Return & Refund Policy

This Return & Refund Policy applies to Hesvoria, operated by Shenzhen Qiancheng Trading Co., Ltd. (“we”, “us”, “our”) across our official website.

Address Note: The address: Room F302, Haochang Building, Mingzhu 2nd Road, Xinyang Community, Shajing Subdistrict, Bao'an District, Shenzhen is our registered legal business address for company registration purpose only, not for receiving returned goods. A dedicated designated return warehouse address will be provided by our customer-service team once your return application gets approved.

1. Order Cancellation

You may cancel your order for a full refund before cosmetic goods are processed for production or dispatched from our fulfillment warehouse. Once your cosmetic parcel has been shipped out, order cancellation requests will no longer be accepted.

2. Return Eligibility & Time Limit

We support returns for eligible Hesvoria cosmetics and skincare products. You must submit your return application to our customer support within 30 calendar days upon receipt of your parcel.

To qualify for return:

• Cosmetic and skincare items must remain unopened, unused, untested, complete with original intact retail packaging, free of scratches, stains or physical damage;
• For hygiene-protection purposes, opened liquid cosmetics, cream-based skincare items, sheet masks, lip glosses and other hygiene-sensitive beauty products cannot be accepted for return;
• A valid order proof or purchase receipt is required when submitting your return request;
• Please do not send returned cosmetic items directly to raw-material suppliers or manufacturing factories. Ship returns only to the official designated return warehouse address issued by our customer-service team.

Return cost rules: Customers shall bear return shipping costs. You will only be charged one-way return shipping fee for each valid return application. Import customs duties and import taxes incurred during international delivery are non-refundable.

3. Refund Process

Once we receive and complete inspection of your returned cosmetic goods, we will notify you of the receipt status. We will approve or reject your refund application within 3 working days after inspection. If your return is approved, funds will be refunded back to your original payment account (credit card, PayPal and other payment channels). Actual arrival time depends on the processing cycle of your payment service provider, generally ranging from 3–10 working days.

4. Late or Missing Refunds

If you have not received your refund after approval:

1. First check your bank or payment account balance;
2. Contact your card-issuing bank or payment platform to enquire about refund processing progress;
3. Contact our customer-support team so we can help trace your refund record.

Contact Information

For enquiries concerning this return-refund policy, cosmetic product returns or after-sales issues, please reach us through below information: Operating Company: Shenzhen Qiancheng Trading Co., Ltd. Registered Legal Address (for registration only, NOT return address): Room F302, Haochang Building, Mingzhu 2nd Road, Xinyang Community, Shajing Subdistrict, Bao'an District, Shenzhen
Support Email: service@hesvoria.com 
Contact Phone: 13079561753
Business Hours: Monday to Friday: 9:00 AM–5:00 PM

Important: Please wait for our customer service to provide you with the dedicated return warehouse address before sending back any cosmetic products. Do not send parcels to the above-mentioned registered legal address.