Refund policy
Last updated: August 6, 2026
You may request a return for an eligible item within 15 calendar days after the carrier marks the package as delivered. Return authorization and the eligibility conditions below apply. This policy applies only to purchases made directly through the HOSANWELL official website. Products purchased from Amazon or another retailer must be returned through the original place of purchase.
HOSANWELL is a trading brand operated by HONG KONG CHENHOU TECHNOLOGY CO., LIMITED.
Return window and eligibility
Eligible products may be returned within 15 calendar days after the carrier marks the package as delivered. Requests submitted after this period may be refused.
Receiving return authorization does not guarantee a refund. All returned products are inspected before a refund, replacement, or other resolution is approved.
To qualify for return, a product should be:
- Unused, uninstalled, unmodified, and undamaged.
- In its original retail packaging in resalable condition.
- Complete with all manuals, cables, screws, brackets, films, and accessories.
- Returned with any promotional gifts and bundled products.
- Supported by valid proof of purchase and prior return authorization.
How to request a return
- Request approval. Email your order number, return reason, proof of purchase, and supporting photos or videos where applicable to support@hosanwelltech.com.
- Receive instructions. If eligible, we will provide return authorization and the designated return address for your order.
- Pack and ship. Return every component in the original packaging using a trackable shipping service. The package must be shipped within 10 calendar days after authorization is issued.
- Inspection and outcome. We inspect the return and then approve a refund, replacement, repair, parts, or another appropriate resolution.
Do not send a return to our registered office or to the address shown on the original package. Unauthorized returns, freight-collect packages, or products sent to a different address may be refused, returned to the sender, or remain unprocessed.
EU 14-day right of withdrawal
If you are a consumer in the European Union and this right applies to your purchase, you may withdraw from an online order without giving a reason.
- Notify us within 14 days. The period starts the day after you, or a third party named by you other than the carrier, receives the goods. For goods from one order delivered separately, it starts after receipt of the last item.
- Send a clear statement. Email support@hosanwelltech.com with your order number and an unambiguous statement that you are withdrawing. You may use the model form below, but it is not mandatory.
- Return within 14 more days. Send the goods no later than 14 days after notifying us. We will provide the designated return address. You bear the direct return cost unless we agree otherwise or applicable law requires us to pay it.
- Statutory refund. We refund eligible payments, including the least expensive standard outbound delivery, within 14 days after receiving your notice. We may withhold the refund until we receive the goods or you provide evidence of return, whichever occurs first.
No restocking fee applies to a valid EU statutory withdrawal. You are responsible only for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning. Statutory exceptions may apply, including to clearly personalized goods and certain sealed goods after unsealing. A “Final Sale” label alone does not remove a mandatory withdrawal right.
This EU section prevails over any conflicting return-authorization, product-condition, deduction, or refund-timing term in our general policy. Requesting authorization helps us route the parcel, but a clear withdrawal notice sent on time is sufficient to exercise the right. This right is separate from your rights for faulty or non-conforming goods.
EU model withdrawal form
Complete and send this form only if you wish to withdraw from the contract. You may instead send any other clear statement containing the same information.
To: HONG KONG CHENHOU TECHNOLOGY CO., LIMITED
Registered Office: FLAT/RM 03, 24/F, HO KING COMMERCIAL CENTRE, 2-16 FA YUEN STREET, MONG KOK, KOWLOON, HONG KONG
Email: support@hosanwelltech.com
I hereby give notice that I withdraw from my contract of sale for the following goods: [describe goods].
Order number: [order number].
Ordered on / received on: [date].
Consumer name: [name].
Consumer address: [address].
Date: [date].
Signature: [only required if this form is submitted on paper].
Compatibility and ordering errors
Customers are responsible for checking the product model, console version, dimensions, mounting requirements, and compatibility information before ordering.
If compatibility is clearly stated on the product page, ordering the wrong model is treated as a non-defective return. A product installed, assembled, modified, or damaged while testing compatibility may not qualify for return.
Non-defective returns
Change of mind, ordering the wrong product, compatibility errors, personal preference, no longer needing the product, and refusal of delivery without an error caused by HOSANWELL are non-defective returns.
The customer is responsible for return shipping and all non-refundable shipping, handling, expedited delivery, customs, duty, VAT, and brokerage charges. Costs caused by an incorrect or incomplete address may be deducted from the refund.
For a non-defective return from an order that received free shipping, our actual outbound shipping cost may be deducted from the refund where permitted by applicable law.
Defective, damaged, missing, or incorrect items
Visible shipping damage, missing components, or an incorrect product should be reported within 5 calendar days of delivery. Keep the product, packaging, shipping carton, label, and every component until the claim is resolved.
Please include:
- Order number and proof of purchase.
- A clear description of the issue.
- Photos or video showing the issue.
- Photos of the shipping carton, shipping label, and received components.
- Product model or serial number where applicable.
- Your complete delivery address.
After review, HOSANWELL may provide troubleshooting, replacement parts, repair, replacement, return authorization, refund, or another reasonable solution, subject to applicable law.