Refund & Returns Policy

This policy covers purchases made through the Hmong Network marketplace — physical products sold by independent sellers. It doesn't cover a business listing itself (listings are always free) or a service you arrange directly with a business off-platform, which is governed by that business's own policies.

If something you bought arrives damaged, isn't as described, is the wrong item, or you've simply changed your mind, you can request a return from your order history within the seller's stated return window (each listing shows how many days). You'll pick a reason and, if you'd like, add a note for the seller.

A seller who has automatic returns turned on can pre-approve certain reasons instantly — commonly damaged, not-as-described, and wrong-item requests, since those are the seller's responsibility. Everything else is a manual decision: the seller reviews your request and approves or rejects it. A seller who hasn't turned on automatic returns at all still receives and can approve your request — it's simply always a manual call in that case, never an automatic denial.

If the seller rejects your return, you can appeal directly to Hmong Network. We review the reason for the return and the seller's response, and our decision on an appeal is final.

Once a return is approved, the decision (automatic, from the seller, or from an appeal) also sets who pays for return shipping. When the seller is paying, we generate a prepaid label for you to print. When you're paying, you'll ship it with a carrier of your choice and enter the tracking number from your order history — a return isn't considered valid until that tracking is on file. Either way, the item is marked received once it's back with the seller, and the refund is issued from there.

Refunds are issued to your original payment method through our payment processor — we can't refund to a different card or account. A refund can cover the full order or a partial amount, and on a multi-seller order, each seller's portion is refunded independently so approving one return doesn't affect the others.

A seller may charge a restocking fee on a return (shown as a percentage in their return policy) and may or may not refund the original shipping cost — both are set when your return is approved, so you'll know the exact refund amount before you ship anything back.

The commission we deduct from a sale is tied to that sale; when an order is refunded, the corresponding commission is reversed as part of the same refund rather than kept separately.

Once a seller ships your order with a real shipping label purchased through the marketplace, you can see live carrier tracking from your order history — status, expected delivery, and a link to the carrier's own tracking page. A return you ship back is tracked the same way, whether the seller sent you a prepaid label or you supplied your own.

Once a return is approved and the item is confirmed received, we aim to issue the refund promptly. How long it takes to appear on your statement after that depends on your bank or card issuer, typically a few business days.

If a return request isn't resolved to your satisfaction, or if you believe a charge was made in error or fraudulently, you can escalate through your bank or card issuer's dispute process. We keep a full record of the order, the return request (if any), and its resolution, which we can provide as part of that process.

Repeated chargebacks against a seller are one of the automated signals that can trigger an account review under our account moderation policy.

Sellers are expected to accurately describe what they're selling, ship in a reasonable timeframe, and respond to return requests in good faith. A seller who consistently mishandles returns or disputes may have their marketplace access paused or removed.

If we make a material change, we'll update this page.

Questions about an order, or this policy, can be sent through our contact form, from your order history, emailed to hello@hmong.network, called at (918) 998-0156, or mailed to Hmong Network, LLC, 7521 S Olympia Avenue West, #1067, Tulsa, Oklahoma.