Returns & After-Sales Policy

1. Order Inspection

Customers are requested to inspect the goods as soon as possible after delivery.

Please check:

• Product models and quantities

• Frame colors and specifications

• Logos and customized details

• Packaging

• Visible damage

• Product quality

• Whether the goods match the approved order or sample specifications

If you discover any issue, please contact HONKAN as soon as possible and provide the relevant order information, product photos or videos, and a clear description of the issue.

2. Eligible After-Sales Claims

After-sales support may be available when:

• The product has a verified manufacturing defect

• The delivered quantity is incorrect

• The delivered product materially differs from the confirmed order specifications

• The wrong model, color or specification was shipped

• The product was damaged before shipment due to manufacturing or packing issues

• Customized details do not match the final approved specifications

  
  

Depending on the situation, HONKAN may offer:

• Replacement products

• Replacement parts or components

• Reproduction of affected items

• Credit toward a future order

• Partial refund

• Full refund for the affected products where appropriate

The final solution will depend on the nature of the issue, order type, quantity affected and supporting evidence provided.

For ready-stock or standard products that have not been customized, return or replacement requests may be reviewed on a case-by-case basis.

Products must generally:

• Be unused

• Be in their original condition

• Include the original packaging where applicable

• Not have been altered, fitted, engraved, printed or customized

• Be returned only after receiving prior confirmation from HONKAN

Please contact us before returning any goods.

Returns sent without prior authorization may not be accepted.

Customized products are generally non-returnable and non-refundable once production has been confirmed, except where there is a verified manufacturing defect or the delivered goods materially differ from the approved specifications.

Customized products may include, but are not limited to:

• Custom logos

• Private label products

• Custom frame colors

• Custom materials

• Custom lenses

• Custom temples or hardware

• Custom dimensions

• Custom packaging

• Custom accessories

• Special production specifications

• OEM/ODM-developed products

Customers are responsible for reviewing and approving samples, specifications, artwork, logos, colors, materials and packaging before mass production.

Once final approval has been given and production has started, changes, cancellations or returns may not be possible.

Sample Orders

Samples are intended to help customers review product design, quality, material, fit and construction before placing larger orders.

Because samples may be prepared specifically for evaluation or customization, sample fees and shipping costs are generally non-refundable unless otherwise agreed in writing.

If a sample has a verified manufacturing defect, please contact us with photos or videos so we can review the issue and discuss an appropriate solution.

Product Quality

If you believe products have a manufacturing defect, please contact HONKAN and provide:

• Order number or invoice number

• Product model

• Quantity affected

• Clear photos

• Video evidence where necessary

• Description of the problem

• Outer packaging photos if relevant

We may request additional information to determine the cause of the issue.

For confirmed manufacturing defects, possible solutions may include replacement, repair support, component replacement, reproduction, credit or refund depending on the specific circumstances.

Normal Wear & Product Care

Normal wear and tear, improper use, accidental damage or unauthorized modification are generally not considered manufacturing defects.

After-sales coverage generally does not include damage caused by:

• Dropping or crushing

• Improper storage

• Excessive heat

• Chemical exposure

• Incorrect lens fitting

• Improper adjustment

• Unauthorized repair

• Normal scratches

• Normal coating wear

• Long-term use

• Accidental damage

Proper handling, storage and professional adjustment can help extend the service life of eyewear products.

Shipping Damage

If cartons or products arrive visibly damaged, please:

• Take photos of the outer carton before opening it

• Photograph the shipping label

• Take photos or videos of the damaged products

• Keep the original packaging

• Contact HONKAN as soon as possible

Shipping damage may be handled differently depending on the shipping method and agreed Incoterms.

Where necessary, we may assist with claims involving the carrier, freight forwarder or logistics provider.

Incorrect or Missing Items

If you receive the wrong product, wrong quantity, wrong color or missing items, please contact us with:

• Order or invoice number

• Product model

• Quantity ordered

• Quantity received

• Photos of the received goods

• Packing list where applicable

After verification, HONKAN will discuss an appropriate solution, which may include replacement shipment, credit or refund for the affected items.

Non-Returnable Items

The following products are generally not eligible for return unless there is a verified defect or order error:

• Customized eyewear

• OEM/ODM products

• Private label products

• Products with custom logos

• Products with customized packaging

• Products made to customer-approved specifications

• Used or worn products

• Products damaged due to misuse

• Products modified after delivery

• Clearance or special-sale items where stated

• Products returned without prior authorization

  
  

Return Authorization

Before returning any product, please contact HONKAN for confirmation.

Do not return goods without prior written approval.

If a return is approved, we will provide the relevant return instructions.

Customers may be responsible for return shipping costs unless the return is due to a confirmed manufacturing defect or HONKAN shipping error.

The return address may vary depending on the nature of the order, so please do not ship products to our company address without confirmation.

Refunds

Approved refunds will be processed according to the original payment method or another mutually agreed method.

Refund timing may vary depending on the payment method, bank processing time, order type, currency and international transfer requirements.

Shipping fees, customs duties, import taxes, bank charges and other third-party costs are generally non-refundable unless otherwise agreed.

For customized or bulk orders, refunds may apply only to the confirmed affected quantity rather than the entire order.

Replacements & Reproduction

In some situations, replacement or reproduction may be a more practical solution than a return.

Where a defect or order discrepancy is confirmed, HONKAN may arrange:

• Replacement frames

• Replacement lenses

• Replacement temples

• Replacement accessories

• Replacement packaging

• Partial reproduction

• Full reproduction of affected units

The appropriate solution will be determined based on the issue and the quantity affected.

Wholesale & Bulk Orders

For wholesale and bulk orders, we recommend that customers conduct product inspection before resale or distribution.

If a quality issue is identified, please separate the affected goods and contact HONKAN before selling, modifying or disposing of them.

For larger claims, we may request:

• Batch information

• Quantity breakdown

• Product photos

• Inspection reports

• Sample return

• Third-party inspection evidence

This helps us investigate the issue accurately and determine a practical solution.

Pre-Shipment Inspection

For larger orders, customers may request pre-shipment inspection before goods are released.

Inspection may include:

• Quantity

• Model

• Color

• Dimensions

• Logo

• Packaging

• Visible workmanship

• General product condition

Where agreed, customers may also arrange a third-party inspection.

Once goods are approved through the agreed inspection process, claims relating to visible or previously approved characteristics may be reviewed based on the inspection records and final approved specifications.

After-Sales Communication

We aim to handle after-sales issues in a practical and cooperative way.

When contacting us, please provide complete information so our team can review the issue efficiently.

Our team will evaluate each case based on:

• Confirmed order specifications

• Approved samples

• Production records

• Inspection records

• Photos or video evidence

• Quantity affected

• Shipping conditions

B2B Transaction Terms

For business-to-business orders, the final sales contract, purchase order, proforma invoice, approved specifications and written agreements between HONKAN and the customer take priority if they contain specific terms that differ from this general policy.

This policy is intended to provide general guidance and does not replace individually negotiated commercial terms.

Contact Our After-Sales Team

If you have any questions regarding returns, quality issues or after-sales support, please contact us:

Wenzhou Honkan Optical Co., Ltd.

Email: info@honkanoptical.com

WhatsApp: +86 189 5879 9707

Customer Service: +86 137 5846 7905

Address:

Room 1820, Building 3, Ganglong Trade City,

2888 Ningbo Road, Ouhai District,

Wenzhou City, Zhejiang Province, China

We believe good after-sales service is part of a long-term partnership. If something is not right, contact our team and we will work with you to find a practical solution.