Return Policy

I. Scope of Application and Core Rights

1. This policy applies to all non-customized stationery products purchased by users within the EU and the UK.
2. You have the legally mandated "cooling-off period" right: Within 14 calendar days from the date of receipt of the goods, provided the goods are intact, unused, and do not affect resale, you have the right to apply for a return without giving a reason. The cooling-off period is calculated from the day after you sign for the goods.
3. If the goods you receive have quality problems (such as damage, defects, malfunctions, etc.) or are significantly inconsistent with the order description, you are not subject to the cooling-off period and can apply for a return or exchange within 30 calendar days of receiving the goods.

II. Return and Exchange Conditions

(I) No-reason returns require meeting the following conditions:

1. The application must be submitted within the statutory cooling-off period (14 calendar days);
2. The goods must be in good condition, without scratches, stains, or damage, and unopened (for sealed products) or, if opened, must not affect resale (for non-sealed products, such as notebooks and folders, the inner pages must be clean and free of writing);
3. All accessories, gifts, labels, and proof of purchase (order screenshots, invoices, etc.) must be complete;
4. Non-customized, non-special-purpose stationery products (special-purpose products must be specified separately at the time of purchase).

(II) Returns and exchanges due to quality issues must meet the following conditions:

1. Clear proof of the product quality issue (such as photos, videos, etc.) must be provided;
2. The product has not been damaged or modified by human intervention, and its use complies with the product instructions;
3. The application must be submitted within the specified return and exchange period for quality issues.

(III) Returns and exchanges are not supported in the following situations:

1. Non-customized products that have exceeded the cooling-off period and have no quality issues;
2. Products that have been used, damaged, or contaminated, affecting resale;
3. Accessories, gifts, labels, or proof of purchase are missing, making it impossible to prove that the product was sold by us;
4. Product damage caused by force majeure, third-party liability during transportation, or personal reasons of the user.

III. Return and Exchange Process

1. Submit an application: Please submit a return and exchange application within the specified period via customer service email care@hovecommerce.com. You must indicate the order number, product name, reason for return or exchange, and attach relevant supporting materials (such as photos/videos of the quality issue, signed receipt, etc.).
2. Review and Confirmation: We will complete the review within 3 business days of receiving your application and notify you of the result via email. If the review is approved, we will send you the return address, contact person, and return instructions; if the review is not approved, we will explain the specific reasons.
3. Return of Goods: You must return the eligible goods to the designated address within 7 calendar days of approval. Please pack the goods properly to avoid further damage during transportation; return shipping costs will be borne by you (for no-reason returns) or by us (for returns and exchanges due to quality issues). Please keep the return tracking number for tracking purposes.
4. Acceptance Processing: After receiving the returned goods, we will complete the acceptance process within 5 business days.
   • Inspection Successful:
     • Return: A refund will be processed within 3 business days. The refund amount is the actual payment for the goods (excluding original shipping fee unless there are quality issues), returned to your original payment account.
     • Exchange: A brand new item will be resent within 3 business days, with shipping fee borne by us.
   • Inspection Unsuccessful: We will notify you via email and return the goods to you, with round-trip shipping fee borne by you.

IV. Special Notes

1. If you find missing/incorrect items after receipt, contact customer service with proof within 3 business days of signing for goods. We will resend/replace for free or process a refund.
2. Shipping & Transportation Time: Order shipping takes 5-7 business days, and goods transportation takes 15-30 business days. Contact us timely for adjustments due to logistics delays.
3. For quality-related returns/exchanges, we may offer repair, replacement, or refund based on actual situation (to be confirmed with you).
4. If you disagree with the return/exchange outcome, you may file a complaint with the UK ICO or relevant EU consumer protection agency.

V. Policy Updates and Notifications

We may revise this policy in accordance with EU/UK legal updates or business adjustments. Revised policies will be published on hovecommerce.com with update date indicated. For material changes to your rights, we will notify you at least 7 business days in advance via registered email.

This policy is effective from the date of publication.

Release Date: January 12, 2026