Refund Policy

Last Updated: October 18, 2025
At Haoyunliai, we want you and your child to love every toy you purchase—whether online at haoyunliai.com or in our Spring, TX store (21322 Springbrook Hollow Court, Spring, TX, US). If you’re not completely satisfied with your order, we offer fair and straightforward refund options, subject to the terms outlined below. This Refund Policy applies to all purchases made through our Website or physical store.

1. Eligibility for Refunds

To qualify for a refund, your item(s) must meet the following criteria:
  • Timeframe: Requests must be submitted within 30 days of delivery (for online orders) or 30 days of purchase (for in-store orders). We cannot process refund requests received after this period.
  • Condition of Items: Toys must be in their original, unused condition—with all original packaging, tags, and accessories intact. We cannot accept refunds for items that are damaged, worn, stained, missing parts, or have been assembled (unless the item arrived defective; see Section 3 for defective products).
  • Proof of Purchase: You must provide a valid proof of purchase, such as a digital order confirmation (sent via email for online orders) or a physical receipt (for in-store purchases). If you no longer have your proof of purchase, contact our team at support@haoyunliai.com or +1 (718) 791-8285—we may be able to locate your order using your name, email, or phone number.

2. Non-Refundable Items

Certain items are excluded from our refund policy due to safety, hygiene, or customization reasons. These include:
  • Personalized or Custom Toys: Items engraved, monogrammed, or designed to your specific request (e.g., custom name puzzles, personalized plush toys).
  • Opened Hygiene-Sensitive Toys: Products like bath toys, teething toys, or stuffed animals that have been removed from their sealed packaging (to prevent the spread of germs).
  • Clearance or Final Sale Items: Items marked “Final Sale” or purchased at a discounted clearance price (these are noted as non-refundable on the product page or receipt).
  • Gift Cards: Haoyunliai gift cards are non-refundable and cannot be exchanged for cash (except where required by law).

3. Refunds for Defective or Damaged Products

We take pride in offering high-quality, safe toys—but if you receive an item that is defective (e.g., broken parts, malfunctioning mechanisms) or damaged during shipping, we’ll resolve the issue promptly. Here’s how:
  • Report the Issue: Contact us within 7 days of receiving the item (for online orders) or 7 days of purchase (for in-store orders) to notify us of the defect or damage. Include photos/videos of the item and its packaging (this helps us identify the issue and prevent future problems).
  • Resolution Options: We will either:
    1. Send you a free replacement of the same item (if in stock);
    1. Offer a full refund (including original shipping costs for online orders); or
    1. Provide a store credit for the item’s value (if you prefer to exchange it for another product).
  • Return of Defective Items: In some cases, we may ask you to return the defective item to us (we will cover all return shipping costs). Do not discard the item until we confirm—we may need it for inspection.

4. Refund Process

4.1 Online Order Refunds

  1. Submit a Request: Log into your Haoyunliai account on haoyunliai.com, go to “Order History,” select the order you want to return, and click “Request Refund.” Fill out the form with your reason for the refund and any relevant details (e.g., photos of the item).
  1. Wait for Approval: Our team will review your request within 2–3 business days and send you an email with approval or follow-up questions. If approved, we will provide a prepaid return shipping label (for online orders) to send the item back to us.
  1. Ship the Item: Pack the item securely in its original packaging (or a similar protective box) and attach the prepaid label. Drop it off at the designated carrier location (e.g., USPS, UPS—details will be included in the approval email).
  1. Process the Refund: Once we receive and inspect the item (usually 3–5 business days after delivery to our warehouse), we will process your refund. Refunds are credited back to your original payment method (e.g., credit card, PayPal). Please note: It may take 5–7 business days for the refund to appear in your account, depending on your bank or payment provider’s processing times.

4.2 In-Store Order Refunds

  1. Visit the Store: Bring the item(s), original receipt, and a valid ID to our Spring, TX store (21322 Springbrook Hollow Court, Spring, TX, US) during our business hours (Monday–Saturday: 10:00 AM – 7:00 PM CT; Sunday: 11:00 AM – 5:00 PM CT).
  1. Inspection and Approval: Our store team will inspect the item to ensure it meets refund eligibility criteria. If approved, you can choose:
    • A cash refund (for cash or debit card purchases);
    • A credit back to your credit card (for credit card purchases—may take 2–3 business days to process); or
    • A store credit (valid for 12 months from the date of issue).

5. Refunds for Gift Purchases

If you received a Haoyunliai toy as a gift and wish to return it, you may be eligible for a store credit (we cannot issue cash refunds to gift recipients without the original purchaser’s consent). To request a gift refund:
  • Provide the gift receipt (if available) or the order number (if the gift was sent directly to you from our Website).
  • The store credit will be issued in the amount paid for the item (excluding shipping costs, if applicable) and can be used for any future purchase online or in-store.

6. Canceling an Order

If you need to cancel an online order before it ships, contact us immediately at support@haoyunliai.com or +1 (718) 791-8285. We will cancel the order and issue a full refund if it has not yet left our warehouse (usually within 24 hours of order placement). If the order has already shipped, you will need to follow our standard refund process (Section 4.1) once you receive the item.

7. Contact Us for Refund Questions

If you have questions about our refund policy, need help submitting a request, or want to check the status of a pending refund, reach out to our team:
  • Phone: +1 (718) 791-8285 (Monday–Saturday: 10:00 AM – 7:00 PM CT; Sunday: 11:00 AM – 5:00 PM CT)
  • In-Store: Visit us at 21322 Springbrook Hollow Court, Spring, TX, US
  • Website: Use the “Contact Form” under the “Help” tab on haoyunliai.com
We aim to resolve all refund inquiries within 5 business days and appreciate your patience as we ensure a fair process for both our customers and our business.