Thank you for choosing Hzlab!  We genuinely appreciate your trust and business. By placing an order with us, you acknowledge and agree to the following terms and conditions. Our goal is to ensure a seamless and satisfactory experience, and these terms help us maintain high standards of service and mutual understanding.

Please note that these terms and conditions are subject to change without notice.

Shipping

Estimates Not Guarantees: All shipping times listed on our website or communicated by our customer service are estimates, not guarantees and are subject to change with little to no notice. If your shipping timeline is affected, we will do our best to notify you as soon as possible. Please ensure that your contact information is up to date in our records to help facilitate timely and effective communication.

Shipping Terms: All items purchased from Hzlab are made pursuant to these shipment terms. The risk of loss for such items is passed to you (the customer) upon delivery to the carrier. We are not responsible for any lost, stolen, damaged, or destroyed items that may occur during the shipping process. If your item has been damaged in transit, lost or misdelivered, we recommend that you reach out to us at support@hzslab.com. We are happy to assist you with the information you need to file your claim.

Order Cancellations

Cancellation Period: Customers may cancel their order provided the order has not already been processed for shipping or noted as “unable to cancel” on our website. 

Cancellation Fee: If the cancellation is of no fault of Hzlab, a cancellation fee of 7% of the total order value will be applied. This fee is to cover administrative and processing costs incurred.

Exceptions to Cancellation Fee:

• No cancellation fee will be charged if the cancellation is due to the estimated shipping time exceeding 21 days from the time stated on our website at the time of purchase.
• No cancellation fee will be charged if the product has been discontinued, and no alternate is available.

Cancellation Process: To cancel your order, please contact our customer service team as soon as possible via email support@hzslab.com. Provide your order details (Date of order, Sales Receipt number, and products on the order), and we will assist you with the cancellation process.

Refund Process: Upon successful cancellation of your order, any applicable fees will be deducted from

the refund amount. Refunds will be processed back to the original payment used or by applying a Store Credit. Please see Refund Terms and Conditions for details on refunds.

Hzlab reserves the right to cancel any order at any time for suspected fraudulent behavior, customer issues, no response from customer, price increases, shipment issues. 

Returns

Eligibility Window: You can request a return within 30 days of receiving your product. Requests submitted beyond this window will not be eligible for a return.

Condition of the Product: The product must be unused, undamaged, and must be returned in its original packaging.

Return Merchandise Authorization (RMA): Before sending the product back, you must obtain a Return Merchandise Authorization (RMA) number from us. The RMA number must be clearly marked on the outside of the package. To request an RMA, please email our customer service team at support@hzslab.com

Shipping Products back: Customers are responsible for all shipping costs when returning a product, unless the product is defective, or you (the customer) received the incorrect product. Return shipment costs are non-refundable. Regarding shipping product back:

• The refund process initiates once the returned product is shipped with a tracking number and received at the warehouse.
• If the product is returned without providing us a tracking number, the refund process will be delayed until confirmation can be made by the warehouse that the product is received and undamaged.
• No refund will be issued if there is no record of the product being received at the warehouse and a tracking number was not provided to us.
• If the product is lost in transit due to uncontrollable forces, and a tracking number has been provided to us, a refund will be issued.
• Refunds will not be issued for products that are returned in a used or damaged condition.
• The product must be received back to the warehouse within 14 days of issuing an RMA.

Restocking Fee: If a restocking fee is applicable, then 25% of the original product price or total cost of order will be deducted from your refund to cover administrative and handling costs. 

Defective Product for Return: If the product you received is defective, it qualifies for a return when a picture is provided of both the box and the defective part of the product.

Incorrect Product: If you received a product different from the one you ordered, it qualifies for a return. Hzlab will cover the shipping costs for returning the incorrect item.

Receipt and Inspection: Once the returned product is received and inspected at the warehouse, we will start the refund process. Please allow a reasonable time for the inspection and initiation of the refund.

Refund Process: For details on the timing and method of your refund, please refer to our Refund Terms and Conditions.

No Return Product: Products explicitly marked as “No Return” are not eligible for return under any circumstance. 

Refunds

Damaged Products: If you receive a damaged product, please take a picture of the damaged item and the shipping box and send these to our customer service at support@hzslab.com within 48 hours of delivery.

Refund on Sales Tax: Refunds for sales tax cannot be issued if an exempt certificate is not provided at the time of the order.

