Refund policy

hsonlinegroup

Last updated: June 16, 2026

Thank you for shopping with hsonlinegroup ("we," "us," or "our"). Please read this Refund & Return Policy carefully before placing an order. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms below.

1. Made-to-Order Products

All of our products are produced on a print-on-demand basis. This means each item is custom-made and printed specifically for you by our third-party manufacturing and fulfillment partner only after you place your order. Because every product is made to order, we generally do not accept returns, exchanges, or refunds for buyer's remorse — for example, if you change your mind, no longer want the item, or simply do not like it after delivery.

We strongly encourage you to review your order carefully — including size charts, product descriptions, design, spelling, and shipping address — before completing your purchase.

2. Damaged, Defective, or Misprinted Items

We stand behind the quality of our products. If you receive an item that is damaged, defective, or misprinted due to a manufacturing or printing error, you are eligible for a free replacement (reprint) or a refund at our discretion.

To qualify, you must contact us:

  • Within 30 days of the date the product was delivered/received; and
  • With a clear photograph showing the issue (and, where relevant, the mailing label or packaging).

You do not need to ship the damaged item back to us unless we specifically request it. Claims submitted after the 30-day window may not be honored.

3. Wrong Size, Wrong Item, or Change of Mind

Because our products are custom-made to order, we cannot offer free refunds or replacements if:

  • You ordered the wrong size;
  • You selected the wrong product, color, or style;
  • You changed your mind or no longer want the item; or
  • The item does not fit as you expected.

Please consult our size guides and product details before ordering. If you would like a different size or item, you are welcome to place a new order at your own expense. Any size exchange or replacement in these circumstances is offered solely at our discretion and at your cost.

4. Incorrect or Incomplete Shipping Information

It is your responsibility to provide a complete and accurate shipping address at checkout. If an order is returned to us, lost, or delayed because of an incorrect or incomplete address provided by you, or because the package went unclaimed, we are not responsible and are not obligated to issue a refund or free replacement.

If the returned package is recoverable, you may request that we re-ship it, but you will be responsible for the reshipment costs.

5. Lost or Delayed Shipments

Once an order leaves our fulfillment facility, it is handled by third-party carriers. While we will do our best to assist, we are not liable for shipping delays, misrouting, or losses caused by the carrier, customs processing, weather, or other circumstances beyond our reasonable control.

If a package is confirmed lost in transit (and the loss is not due to an incorrect address you provided), please contact us within 30 days of the estimated delivery date and we will work with our fulfillment partner to arrange a replacement or refund where applicable.

6. Order Changes & Cancellations

Because production begins shortly after an order is placed, we can only modify or cancel an order if the request is received before the item enters production. Once production has started, the order can no longer be changed or cancelled. Please contact us immediately if you need to make a change.

7. Non-Returnable Items

For health and hygiene reasons, certain items cannot be returned, exchanged, or refunded except in cases of a manufacturing defect. These include, without limitation: face masks, earrings and other pierced jewelry, cosmetics, intimate or sanitary goods, and any items marked "final sale," "personalized," or "made to order."

8. How to Submit a Claim

To request a refund or replacement, please contact us with the following:

  1. Your order number;
  2. A description of the issue;
  3. Clear photos of the product and/or packaging showing the defect or damage.

Email: hsonlinegroup@gmail.com

We aim to respond to all claims within 2–5 business days.

9. Refunds

If your claim is approved:

  • Refunds will be issued to your original payment method (or, at our discretion, as store credit).
  • Please allow 5–10 business days after approval for the refund to be processed, depending on your bank or card issuer.
  • Original shipping charges are non-refundable except where the return is due to our error.

10. Your Statutory Rights

Nothing in this policy is intended to limit or exclude any rights you may have under applicable consumer-protection laws in your jurisdiction that cannot be waived or excluded by agreement. Where mandatory consumer law grants you greater rights than those described here, those rights apply.

11. Contact Us

hsonlinegroup
Email: hsonlinegroup@gmail.com

This policy reflects the fulfillment terms of our print-on-demand manufacturing partner. It may be updated from time to time; the version posted at the time of your purchase governs your order.