Refund policy
Return and Refund Policy
Eligibility, return steps, shipping responsibility, inspections, and refund timing.
Last updated: August 12, 2026
Before returning anything: email support@hosanwelltech.com and wait for the designated return address. Do not send a return to our Hong Kong registered office or to the address printed on the original parcel.
1. Scope
This policy applies only to products purchased directly from hosanwell.com. Products purchased through Amazon or another retailer or marketplace must be returned through the original place of purchase.
HOSANWELL is operated by HONG KONG CHENHOU TECHNOLOGY CO., LIMITED.
2. Standard 15-day return window
You may request a return for an eligible product within 15 calendar days after the carrier marks the parcel as delivered. The return period begins on the delivery date.
After authorization is issued, the parcel must be handed to the return carrier within 10 calendar days unless our instructions specify otherwise.
3. Return eligibility and condition
Except where applicable law provides otherwise, a standard non-defective return must be:
- Unused, uninstalled, unmodified, clean, and undamaged.
- Returned in its original retail packaging in resalable condition.
- Complete with manuals, cables, screws, brackets, films, pads, adapters, and every included accessory.
- Returned with bundled products and promotional gifts.
- Supported by valid proof of purchase and return authorization.
4. How to request a return
- Contact support. Send your order number, product name, return reason, condition, and relevant photos or video.
- Receive authorization. We will provide the designated return address and instructions.
- Pack securely. Include all components and protective packaging.
- Ship with tracking. Retain the receipt and tracking number.
- Inspection. We inspect the returned product before approving the final resolution.
Unauthorized returns, freight-collect parcels, or products sent to an unapproved address may be refused or delayed.
5. Return shipping responsibility
| Return reason | Return shipping | Arrangement |
|---|---|---|
| Change of mind, wrong model, compatibility error, personal preference | Customer pays | Customer provides trackable return shipment |
| Confirmed defect, shipping damage, missing or incorrect item caused by HOSANWELL | HOSANWELL pays where return is required | Prepaid label or approved postage reimbursement |
6. Restocking fee
Where permitted by law, a restocking fee of up to 20% of the product price may apply to an eligible non-defective return.
The fee may reflect inspection, testing, cleaning, repackaging, restoration, missing packaging or components, or reduced resale value.
No restocking fee applies to a confirmed defective, damaged, missing, or incorrect product caused by HOSANWELL, or to a valid EU or UK statutory withdrawal where such a fee is prohibited.
7. Compatibility returns
HOSANWELL sells independent third-party gaming accessories. Customers should verify the exact console or device model, generation, dimensions, ports, mounting requirements, and compatibility information before ordering.
Consoles, controllers, games, headsets, monitors, and other devices shown for demonstration are not included unless expressly listed in the product page's “What's Included” section.
8. Defective, damaged, missing, or incorrect products
Report visible shipping damage, missing components, or an incorrect product within 5 calendar days after delivery when reasonably possible.
Please retain the product, packaging, carton, shipping label, components, order number, and relevant photos or video.
After review, we may provide troubleshooting, replacement parts, repair, replacement, return authorization, refund, or another appropriate remedy.
9. Items not normally returnable
- Requests submitted after the applicable return window.
- Products purchased through another retailer or marketplace.
- Gift cards, digital products, free replacement parts, and promotional gifts.
- Personalized or custom-made products.
- Used adhesive pads, protective films, cable ties, or single-use materials.
- Products damaged by improper installation, misuse, unauthorized repair, or modification.
- Products marked Final Sale or Non-Returnable, except where mandatory law provides otherwise.
10. Refunds
After an eligible return passes inspection, we normally issue the approved refund to the original payment method within 5 business days.
Original shipping, express shipping, customs duty, VAT, brokerage, and other non-product charges are non-refundable for non-defective returns, except where applicable law requires otherwise.
11. Exchanges
We do not guarantee direct exchanges for change-of-mind or wrong-model returns. The customer may return an eligible product and place a separate order.
12. Cancellations and refused parcels
Contact us promptly if you wish to cancel an unfulfilled order. Cancellation is not automatic or guaranteed. Once processed, packed, or dispatched, the normal return process applies.
13. EU and UK withdrawal rights
Where applicable, an EU or UK consumer may withdraw from an online purchase by sending clear notice within 14 days after receiving the goods.
- The goods must normally be returned within 14 days after sending the notice.
- The consumer bears direct return costs unless law requires otherwise.
- Eligible payments include the least expensive standard outbound delivery.
- No restocking fee applies to a valid statutory withdrawal where prohibited.
14. Contact
HONG KONG CHENHOU TECHNOLOGY CO., LIMITED, trading as HOSANWELL
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
Phone: +852 6219 5386
Support Hours: Monday–Friday, 9:00 AM–6:00 PM HKT
Do not mail returns to the registered office. The designated return address is provided after authorization.