Return & Refund Policy

HENZUP™ / AFTER-SALES SERVICE

Return & Refund Policy

Our return eligibility requirements, 30-day request window, return procedures and refund information.

Policy Overview: Eligible return requests are accepted within 30 days after delivery. Contact our team before returning an item to receive the appropriate instructions.

01. Our 30-Day Return Period

At HENZUP™, we want customers to understand their return options. Eligible return requests may be submitted within 30 days after receiving the order.

To request a return, contact our support team during the applicable period. Return eligibility depends on the product condition, the reason for return and any consumer rights that apply under law.

This period does not remove rights customers may have concerning defective, damaged or incorrectly supplied products.

02. General Eligibility Conditions

For an ordinary change-of-mind return, products should generally meet the following conditions:

The request is initiated within 30 days after receipt.
The item is unused and undamaged by the customer.
Original accessories, components and packaging are included where reasonably possible.
The item has not been materially modified or misused.
Proof of purchase or sufficient details to identify the order are provided.

Defective or misdescribed goods may be subject to different legal remedies even when the ordinary change-of-mind conditions are not met.

03. Snow Protection Equipment

Snowboard wrist guards, elbow pads and related protective accessories require proper fitting and should be inspected before use.

Equipment that has been worn during snow sports or subjected to impact may show wear affecting resale suitability. Such items may not qualify for an ordinary change-of-mind return.

However, where products are defective, incorrectly supplied or otherwise legally nonconforming, customers retain the remedies provided by applicable law.

04. Winter Wear and Personal Accessories

Items such as gloves, socks and neck gaiters should be inspected carefully upon receipt. Before regular use, check fit, stitching, product condition and size information.

For a standard change-of-mind return, products should remain in unused condition. Hygiene considerations and applicable consumer protections may affect the handling of particular items.

05. Travel Bags, Ski Poles and Maintenance Accessories

Snowboard bags, winter equipment carry bags, ski poles, wax brushes and maintenance items should be returned with their original components where reasonably possible.

Products significantly damaged through customer use, alteration or improper handling may not qualify for an ordinary change-of-mind return.

If the issue concerns an apparent manufacturing defect or incorrect product, please contact us so the circumstances can be assessed separately.

06. How to Start a Return

Send a request to service@henzup.com and include:

Your order number.
The product name and quantity.
The date the order was received.
The reason for requesting a return.
Photographs where necessary to explain damage, defects or incorrect contents.

Our team will review your request and provide the appropriate return instructions.

07. Return Authorization and Shipping Address

Please do not send products back without receiving the relevant return instructions from customer support.

Our registered business address is provided for legal business identification and is not automatically an approved returns warehouse.

Sending goods to an unauthorized address may cause avoidable delays and difficulty locating the return.

08. Return Packaging

Returned products should be packed securely to reduce the risk of transit damage. Include the accessories, parts and identifying information requested during the return process.

For products with irregular dimensions, such as ski poles or equipment bags, use packaging suitable for safe transportation.

Retain shipment receipts and tracking information where available.

09. Return Shipping Costs

For ordinary change-of-mind returns, the applicable responsibility for return shipping will be explained during return authorization and handled according to applicable law.

Where the return concerns defective, incorrect or nonconforming goods, any relevant obligation to cover return shipping will be determined by applicable consumer law and the circumstances.

Please contact us before paying unexpected return shipping charges.

10. Damaged, Defective or Incorrect Orders

If an item arrives visibly damaged, contains incorrect goods, is missing included components or appears defective, contact us as soon as reasonably possible after discovering the issue.

Photographs of the product, shipping packaging and relevant labels can help our team investigate the matter.

Depending on the circumstances and applicable law, an appropriate remedy may include replacement, correction or refund.

11. Inspection of Returned Items

After an authorized return arrives, its condition and contents may be examined to determine whether the applicable return conditions have been met.

We may request clarification if the product is materially different from the item described in the return request or if components are missing.

Customers will be informed of the refund or other resolution after assessment.

12. Refund Method

Once a refund is approved, it is ordinarily initiated through the original payment method where technically supported by the relevant payment provider.

If the original method cannot be used, we will discuss an appropriate lawful alternative.

Bank processing times vary, and the date of refund initiation may differ from the date funds become available.

13. Partial Refunds and Deductions

In some circumstances, a product returned in a condition that does not satisfy ordinary change-of-mind requirements may be considered for a different resolution.

Any legally permissible adjustment will be assessed individually. Mandatory rights relating to defective or misdescribed goods are not overridden by this section.