Refund policy
Last Updated: September 18, 2026
This Return & Refund Policy applies to eligible purchases made from Visionheng, operated by CHENHENG CO., LIMITED, and delivered within the United States.
30-Day Return Period
You may request an eligible return within 30 calendar days after delivery.
We accept eligible returns for:
- Damaged, defective, or incorrect products
- Non-defective products, including change-of-mind returns
Return Condition
Only products in new and unused condition are eligible for return. The product must be clean, undamaged, unaltered, and free from wear, scratches, or misuse. Original packaging, tags, manuals, cases, accessories, and other included items must be returned where applicable.
Products showing use, wear, customer-caused damage, improper care, or unauthorized alteration are not eligible for a change-of-mind return.
How to Request a Return
Before mailing a product, email service@visionheng.com within the 30-day return period. Include:
- Your order number
- The email address used for the order
- The product being returned
- The reason for return
- Clear photographs for damaged, defective, or incorrect products
We will provide the applicable return instructions and authorized return address. Do not mail a return to our registered business address unless customer service specifically instructs you to do so. Returns sent without authorization or to an incorrect address may be delayed or rejected.
Return Method
Returns are accepted by mail only. We do not provide in-store or drop-off returns.
Return Label and Shipping Costs
The customer is responsible for obtaining the return shipping label and mailing the return according to our instructions. We recommend a trackable service and retaining the receipt until the return is complete.
For a non-defective or change-of-mind return, the customer pays the return shipping cost.
For a verified damaged, defective, or incorrect product, contact us before shipping. If a physical return is required, we will provide the appropriate instructions and reimburse the reasonable return shipping cost after verification.
Original Shipping Charges
Original shipping charges are not refundable for non-defective or change-of-mind returns. For a verified damaged, defective, or incorrect product, applicable original shipping charges may be refunded where appropriate.
Restocking Fee
There is no restocking fee for an eligible return. Restocking fee: US$0.
Refund Process and Timing
After the returned product is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method within 5 calendar days after inspection and approval.
Your bank, card issuer, or payment provider may require additional time to post the refund after it is issued.
Refund Amount
For an approved non-defective return, the refund normally includes the amount paid for the returned product. Original shipping charges and customer-paid return shipping costs are not refunded. There is no restocking fee.
Exchanges
We do not offer direct exchanges. To obtain another style, color, or product, return the eligible original item and place a separate new order.
Order Cancellations
To request cancellation, contact us as soon as possible. We will try to assist if processing or fulfillment has not started. Once fulfillment or shipment begins, cancellation may not be possible; an eligible return may be requested after delivery.
Contact Information
Brand: Visionheng
Legal business: CHENHENG CO., LIMITED
Email: service@visionheng.com
Telephone: +852 9509 4796
Registered address: Unit 1 on 22nd Floor, The Cloud, No. 111 Tung Chau Street, Tai Kok Tsui, Hong Kong