Returns and refunds

1. Order Cancellation

Once an order is placed, it cannot be canceled or modified. Our fulfillment process begins immediately after checkout to ensure fast shipping.

Please review all order details carefully before completing your purchase, including shipping address and selected items.

For assistance, contact us at info@us-hoctonia.com.

Subscriptions and Recurring Orders

Subscription cancellations must be completed before the next billing date.

Customers can manage, pause, or cancel their subscription at any time before the next billing date via the secure customer portal:
👉 https://www.us-hoctonia.com/a/loop_subscriptions/customer

Once a subscription payment has been processed, the order is automatically prepared and cannot be canceled or refunded. Any cancellation requested after billing will apply only to future subscription cycles.

2. Return Eligibility and Timeframes

Standard Return Policy

We offer a 10-day return window starting from the delivery date shown on the carrier tracking.

To be eligible for a return:

• Items must be unused

• Items must be in original packaging

• Proof of purchase is required

Returns sent without prior authorization will not be accepted.

30-Day Money Back Guarantee

We offer a 30-day money back guarantee on Hoctonia under the following conditions:

• Valid for first-time purchases only

• No more than 2 masks may be used

• Subscription orders are not eligible

• Return request must be made within 30 days of delivery

• Photo evidence may be required

• Customer is responsible for return shipping

If more than 2 masks are used, the return falls under the standard 10-day return policy.

Hoctonia reserves the right to deny eligibility in cases of abuse, fraud, or excessive return behavior.

3. Hygiene and Product Condition

For hygiene and safety reasons, products that have been opened, used, or show signs of use are generally not eligible for return.

Exceptions may apply under the 30-day guarantee or medical clause below, subject to verification.

Products must be returned in their original condition and packaging unless a verified defect is identified.

4. Return Procedure

To initiate a return, customers must email info@us-Hoctonia.com and provide:

• Order number

• Item details

• Reason for return

• Full contact information

If approved, return instructions and the appropriate warehouse address will be provided.

Returns without authorization, proof of shipment, or required evidence may be refused.

Only one return, refund, replacement, or compensation claim is allowed per order.

5. Return Shipping and Responsibility

Customers are responsible for all return shipping costs. Original shipping fees are non-refundable.

Hoctonia is not responsible for returned packages until they are delivered and received at our warehouse.

6. Restocking Fee

All approved returns are subject to a 15 percent restocking fee.
Refunds will be issued for 85 percent of the order subtotal, excluding shipping costs.

7. Refund Processing

Once the returned item is received and inspected, we will notify you of approval or rejection.

Approved refunds are processed to the original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.

8. Damaged, Defective, or Incorrect Items

Claims for damaged, defective, or incorrect items must be reported within 10 days of delivery.

Photo or video evidence is required. Without sufficient proof, claims are reviewed at our discretion.

If approved, a replacement or refund will be issued.

9. Lost or Undelivered Packages

If a package is confirmed as lost by the carrier and not attributable to customer error, we will issue a free replacement.

Customers may be required to confirm non-receipt.

Packages marked as delivered by the carrier are considered successfully delivered. Responsibility transfers to the customer upon delivery.

10. Incorrect Address Policy

Customers are responsible for providing accurate shipping information at checkout.

Orders lost, delayed, or returned due to incorrect or incomplete addresses provided by the customer are not eligible for refunds.

If a package is returned due to address issues:

• A 15 percent restocking fee applies

• Original shipping fees are non-refundable

11. Partial Returns and Bundles

For orders containing multiple items or bundles:

• Only unused and eligible items may be returned

• Refunds will be prorated based on returned items only

12. Chargebacks and Disputes

In the event of a payment dispute or chargeback, Hoctonia reserves the right to submit all relevant documentation, including tracking, communication history, electronic policy acceptance, and proof of delivery, to the payment provider.

Customers are encouraged to contact our support team before initiating any dispute so we can attempt to resolve the matter amicably.

13. Medical or Allergy Considerations

If a customer is unable to use the product due to a documented medical condition or allergy, they may be eligible for a refund under specific conditions.

Medical documentation and supporting evidence may be required. Each case is reviewed individually.

Minor irritation without documentation may qualify for a partial refund at our discretion.

14. Product Use and Results Disclaimer

Results may vary from person to person. Hoctonia does not guarantee specific results, outcomes, or benefits.

Products must be used strictly in accordance with the provided instructions. Improper use, misuse, or use contrary to recommendations voids eligibility for refunds, replacements, or guarantees.

15. Free Gifts and Promotions

Promotional offers and free gifts are limited to one free item per order. If multiple free items are added due to a system error, only one will be honored.

16. Shipping Protection

Shipping protection fees are non-refundable once the order has been processed.

Shipping protection applies only to packages lost or damaged during transit. Once marked as delivered, Hoctonia is no longer liable for loss or theft.

17. Force Majeure

Hoctonia shall not be held liable for delays or failures caused by events beyond our reasonable control, including carrier disruptions, customs delays, natural disasters, labor disputes, supply chain issues, or governmental actions.

18. Unauthorized Sellers and Resale

Hoctonia products are intended for personal use only and are not authorized for resale.

Products purchased through unauthorized sellers or third-party marketplaces are not eligible for refunds, replacements, or guarantees.

19. Policy Acceptance and Language

By completing checkout, customers confirm that they have read, understood, and agreed to this Return, Refund, and Cancellation Policy.

In the event of any inconsistency or interpretation issue, the English version of this policy shall prevail.

20. Policy Updates

Hoctonia reserves the right to update or amend this policy at any time. Changes take effect immediately upon publication on our website.

21. Contact Information

For any questions regarding returns, refunds, cancellations, or subscriptions, please contact: