Return & Refund Policy

Hicome (Shenzhen) Intelligent Technology Co., Ltd. (hereinafter referred to as "Hicome," "the Company," "we," "us," or "our") is fully committed to providing you with architectural-grade, high-strength aluminum alloy shading systems and exclusive luxury modern outdoor living spaces. Because the products we offer (including but not limited to custom louvered pergolas, motorized aluminum gazebos, retractable canopies, zip track roller blinds, and high-end parasols) are highly bespoke, custom-made structural items involving substantial raw material production costs and long-haul cross-border freight expenses, we enforce the following strict Return and Refund Policy.

Before submitting an online inquiry, signing a final Official Corporate Quotation, or executing any payments on this website, please ensure you thoroughly read and fully understand the following terms:

1. Custom Product Deposit Cancellation Policy

• 1.1 24-Hour Grace Period for Full Refund: Within exactly twenty-four (24) hours from the timestamp your deposit payment is successfully executed on our website or through an authorized gateway, you may request a cancellation if you decide to alter your plans. Cancellation requests submitted within this 24-hour window via our official channels (confirmed support email or official corporate WhatsApp) will be honored, and a full refund of the deposit will be issued.
• 1.2 Absolute Non-Refundability After 24 Hours: Once the deposit payment timestamp exceeds twenty-four (24) hours, the deposit turns into a strictly non-refundable status. Regardless of the time elapsed thereafter, if a customer requests order cancellation due to unilateral reasons (including but not limited to change of mind, subjective aesthetic variations, incorrect self-measurement of site dimensions, modifications to the installation site, or failure to obtain local building permits), the paid deposit shall be entirely forfeited and cannot be refunded. For details on our 30% to 100% elastic deposit specifications and structural line scheduling, please refer directly to our official Custom Orders, Quotations & Gated Finance Policy.

2. Manufacturing Defects & Missing Component Claims (The Mandatory 24-Hour Clearing Line)

We enforce international quality control standards across all outward-bound fabrications. If you discover a non-user-induced manufacturing flaw or missing components during unboxing or assembly, the issue will be handled under the following standardized engineering frameworks. We do not accept returns or full refund requests for the entire oversized shading system under these conditions:

• 2.1 Mandatory 24-Hour Discrepancy Claims Window: If an item is delivered with a packing omission (such as missing fasteners, structural screws) or if long-haul transit vibrations cause minor, non-structural components, micro-motors, or digital components to malfunction, the customer must complete a thorough inventory check against the Factory Packing List and contact us within twenty-four (24) hours of receipt.
• 2.2 Remediation Boundaries & Liability Limits: Upon verification of a factory omission, Hicome will prioritize the custom re-fabrication and expedited dispatch of the missing component at zero cost to the client. However, as transcontinental air courier lines and international customs clearance entry nodes are bound by severe external variables, the company provides zero binding transit or arrival speed guarantees, and explicitly disclaims all liability for local contractor downtime, construction delays, framing standbys, or consequential financial damages incurred during the re-shipping phase. Failure to initiate a claim within this 24-hour window establishes that the cargo arrived fully complete and turns all subsequent requests into paid out-of-warranty support.

3. Long-Haul Cross-Border Freight Damage and Assessment Protocol (24-Hour Extraordinary Damage Grace Window)

Our architectural systems are heavy-duty, oversized structural goods subject to high transit risks during cross-border ocean freight and local Less-than-Truckload (LTL) truck haulage. If a shipment undergoes significant, catastrophic damage during transit, the customer must strictly adhere to the following damage assessment and claim protocol:

