Refund policy

Return & Refund Policy

Last Updated: August 18, 2026

Thank you for choosing HIACTUATOR. We manufacture and supply precision actuators for industrial and professional applications.

Because our products are precision-engineered products, we have specific requirements regarding order cancellations, returns, and refunds. Please read this policy carefully before placing an order.

1. Order Cancellation Before Shipment

Customers may request to cancel an order before the order has been shipped.

If the cancellation request is approved before shipment, we will generally issue a refund to the original payment method.

However, if any costs have already been incurred in connection with the order, such as payment processing fees, bank charges, customization costs, production costs, or other non-recoverable expenses, these costs may be deducted from the refund where applicable.

Once an order has been shipped, it is no longer considered eligible for a standard pre-shipment cancellation.

2. Cancellation or Refund After Shipment

Once an order has been shipped, we generally do not accept cancellation or refund requests due to a change of mind, ordering by mistake, or other reasons unrelated to a product defect or our failure to fulfill the order correctly.

If we agree to accept a cancellation or return after shipment as an exception, the customer is responsible for all costs and expenses already incurred or resulting from the cancellation or return.

These costs may include, but are not limited to:

Original shipping and freight charges
Return shipping or transportation costs
Customs duties and import taxes
VAT, GST, or other applicable taxes
Customs clearance and brokerage fees
Carrier handling or storage charges
Payment processing or transaction fees
Bank charges
Any other non-refundable or non-recoverable costs associated with the order

Any applicable costs will be deducted from the refund amount, or the customer may be required to pay the outstanding amount before the refund or return can be processed.

3. Return Conditions

For an approved return that is not related to a product defect, the product must meet all of the following conditions:

The product must be brand new and unused.
The product must not have been installed or connected to equipment.
The product must not have been powered on or operated.
The product must not have been disassembled, modified, repaired, or otherwise altered.
The original packaging must be intact and complete.
All accessories, manuals, labels, and other included items must be returned.
The product must be in a condition suitable for resale.

Products that have been installed, used, powered on, disassembled, modified, damaged, or otherwise altered are generally not eligible for a standard return.

We reserve the right to reject a return if the returned product does not meet these conditions.

4. Defective, Damaged, or Incorrect Products

This policy does not affect your rights regarding products that are defective, damaged during delivery, materially different from the product ordered, or otherwise fail to conform to the applicable sales agreement or mandatory consumer protection laws.

If you receive a defective, damaged, or incorrect product, please contact us as soon as possible and provide:

Your order number
A description of the issue
Photos and/or videos showing the issue
Photos of the product packaging, where applicable

We may request additional technical information or conduct a remote inspection before determining the appropriate solution.

Depending on the circumstances, we may provide a repair, replacement, partial refund, full refund, or another appropriate remedy.

5. Products Damaged During Transportation

If the product arrives damaged, please contact us promptly after delivery and provide clear photographs or videos of:

The damaged product
The external packaging
The shipping label
Any visible signs of transportation damage

We will review the case and coordinate with the relevant carrier where necessary.

Customers should retain the original packaging and shipping materials until the claim has been resolved.

6. Custom or Non-Standard Products

Custom-made, modified, specially configured, or non-standard products may not be eligible for cancellation or return once production has started.

This may include products manufactured or configured according to customer-specific requirements, specifications, drawings, dimensions, interfaces, ratios, connectors, firmware, or other technical requirements.

Any cancellation or return conditions for custom or non-standard products may be separately agreed upon before production begins.

7. Return Authorization

Do not send any product back to us without receiving prior written authorization from HIACTUATOR.

Before returning a product, please contact us with your order number and the reason for the return.

If a return is approved, we will provide the return instructions and shipping information.

Products returned without prior authorization may be refused or returned to the sender at the customer's expense.

8. Refund Processing

Once an approved return has been received and inspected, we will determine whether the product meets the applicable return conditions.

If a refund is approved, the refund will generally be issued to the original payment method.

The amount refunded may be reduced by applicable shipping, customs, tax, payment processing, return, or other non-recoverable costs as described in this policy.

The time required for the refunded amount to appear in your account may depend on your payment provider or bank.

9. Important Notice for International Orders

For international orders, customers are responsible for understanding and complying with the import requirements applicable in their country or region.

Depending on the shipping method and destination, additional costs may arise after shipment, including customs duties, VAT/GST, brokerage fees, clearance charges, storage charges, or other government or carrier fees.

Where these costs have already been incurred and are non-refundable, they may not be recoverable even if an order is subsequently cancelled or returned.

If an order is returned to us because the customer refuses delivery, fails to provide required customs information, refuses to pay applicable import charges, or is otherwise unable to accept the shipment, the customer may be responsible for all resulting shipping, return, customs, tax, and handling costs.

10. No Unauthorized Returns

We do not accept unauthorized returns.

Any return must first be reviewed and approved by HIACTUATOR. The return address and shipping instructions provided by us must be followed.

11. Mandatory Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or override any mandatory rights or remedies that consumers may have under applicable law.

Where applicable law provides consumers with mandatory rights, including statutory rights relating to defective or non-conforming products or legally applicable withdrawal rights, those rights will continue to apply.