Refund policy

Refund Policy

At Hengchu Store, we stand behind the quality of our electronic replacement parts. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. Return Eligibility (Important for Repair Parts)

To be eligible for a return, your item must be in the same condition that you received it:

  • Uninstalled: The part (Touchscreen, LCD, FPC cable) must not have been installed or glued.

  • Protective Film Intact: The front and back protective films must not have been removed.

  • No Physical Damage: The item must be free from scratches, cracks, or torn flex cables.

  • Original Packaging: The item must be in the original packaging.

2. Mandatory Pre-Installation Testing

We strongly recommend all customers test the part before final installation.

  • Simply connect the flex cable to your device's motherboard to test display and touch functions.

  • Note: Once the protective film is removed or the part is glued/installed, the warranty is void and the item is no longer eligible for a return.

3. Return Process

You can easily initiate a return online through our self-service portal:

  • Step 1 (Self-Service): Log in to your customer account at https://account.hengchustore.com, select your order, and click "Request Return" with the reason and photos/unboxing video of the item.
  • Alternative Method: If you cannot access your account, you can email us directly at info@hengchustore.com with your order number.
  • Return Address: Once your return request is approved, please ship the item to our returns facility: Recipient: Hengchu Store Return Department Address: Room 101, No. 115, Tianliao New Village, Guancheng Community, Guanhu Street, Longhua District City: Shenzhen Province: Guangdong Postal Code: 518110 Country: China Phone: +86 18665356750
  • Restocking Fee: No restocking fee ($0.00). We do not charge any restocking fee on returned items.
  • Return Shipping Cost: We cover return shipping costs for defective, damaged, or incorrect items. For customer preference returns, the customer covers the return shipping postage.

4. Damaged or Wrong Items

Please inspect your order upon reception (especially fragile LCDs).

  • If the item is defective, damaged, or if you receive the wrong item, contact us immediately.

  • Requirement: We require clear photos or an unboxing video showing the damage or the incorrect FPC code to process your claim.

5. Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

6. EU Customers – Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.

How to request a return or cancellation: You can manage your return or cancellation directly through your https://account.hengchustore.com/ . Alternatively, contact us at info@hengchustore.com.

Refund timeline: Once we receive and inspect your returned item, we will process your refund within 14 days to your original payment method, including the original standard shipping costs.

Please note: The right of withdrawal does not apply to items that have been installed, had their protective film removed, or show signs of use beyond what is necessary to assess the product's nature and function — consistent with our standard return eligibility conditions above.

7. Non-Returnable Items

  • Items with damaged flex cables (due to improper folding or installation).

  • Items that show signs of glue or adhesive residue.

  • Items returned after the 30-day window.