If the product has quality problems, provide product pictures (reminder: a picture clearly shows all product conditions, contact us for relevant after-sales processing).
Circumstances Applicable to returns
You return the product to the specified return address. After HENCO receives the returned item, a refund will be arranged within 1-2 working days. Refunds may need to go through a U.S. intermediary bank and take 1-5 business days to return to the payment account.
Return Time Frame
Products are returned within 30 business days of the delivery date. And return the product to the designated address.（For return address, please contact the customer service.）（Contact Wehcat/Whatsapp: +86 15863798970）
HENCO can also provide a full refund for damage or loss caused by the shipping company or other circumstances beyond our control, please contact us to solve the problem.
Refund instructions
Refund within 1-2 working days after receiving the product. Refunds may need to go through a U.S. intermediary bank and take 1-5 business days to return to the payment account. Refunds will be made to the original credit/debit card/online banking provided at the time of purchase. If using a payment gateway, the refund will be made to the same account. If you no longer use the original card, please contact us in advance.
Circumstances where a refund applies
1. The product is not damaged, we will provide you with a full refund.
2. The customer is responsible for all return shipping and other charges (such as handling, damage, etc.) that may be incurred during the return process.
If you have more questions about the return policy, please contact us.
Collection of Personal Information
When you visit our website, we collect information about your device and your interactions with the site to process your purchases and improve our services. Additional information may be collected if you contact us for support. This policy defines "Personal Information" as any data that can identify an individual.
Device Information
Purpose of collection: To load the website accurately for you and analyze site usage trends to optimize performance.
Source: Collected automatically via cookies, log files, and similar technologies when you access our website.
Information collected: Web browser version, IP address, time zone, and interaction data (pages visited, links clicked, etc.).
Order Information
Purpose of collection: To provide products/services, fulfill contractual obligations, process payments, arrange shipping, provide invoices/order confirmations, communicate with you, screen for risk/fraud, and send information aligned with your preferences.
1. Shipping Methods
We offer sea and land freight services. Please request a quotation by providing your details and requirements. Our team will recommend the most suitable shipping method.
For large food processing machinery, container shipping is commonly used for its cost-effectiveness and reliability. All equipment undergoes protective treatment and secure packaging prior to dispatch.
Upon arrival at the destination port or agreed location, goods can be collected using the provided shipping documents.
2. Delivery Timeline
Order Processing: After full payment is received, we require 3-5 business days for final inspection, protective preparation, and packaging. Shipment to the carrier commences within 5 business days.
Transit Time: The carrier typically requires 3 to 15 business days for delivery to the final destination.
3. Freight Costs
We cover the primary sea and land freight costs from our factory (as per the agreed quotation terms). Customers are generally not responsible for base freight charges.
4. Shipment Tracking
The process is streamlined. Once the equipment leaves our facility, a tracking number will be assigned. Our sales team will provide you with packing photos and regular logistics updates.
5. Damaged Goods
We work with reliable carriers to ensure safe delivery. In the rare event of damage, a straightforward claims process is in place. Please contact our customer service immediately upon delivery if any issues are found.
6. Shipping Notes
Please note that global shipping schedules can experience delays due to various external factors.
We are not responsible for issues arising from third-party tools, modifications, or accessories not sold or authorized by us. Such additions may void the warranty, assessed on a case-by-case basis. Standard user calibration, adjustment, and settings are not covered.
It is the user's responsibility to understand basic operational procedures and perform maintenance according to the manufacturer's guidelines.
Technical support for installing replacement parts is provided remotely. Labor for installation is the user's responsibility. We are not liable for damage or loss caused by the freight carrier or other uncontrollable events. All claims for lost or damaged goods must be reported within 24 hours of delivery. This warranty applies only to new machinery sold to the original end-user.
Guarantee and Warranty Services
Pre-Sale Service: Our professional R&D team focuses on innovation and sustainability, ensuring our food processing machinery meets evolving industry needs.
After-Sale Service: Our multi-lingual support team provides 24/7 online and offline assistance to resolve any operational issues, wherever you are located.
1. Standard one-year warranty on the main equipment (excluding wear-and-tear parts).
2. Comprehensive support from inquiry to after-sales service.
3. 24/7 technical support from qualified engineers.
4. Strategic spare parts inventory to minimize your equipment downtime.
5. Free basic operational and maintenance training for the purchased equipment.