• 3.1 Delivery Inspection and 24-Hour Evidence Submission: Upon taking tender of the delivery from the carrier, the customer must perform a thorough, on-the-spot visual inspection of the outer packaging and crating (any structural breaches must be formally annotated on the carrier's BOL by the driver as a "Damaged Receipt"). If severe structural breaches are found that have compromised the internal metal framework or technical fabrics, rendering the product completely non-functional via the component replacement remedies of Section 2, the customer must submit a comprehensive claim dossier within twenty-four (24) hours of delivery containing:
  • A clear, legible photograph of the original ocean freight bill of lading (BOL) displaying the handwritten damage notation executed on-site.
  • Wide-angle, high-resolution photographs showcasing the severe destruction of the outer protective packaging or wooden crating.
  • Clear macro photographs or video evidence highlighting the structural compromises of the actual product (e.g., severely bent or fractured aluminum profiles, ripped technical fabrics).
• 3.2 Resolution Framework (Dual-Option Assessment): Upon joint verification and adjustment with the cargo carrier and insurance underwriters—and provided we confirm the compromise was not induced by improper customer unloading or rigging—we will present the following two corrective solutions, to be mutually finalized based on fair commercial standards:
  • Option A (Expedited Re-fabrication): Subject to customer consent regarding production lead times, we will re-authorize production scheduling to expedite a brand-new production run and dispatch an entirely new replacement shading system free of charge.
  • Option B (Negotiated Settlement Refund): If your residential construction timelines or commercial project deadlines are too rigid to permit a secondary fabrication cycle, we will initiate a refund. The refund amount will be calculated based on the carrier's damage adjustment report and liability allocations, to be mutually finalized via corporate consultation as either a partial or full refund. If the loss is determined to be caused by carrier transit, we will actively spearhead insurance indemnity collection against the carrier and coordinate a separate cost-price salvage plan with the client.

4. Financial Settlement and Posting Timeframes

• 4.1 Strict Reversal to Original Form of Payment: Once a refund clearance is authorized in writing under Section 1 or Section 3 (Option B), the financial credit must be routed strictly back to the original funding source or outside payment method utilized at checkout (e.g., reversed directly back to the original credit card, debit card, or verified PayPal account). To mitigate international wire fraud and anti-money laundering (AML) regulatory risks, the Company strictly rejects requests to process refunds to alternative third-party accounts.
• 4.2 Cross-Border Clearing Timelines & Currency Disclaimers: Due to clearing protocols mandated by international financial institutions, the standard turnaround time for funds to post to your account is estimated between 5 to 7 business days. All cross-border credits are issued strictly in the original United States Dollar (USD) amount cleared at checkout. Hicome accepts no liability for minor variances or losses in the buyer's localized balance resulting from foreign exchange rate fluctuations or non-refundable processing fees assessed by the buyer's local bank.

5. Liability Exclusions and Buyer Maintenance Mandates

• 5.1 Architectural Industry Tolerances and Color Variance: Custom-made outdoor aluminum alloys and all-weather technical fabrics may exhibit minute dimensional variances or visual color shifts due to differences in measurement tools, factory powder-coating batches, or digital screen calibrations. Such minor variations, falling squarely within global industry manufacturing tolerances, do not constitute product flaws or quality defects and do not qualify for returns or refunds.
• 5.2 Improper Installation and Environmental Disclaimers: Hicome disclaims all liabilities for structural damage, and will issue no refunds or free replacement components, if product failures arise from dynamic engineering errors during assembly or a failure to adhere strictly to our blueprints during buyer-managed installations. Furthermore, the Company accepts no liability for destruction caused by hurricanes, heavy snow loads, sandstorms, or extreme meteorological force majeure if the user failed to retract louver profiles, roll up zip screens, or collapse folding umbrellas during weather events. Your specific warranty coverage and exact durations will be explicitly and strictly governed by the localized quality assurance clauses set forth in your direct sales contract or customized project covenant.
• 5.3 Primacy of Commercial Procurement Contracts (B2B Provision): This policy is fully applicable to commercial custom projects, including al fresco restaurant developments, luxury hotels, and commercial outdoor venues. In the case of bulk commercial procurement, any modification, cancellation, or refund parameters shall be governed strictly by the terms, conditions, and liquidated damages provisions set forth in the executed offline Commercial Contract, to which this website policy shall remain secondary.

6. Dispute Intake and Customer Care Escalations

If you maintain inquiries regarding the engineering status of your delivery, require missing component tracking, or need to formally initiate a transit damage claim under Section 3, please interface directly with our specialized dispute resolution desk via our verified coordinates:

• Official After-Sales Email Channel: tinachen@hkrhicome.com
• Official Corporate WhatsApp Line: Accessible instantly via the dedicated WhatsApp module anchored on our official storefront homepage to instantly launch an authorized service ticket.

Last Updated: July 13, 2026