Refund policy

Return Address

All approved returns must be shipped to:

Symbiosis One
23373 Timberlane Dr
Valencia, CA 91354
USA

Returns sent without prior authorization may be refused.

1. Returns & Eligibility

You may request a return within 90 days of the delivery date confirmed by the carrier.

To be eligible for a return:

  • The item must be in its original condition and show no signs of excessive wear or damage.

  • All main components must be included.

  • The product must not be heavily damaged, altered, or modified after delivery.

We reserve the right to refuse returns that show signs of misuse, improper installation, intentional damage, or conditions outside normal use, subject to applicable law.

Used Items and Return Eligibility

For change-of-mind returns, products must be unused, in their original condition, and include all main components.

Installing a battery solely to test the product's functionality does not automatically make the item ineligible for return, provided the product remains in its original condition and shows no signs of use, wear, or damage.

Products that have been used beyond basic functionality testing are not eligible for change-of-mind returns, even if they remain fully operational.

Defective, incorrect, and damaged products are handled separately under Section 4 of this policy and our warranty procedures.

2. How to Initiate a Return

To initiate a return, contact us at:

Email: support@honkup.com
Phone: +1 (747) 293-9981

Please provide:

  • Your order number

  • Photos or video of the item (required for damaged or defective products)

  • A brief description of the issue

Once your request is reviewed and approved, we will confirm return authorization and provide return instructions.

Items must not be returned without prior written confirmation.

3. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Change-of-Mind Returns

If the return is due to customer preference (change of mind, ordered by mistake, or no longer needed), the customer is responsible for arranging and paying for return shipping.

Customers must purchase their own return shipping label and ship the item to our designated return address after receiving return authorization from HONKUP.

Original shipping fees (if any) are non-refundable.

We do not charge restocking fees.

We strongly recommend using a trackable and insured shipping method.

Defective, Incorrect, or Damaged Items

For approved claims involving defective, incorrect, or damaged items, HONKUP covers return shipping costs as described in Section 4.

Returns from Canada

Canadian orders can be returned under the same conditions as U.S. orders: within 90 days of the delivery date confirmed by the carrier, subject to the eligibility requirements outlined in this policy.

For approved claims involving defective, incorrect, or damaged items, HONKUP will provide a prepaid international return shipping label at no cost to the customer.

For change-of-mind returns, customers are responsible for arranging and paying for return shipping to our U.S. return address.

Import duties, taxes, and brokerage fees paid on the original order are not refundable by HONKUP. You may be able to reclaim duties on returned goods from the Canada Border Services Agency under its casual refund program.

Refunds are issued in U.S. dollars to your original payment method within 5 business days of our receiving and inspecting the return.

The amount you receive in Canadian dollars may differ from the amount you paid due to exchange rates and your bank's fees, which are outside our control.

4. Defective, Incorrect & Damaged Items

If you receive a defective, incorrect, or damaged product, please notify us within 7 days of the delivery date confirmed by the carrier.

To report an issue, contact us at:

Email: support@honkup.com
Phone: +1 (747) 293-9981

Please provide:

  • Your order number

  • A description of the defect, damage, or incorrect item received

  • Clear photos or video demonstrating the issue

  • Photos of the packaging and shipping label if the item arrived damaged or incorrect

Once we receive the required information, we will review your claim and provide further instructions.

Refund or Replacement

For approved claims involving defective, incorrect, or damaged products reported within 7 days of delivery, customers may choose between:

  • A full refund to the original payment method

  • A replacement product at no additional cost

If you choose a refund, any original shipping fees paid when placing the order will also be refunded.

Approved refunds will be issued to the original payment method within 5 business days after we receive and inspect the returned item, if a return is required.

Prepaid Return Shipping

If the return is the result of our error, including a defective, incorrect, or damaged item, we will provide you with a prepaid return shipping label by email and instructions on how to return the item at no cost to you.

