropriate return address and shipping instructions.
Please do not send an item to a return address obtained from an unrelated source or assume that the registered company address is the correct return destination.
Customers should wait for return instructions before sending merchandise back.
5. Return Shipping Costs
Responsibility for return shipping expenses depends on the reason for the return.
Returns Due to Customer Preference
For eligible voluntary returns, the customer will generally be responsible for the applicable return shipping cost.
Examples may include:
- A change of mind
- No longer wanting the product
- Selecting the wrong product
- Ordering an unsuitable item
- Choosing another product instead
Where possible, customers should use a shipping method that provides tracking and retain the shipping receipt until the return has been completed.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incorrect, incomplete, or materially inconsistent with its description, please contact us before returning it.
Where the issue resulted from a product problem or an error in our fulfillment process, myhavello will arrange an appropriate remedy and, where a return is required, cover reasonable return shipping costs as applicable.
The available resolution may include a replacement, refund, return, or another appropriate remedy depending on the circumstances and applicable law.
6. Refund Procedure
Once an approved return has been received and reviewed, eligible refunds will generally be initiated within 5–10 business days.
Refunds are normally sent back through the original payment method used for the purchase.
The time required for the refunded amount to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.
If additional information is reasonably required to complete the refund, our customer service team may contact you.
Where applicable law establishes a different refund timeframe or procedure, the legally required standard will apply.
7. Original Shipping Charges
For voluntary returns resulting from a change of mind or personal preference, the original shipping charge is generally not refundable unless otherwise required by applicable law.
If the return is related to an item that was damaged, defective, incorrect, or materially misdescribed, the treatment of the original shipping charge will be determined based on the circumstances and applicable legal requirements.
Any applicable refund adjustment will be communicated clearly.
We will not make deductions that are prohibited by applicable law.
8. Damaged or Defective Products
If an item arrives damaged or appears to have a product defect, please contact us promptly after receiving the order.
Examples of issues may include:
- Damaged product packaging
- Broken containers or components
- Leakage
- Defective product parts
- Broken or compromised protective seals
- Visible contamination
- Manufacturing-related defects
- A product that cannot reasonably be used for its intended purpose
When contacting us, please provide:
- Order number
- Product name
- Description of the problem
- Clear photographs of the product and packaging, where available
Our team will review the information and determine an appropriate solution.
Depending on the circumstances, the resolution may include a replacement, refund, return, or another remedy required under applicable law.
If a product appears unsafe or contaminated, please stop using it immediately.
9. Incorrect, Missing, or Incomplete Orders
If you receive an item that you did not order or discover that a purchased item is missing from your package, please contact customer support.
Please provide your order number and explain which item is affected.
Photographs of the package, shipping label, and products received may assist us in investigating the issue.
After reviewing the order and fulfillment information, we will provide an appropriate solution.
If the issue was caused by an error in our fulfillment process, customers will not be required to bear unreasonable additional shipping costs to correct that error.
10. Product Reactions and Personal Sensitivity
Customers have different preferences and individual sensitivities, and products may not produce identical experiences for every person.
Before using a product, customers should review the product description, ingredients, instructions, warnings, and other information provided on the relevant product page or packaging.
If appropriate for the product, customers may consider testing a small area before full use.
If you experience irritation, discomfort, or an unexpected reaction, discontinue use and seek appropriate professional medical advice when necessary.
If you believe a product may have caused an adverse reaction, please contact:
Please provide the order number, product name, and a description of what occurred.
Each report will be assessed individually. Depending on the circumstances, the matter may qualify for a refund, replacement, return, or another appropriate remedy.
A product not meeting an individual's personal expectations or preferences does not by itself establish that the product is defective.
11. Items That May Not Qualify for Voluntary Returns
Subject to applicable consumer protection requirements, certain items may be excluded from voluntary change-of-mind returns.
These may include:
- Products that have been opened or used
- Personal-care items that cannot reasonably be resold for hygiene reasons
- Products with broken protective or hygiene seals
- Items damaged after delivery through improper use, storage, or handling
- Products for which reasonable proof of purchase cannot be established
- Items submitted after the applicable voluntary return period
- Products subject to specific return restrictions disclosed before purchase
These exclusions do not remove any legal rights relating to defective, damaged, unsafe, incorrect, or materially misdescribed products.
12. Return Address
The address used for returns may vary depending on the product, fulfillment arrangement, warehouse, or logistics provider involved in the order.
After your return request has been reviewed and approved, our customer service team will provide the applicable return destination and shipping instructions.
Please do not send returned products directly to the company's registered business address unless our customer service team specifically instructs you to do so.
The registered business address is provided for business identification and communication purposes and may not be the facility responsible for receiving returned merchandise.
For return assistance, contact:
13. Exchanges and Replacements
If you would prefer an exchange rather than a refund, please contact our customer support team.
Exchange availability depends on product availability, the condition of the original item, and the circumstances of the request.
For products that arrive damaged, defective, incorrect, or materially different from the product information provided, we may offer a replacement where appropriate.
A voluntary exchange based solely on personal preference may be subject to the same eligibility requirements as a standard voluntary return.
Any shipping costs that may apply will be explained before the exchange is arranged.
14. Refund Not Showing in Your Account
If we have confirmed that your refund has been issued but you have not yet received the funds, please:
- Check the payment account used for the original transaction.
- Contact your bank or payment provider to confirm whether the refund is still being processed.
- Allow the additional processing period required by the financial institution.
- If the refund remains unavailable, contact us at service@myhavello.com.
Please provide your order number and any available refund or transaction information so that our team can review the status.
15. Customer Support
For questions regarding cancellations, returns, refunds, replacements, or other order-related concerns, please contact our customer service team.
Customer Support Email:
service@myhavello.com
Business Phone:
+86 595 2888 0786
Official Website:
myhavello.com
For faster assistance with an existing order, please include your order number and a brief explanation of the issue.
16. Company Information
Brand Name:
myhavello
Legal Company Name:
Quanzhou Gao Gan Xi Ku Network Technology Co., Ltd.
Official Website:
myhavello.com
Registered Business Address:
Room 1213, Lishang Building, No. 2209 Jiangbin South Road, Licheng District, Quanzhou City, Fujian Province, China
Customer Support Email:
service@myhavello.com
Business Phone:
+86 595 2888 0786
Business Relationship:
myhavello is operated by Quanzhou Gao Gan Xi Ku Network Technology Co., Ltd.
The company is responsible for the operation of the online store, order coordination, customer communications, and related after-sales services provided through myhavello.com.
Our After-Sales Commitment
At myhavello, we aim to make the after-sales process understandable and accessible.
We will review eligible cancellation, return, replacement, and refund requests based on the circumstances of each order and the requirements of applicable consumer protection laws.
Our customer service team is available to help customers understand the available options and complete the appropriate after-sales process.
Thank you for choosing myhavello. We appreciate your business and aim to provide a straightforward and supportive shopping experience from purchase through after-sales service.