Method of Refund: Refunds can be issued through only two methods: original payment method or store credit. In certain cases, specified in our Policies, or when we are unable to process the refund back to the original payment method, a store credit will be issued. If any fees apply, the refund or store credit amount will be reduced by those fees. 

Cancellation Fee:

• Refunds requested due to our error or issue (e.g., shipping delay beyond 21 days, or discontinued items without an alternate product) are not subject to the standard 7% cancellation fee.
• Refunds requested due to customer error, desire, or change of mind (e.g., no longer needed, accidental order, or incorrect item ordered) are subject to a cancellation fee, unless an exchange for a different product is requested by the customer. Under those circumstances the order is subject to the Cancellation Terms and Conditions.

Refund Processing Time: Refunds for amounts less than $2000 are processed in 1-30 business days. Refunds exceeding $2000 can take up to 90 business days to be fully processed and may be disbursed in multiple payments. Federal holidays are not counted as a business day. 

Non-Refundable Product: Products explicitly marked as “No Refund” are not eligible for refund under any circumstances.

Pricing

Prices are subject to change without notification.

Product Exchanges

Hzlab does not offer exchanges.

Warranty

No Direct Warranty: Due to the nature of Hzlab’s e-commerce non-manufacturer business model we cannot provide a warranty on the products we sell.

Manufacturer’s Warranty: For any Manufacturer Warranty issues, please contact our customer service team at support@hzslab.com for possible assistance.

International Orders and Shipping

International Order Handling:

Third-Party Management: All international orders are handled through a third-party service to ensure efficient and reliable delivery.

Placing an order:

• While visiting our website the flag of your country should be visible in the bottom right corner of your screen. If the indicated flag does not reflect your country, you can click on it and choose the proper country.
• Place your order through our website as usual.

Shipping Process:

• Shipping to Export Location: Once your order is placed, we will ship the product to the third-party service’s export location.
• Export Management: The third-party service will handle all exporting fees and paperwork directly with you, ensuring compliance with international shipping regulations and customs requirements.

Fees and Paperwork:

• Export Fees: Any fees associated with exporting your order including customs duties, taxes, and other charges, will be managed by the third-party service. They will communicate these costs directly to you.
• Paperwork: The third-party service will handle all necessary paperwork for exporting your order, ensuring that all legal and regulatory requirements are met.
• Shipping Costs: Due to significant regional variations in global logistics, shipping costs are subject to fluctuations. Our website calculates an estimated shipping fee at checkout. If the actual shipping cost substantially exceeds the estimate, customers will be required to cover the additional difference. We recommend contacting our support team for real-time quotes on bulk or high-risk zone orders.

Customer Support:

• Assistance: If you have any questions or need assistance with placing your international order, please reach out to our customer service team at support@hzslab.com. We are here to help you navigate the process and address any concerns.
• Third-Party Communication: For questions specifically related to exporting fees, paperwork, and international shipping details, please contact the third-party service managing your order.

Important Considerations:

• Shipping Times: Internation shipping times may vary depending upon your location and the third-party service’s processing times. Please allow additional time for delivery.
• Customs Delays: Occasionally, international orders may experience delays due to customs inspections and processing. We appreciate your patience in these situations.
• Non-Returnable Items: Certain items may be non-returnable or subject to restriction when shipping internationally. Please review our Return Terms and Conditions for more information.

Chargebacks

Definition and Conditions

A chargeback is a return of funds to a consumer, forcibly initiated by the issuing bank of the instrument used by a consumer to settle a debt. Chargebacks are filed by the card holder in the following situations:

• o   Unauthorized or fraudulent transaction.
• o   Non-receipt of the purchased products or services.
• o   Receipt of damaged, defective, or misrepresented items.

Process and Documentation

We encourage our customers to first contact our customer service team at support@hzslab.com to resolve any issues before initiating a chargeback. 

Merchant’s Rights and Responsibilities

Hzslab will actively respond to all chargeback notices within the time frame stipulated by our payment processors. 

Consequences of Fraudulent Chargebacks

Fraudulent chargebacks are taken seriously and may result in consequences such as being barred from future purchases from our website. In severe cases, legal action may be pursued.

If you have any concerns or disputes, please contact our customer service team at support@hzslab.com. 

This chargeback policy aims to ensure a fair resolution in case of any discrepancies and to help maintain trust and satisfaction with your purchasing experience at Hzslab. Please ensure that you have read and understood our terms and conditions before initiating a chargeback. This policy is part of our effort to reduce fraud and provide clear guidelines for legitimate transaction disputes.