This applies to both U.S. and Canadian orders. Canadian customers will receive a prepaid international return shipping label.

Customers must not return products without prior written authorization.

We reserve the right to inspect returned items before approving a refund or replacement.

Defects Discovered After the Initial Reporting Period

The 7-day reporting period applies to the initial reporting procedure for defective, incorrect, or damaged items received.

This reporting period is separate from our general 90-day return window.

Customers may still request a return within 90 days of delivery, subject to the eligibility requirements outlined in Section 1.

Manufacturing defects or component failures discovered after the initial 7-day reporting period may also qualify for coverage under our one-year limited warranty.

Defects discovered after the 90-day return window are handled under our one-year limited warranty.

Our warranty covers manufacturing defects and component failures under normal use. Approved warranty claims may be resolved through repair or replacement at HONKUP's discretion.

For complete warranty terms and instructions on submitting a claim, please visit our Warranty Policy:

https://www.honkup.com/pages/warranty

Nothing in this section limits any rights or remedies available under applicable law.

5. Refund Processing

Once we receive and inspect your returned item, we will notify you by email.

Approved refunds are issued to the original payment method within 5 business days of receiving and inspecting the returned item.

Please allow several business days for your financial institution to process the refund.

Refund Eligibility and Return Condition

Returns that meet the eligibility requirements outlined in this policy will receive a full refund of the eligible purchase price.

Original shipping fees are non-refundable for change-of-mind returns. For approved defective, incorrect, or damaged item claims under Section 4, any original shipping fees paid by the customer will also be refunded.

We do not charge restocking fees.

A return may be denied if:

  • Required components are missing.

  • The item is returned in poor or unacceptable condition.

  • The product was improperly installed and damaged.

  • The product shows signs of misuse or unauthorized modification after delivery.

  • The return request was submitted outside the applicable timeframe.

We do not impose arbitrary partial refunds or undisclosed deductions based on product condition.

If a returned item does not meet our eligibility requirements, we will notify you of the reason before making a final determination.

Any proposed partial refund must be explained to the customer and agreed upon before it is issued.

These conditions do not override the specific refund terms for approved defective, incorrect, or damaged item claims under Section 4 or any rights provided by applicable law.

6. Exchanges

If you receive a defective or incorrect item, please contact us and we will arrange a replacement where applicable, in accordance with Section 4.

To expedite the process, we may request photos or a short video demonstrating the issue.

For change-of-mind situations, please return the item for a refund and place a new order for the desired product.

7. Damaged or Missing Items

If your order arrives damaged or with missing components, notify us within 7 days of delivery.

The 7-day reporting period applies specifically to shipping damage and missing components identified upon delivery. This reporting deadline is separate from our general 90-day return window.

Customers may still request a return within 90 days of delivery, subject to the eligibility requirements outlined in Section 1. Manufacturing defects discovered after the initial 7-day reporting period are handled in accordance with Section 4 and our Warranty Policy.

Contact support@honkup.com and include photos or video showing:

  • The packaging

  • The product and components

  • The shipping label

We will review the issue and provide an appropriate resolution.

Damaged products are covered by the procedures described in Section 4. Missing components will be reviewed separately, and we will provide an appropriate resolution.

8. Order Cancellations

Orders may be canceled before shipment.

To request a cancellation, please contact us at support@honkup.com or call +1 (747) 293-9981 and provide your order number.

Once tracking information has been generated or the order has entered fulfillment, cancellations are no longer possible. In such cases, the order will be handled according to our Return & Refund Policy.

Approved cancellations will be refunded to the original payment method within 5 business days.

The same cancellation and refund conditions apply to orders placed in both the United States and Canada.

9. Contact Information

If you have questions regarding returns or refunds, contact us:

Email: support@honkup.com
Phone: +1 (747) 293-9981

Symbiosis One
23373 Timberlane Dr
Valencia, CA 91354
USA