Returns, Refund and Cancellation Policy for HGNOVA:

Thank you for shopping at HGNOVA! If you are not satisfied with your purchase, we’re here to help.

However, before you file for a return or a refund, we recommend you make a Free Virtual Tech Support appointment with one of our HGNOVA Specialists to help solve any technical issues you may have.

Our Commitment: At HGNOVA, we value your satisfaction and aim to provide an exceptional customer experience. We understand that there may be instances where a return, refund, or cancellation is necessary. Therefore, we have created a robust and professional policy to ensure a smooth process for our valued customers.

Returns

Eligibility and Time frame: Every product purchased at HGNOVA is eligible for a 30-day return policy, unless otherwise noted. If you receive a faulty item, you can request a return or exchange within 30 days of receipt. Returns will not be accepted after 30 days from receipt. Please note that a product can only be deemed defective by HGNOVA Technical Support or the manufacturer directly.

Please be aware that returns of items with customer-caused damage, modifications, or aftermarket alterations that impair performance will not be eligible for acceptance or a refund.

Please note that all return shipping costs are the responsibility of the customer, unless it's a faulty product.

Process: To initiate a return, you need to obtain a Returned Merchandise Authorization (RMA) by contacting our support team. Please send an email to hggh@hglaser.com to request the RMA. In your email, kindly include the following information to ensure a smooth processing of your request:

Your order number

The email address used to place the order

Reasons for the return

When returning an item for an exchange, please ensure that the returned item is received by HGNOVA before a replacement is shipped out. Once we receive the RMA at our facility, please allow approximately 7-10 business days for your return or exchange to be processed.

Item Condition and Packaging: To qualify for a return, the item must:

Be in the same condition as when you received it.

Be in its original packaging. Keep all parts & accessories in original condition – no loss/damage.

Faulty or Defective Items: In the rare case of receiving a faulty product or an item with manufacturing defects, you are entitled to request a product replacement within 30 days of receiving the item. To request a replacement, please provide photo/video evidence of the defects via email at hggh@hglaser.com. Once the case is deemed valid, we will cover the related costs to deliver a replacement.

Additional Return & Refund Information

Any order cancellation made before shipment is free of charge.

HGNOVA is not responsible for the cost of any return shipping materials or auxiliary expenses.

Please keep the original crate when initiating a return. At the very least, the machine should be wrapped securely with plastic or a tarp and strapped properly.

Refund During Shipping

When you change your mind after we handed product to logistic company, please get in touch with our support team ASAP, and we will try to intercept the package right after.

However, the package is not always able to be intercepted successfully, and it will still be delivered to you.

In that situation, you shall reject the package so that the package can return to our warehouse.

Your refund will be approved as soon as our warehouse updates the restock information.

We would appreciate it if you can understand that we will deduct the shipping feer from your refund.

Refund After Package Delivered

A. Package Not Opened
Your refund will be approved as soon as our warehouse updates the restock information, and we will deduct the shipping fee from your refund.

You are responsible for any potential fee caused during returning.

B. Package Opened
Your refund will be approved as soon as our warehouse updates the restock information, and we will deduct the shipping fee as well as 10% depreciation fee from your refund.

Besides, the ware/damage situation of the machine and accessories will negatively influence the final amount of refund you get.

You are responsible for any potential fee caused during returning.

C. Package Opened With Products Having Manufacturer Defects
Possibility exits that products have damages, flaws and defects during manufacturing or shipping.
Warranty Policy is applied to damages caused during shipment.
Please contact our support team via email as soon as you find the machine may have manufacturer defects.

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Q:What Happens After I Ship the Return?

A: Once we have received your item, we will inspect it and notify you that we have received your return item. We will immediately notify you of the status of your refund after inspection.

If your return is authorized, we will initiate a refund to your credit card (or original payment method). You will receive the credit within a number of days depending on your card issuer’s policies.

For PayPal orders only: Due to a mandatory transaction fee charged by paypal, a 2.25% fee will be deducted from your refund amount.

All refunds can only be issued through the same card or method of payment used during the original transaction.  

Q:What If I Haven’t Received My Refund Yet?

A: If you have not received your refund, please contact us at hggh@hglaser.com

Q: Can I Exchange My Purchase?

A: We only exchange items if they are defective or severely damaged upon delivery. If you need to exchange for the same product, reach out to us at hggh@hglaser.com

Contact Us

If you have any questions regarding how to return your item, please contact us!