Return & Refund Policy

Please note the following return policy only applies if the product was purchased from us directly. If purchased from a 3rd party source, you will need to contact the company you purchased the product from and follow their return policy.

1. Statutory Right of Withdrawal (For EU Consumers)

If you are a consumer within the European Union, you have the statutory right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you, or a third party indicated by you, acquire physical possession of the goods.

To exercise the right of withdrawal, you must inform us (BSQ Technology GmbH, support@huanuo.com) of your decision to withdraw from this contract by an unequivocal statement (e.g., an e-mail). You may use the attached Model Withdrawal Form at the bottom of this page, but it is not obligatory.

Effects of withdrawal: If you withdraw from this contract within the 14-day statutory period, we will reimburse all payments received from you, including standard delivery costs. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you (handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods). You are also entitled to return sale items during this 14-day statutory period.

2. Huanuo Voluntary 30-Day Return Guarantee

Without prejudice to your statutory right of withdrawal described above, Huanuo offers an extended voluntary 30-day return policy. This means you have up to 30 days after receiving your item to request a return.

For returns requested under this voluntary guarantee (e.g., between Day 15 and Day 30), the following conditions apply: Your item must be in the same condition that you received it; unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, contact us at support@huanuo.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials or flammable liquids or gases. Please get in touch if you have questions or concerns about your specific item. Note: Under our Voluntary 30-Day Guarantee (Day 15-30), we cannot accept returns on sale items or gift cards. (However, your statutory 14-day right remains unaffected).

Return shipping fee

If you want to return or exchange a product without a quality problem, you will have to bear the direct cost of returning the goods (determined according to your address). If the product needs to be returned or exchanged because of a quality problem, defect, or damage upon arrival, you won't be responsible for the return shipping fee.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method. Please allow 5 - 7 business days for it to arrive in your account once processed.