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Return & refund policy

After-Sales Policy

We are committed to providing a satisfactory shopping experience for every customer. Please read the following policies carefully to understand the specific terms regarding order cancellation, product issues, quality assurance, returns, and refunds.

Return & Refund

Return Period

You may apply for a return and refund within 15 days after your order has been delivered if you are not satisfied with the product.

Return Conditions

The item(s) to be returned must be unused, in their original packaging, and include all original accessories and free gifts. All returned items, accessories, packaging, and free gifts must be complete and undamaged.

Return Shipping Costs

  • Returns not caused by a product issue: HTVRONT EU will cover the return shipping cost.
  • Returns caused by a product quality issue: HTVRONT EU will cover both the return shipping cost and the shipping cost for any replacement.

Before returning a product, please contact our customer service team for return authorization and return instructions. Returns sent without prior authorization may not be accepted.

Product Issues Resolution

If you encounter any of the following issues with the product you received, please contact our customer service team promptly. We will review the situation and provide an appropriate solution.

Wrong Item Received

If you receive an item different from what you ordered, we will offer a full refund or reshipment. The incorrect item must be returned according to the instructions provided by our customer service team.

Damaged Item

If the item is damaged during shipping, we will offer a full refund or replacement. The damaged item may need to be returned according to the instructions provided by our customer service team.

Missing Item

If an item or part of your order is missing during shipping, we will offer a refund or reshipment for the missing item or part after verification.

Cosmetic Defect

If the received item has a non-functional cosmetic defect, such as scratches or color variance, HTVRONT may provide compensation or a replacement depending on the specific circumstances.

Missing Accessories

If any accessories included with the machine are missing, we will resend the missing accessories after verification. If a brand-new product has significant missing components, we may replace the entire machine depending on the circumstances.

Order Cancellation

Orders cannot be canceled directly through the website after payment has been completed. Please contact our customer service team immediately if you need to cancel an order.

If the order has already entered the processing or shipping stage, cancellation may no longer be possible. In this situation, you may need to wait until the order is delivered and then request a return in accordance with this policy.

Refund Method

All approved refunds will be credited back to the original payment method used to place the order. The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.

Quality Guarantee & Warranty

Warranty Coverage

  • Machines: Machine products are covered by a one-year warranty from the original date of purchase.
  • Accessories: Accessories are covered by a six-month warranty from the original date of purchase.

The warranty applies only to defects or malfunctions caused by non-human factors, including eligible material or workmanship defects under normal use.

During the applicable warranty period, HTVRONT may provide repair, replacement, or another appropriate solution after verifying the issue. For eligible warranty claims, HTVRONT will cover the necessary two-way shipping costs.

After the applicable warranty period has expired, the customer will be responsible for repair costs and any related two-way shipping fees.

Non-Warranty Cases

The following situations are not covered by the warranty:

  • Damage caused by misuse, improper operation, negligence, or accidents.
  • Damage caused by unauthorized disassembly, repair, or modification.
  • Damage caused by failure to use, maintain, or store the product according to the user manual.
  • Normal wear and tear, cosmetic damage, or consumable parts unless otherwise required by law.
  • Damage caused by external factors, including fire, flooding, power surges, or other force majeure events.

Warranty Details

For more detailed warranty terms, please refer to the applicable Machine Warranty Statement published on the official HTVRONT EU website.

Contact Us

If you have any questions about this policy or need assistance with a return, refund, replacement, or warranty claim, please contact our customer service team.

Email: support-eu@htvront.com

Service Hours:
Monday to Friday, 9:00 AM–6:00 PM (GMT+8)

This policy is established by HTVRONT and may be updated from time to time. Please refer to the latest version published on the official website.