Return & Refund Policy
Last Updated: October 23, 2026
At Hovrek, we want you to feel confident and satisfied with every purchase. Whether you're choosing everyday cooking tools, kitchen organization essentials, or cleaning accessories, our customer support team is here to assist you if something isn't right with your order.
Hovrek is operated by Hangzhou Zhaipeihui Trading Co., Ltd.
Please review the following return and refund guidelines before submitting a request.
1. Standard Returns Policy & Return Eligibility
If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order. This is the deadline for submitting your return request.
Conditions for Standard Returns
For change-of-mind returns under our voluntary 30-day returns policy:
- Items must be unused, clean, undamaged, and in their original condition.
- Items must not have been used for food preparation, cooking, cleaning, or other everyday household activities.
- Items must not have been washed, altered, repaired, or damaged after delivery.
- Items must be free from food residue, grease, stains, odors, scratches, and other signs of use.
- All original product components, accessories, and detachable parts must be included.
- Please include the original product packaging and labels, where available. If packaging is missing or damaged, contact us before returning the item so we can explain how this affects eligibility under our voluntary policy.
Items that do not meet these conditions may be declined under our voluntary change-of-mind returns policy, subject to applicable law. If we decline a return, we will explain the reason.
Damaged, Defective, Incorrect, or Misdescribed Goods
The conditions above apply to voluntary change-of-mind returns. They do not remove or restrict any rights or remedies available under applicable law for defective, damaged, incorrect, or misdescribed goods.
Please contact us even if the product has been used, cleaned, or its original packaging is no longer available.
We will assess the issue in accordance with applicable consumer rights.
Return Charges & Refunds
Eligible returns requested within our standard 30-day return period are free of return shipping charges. We do not charge a restocking fee for these eligible returns.
Please contact our customer support team before sending items back. We will provide instructions for returning your items to the United States return address listed in Section 7 and explain how free return shipping will be arranged.
Approved refunds are issued to the original payment method, as explained in Section 3.
Original shipping charges are non-refundable except where applicable law requires otherwise.
Any different conditions for promotional purchases must be clearly disclosed before purchase and permitted by applicable law. If no different conditions were disclosed, our standard returns policy applies.
For purchases made through a third-party retailer, please contact the original retailer regarding its return process. This does not affect any rights you may have under applicable law.
Your statutory consumer rights remain unaffected. Our voluntary return conditions and standard 30-day period do not replace or restrict any mandatory cancellation rights, longer claim periods, or other remedies available under applicable law.
2. How to Request a Return
To initiate a return, please contact our customer support team:
Email: support@hovrek.com
Please include your order number, the email address used at checkout, the product you wish to return, and a brief explanation of your request.
Once we receive your email, our team will review your request and provide the applicable return instructions for the return address listed in Section 7, including a return label where appropriate.
For eligible returns under our standard returns policy, we will explain how return shipping will be arranged free of return charges.
Important: Please contact us for return instructions before sending any items back. This helps ensure that your return reaches the correct location and can be identified and processed.
These instructions do not restrict any cancellation or return rights available under applicable law.
3. Return Review & Refund Processing
Return Review
We aim to inspect returned items and notify you of the outcome within 3 business days after receiving your return.
If we need additional information to assess your request, we will contact you and explain what is required.
If a return or refund is declined or adjusted, we will explain the reason. Our review process will not extend any refund deadline imposed by applicable law.
Issuing Your Refund
Once your refund has been approved, we will initiate it to your original payment method within 2 business days.
We will notify you when the refund has been initiated. This means we have submitted the refund to the payment provider; it does not necessarily mean the funds have already appeared in your account.
Bank or Payment-Provider Processing
After we initiate your refund, your bank, card issuer, or payment provider may require additional time to credit your account.
This crediting time is separate from our return review and refund initiation time and depends on the provider handling your payment.
If you have received our refund confirmation but cannot see the credit, please contact your payment provider. You may also email support@hovrek.com with your order number so we can help check the refund status.
Statutory Refund Deadlines
We process refunds without undue delay and within any applicable legal deadline. The processing timeframes above do not extend or replace a shorter deadline required by law.
Where applicable law requires a refund before we receive the returned goods or complete our review, we will follow that requirement.
Original shipping charges will also be refunded where required by applicable law.
Nothing in this section limits any cancellation, refund, or other consumer rights that cannot lawfully be excluded or restricted.
For questions about your return or refund, please contact support@hovrek.com and include your order number.
4. Damaged or Defective Items
If your order arrives damaged or you discover a product defect, please contact us as soon as possible.
For items damaged upon arrival, we ask that you notify us within 14 days of receiving your order so we can investigate promptly. This requested notification period does not limit your statutory rights or any longer claim period available under applicable law.
Email: support@hovrek.com
Subject: DAMAGED
Please include:
- Your order number.
- The email address associated with your order.
- A brief description of the issue.
- Clear photographs or a short video showing the affected product, where possible.
- Photographs of the packaging and shipping label, if available.
Our support team will review the information and assist you with an appropriate resolution in accordance with applicable consumer rights.
If an insured shipment is lost during delivery or arrives damaged, we will send a replacement at no additional cost after reviewing sufficient supporting information, in accordance with our Shipping & Delivery Policy.
This replacement protection does not limit any refund or other remedy available under applicable law.
5. Missing or Incorrect Items
If you have not received all the items in your order, please first check whether your purchase has been shipped in multiple packages.
Kitchen tools, cooking utensils, organization accessories, and cleaning essentials purchased together may occasionally arrive in separate shipments.
If all packages have arrived and an item is still missing, please contact us.
Email: support@hovrek.com
Subject: MISSING ITEM
Include your order number and the name of the missing product.
If you received an incorrect item, please also provide clear photographs of the product and its packaging, where possible.
If photographs are unavailable, please still contact us so we can discuss what other information may help us investigate.
Our team will investigate your request and advise you on the appropriate next steps.
Any resolution will be provided in accordance with applicable consumer rights.
6. Promotional Orders
Orders placed during special promotions, including seasonal sales, Black Friday events, and other limited-time offers, may be subject to additional conditions under our voluntary returns policy only where those conditions are clearly disclosed before purchase and permitted by applicable law.
If no different conditions were disclosed before purchase, our standard returns policy applies.
Promotional terms do not remove or reduce statutory rights relating to defective, damaged, incorrect, or misdescribed goods, or any cancellation and refund rights that cannot lawfully be excluded.
We recommend reviewing the promotional terms before completing your purchase.
7. Return Address & Company Information
United States Return Address
For approved returns, please use the following return address and follow the instructions provided by our customer support team:
Recipient: Marie Crevecoeur
Street Address: 927 Edwards Boulevard
City: Valley Stream
State: New York (NY)
ZIP Code: 11580
Country: United States
Please contact support@hovrek.com for return instructions before sending any items back. This helps us identify your return and arrange free return shipping for eligible returns under our standard 30-day returns policy.
Company Information
Company Name:
Hangzhou Zhaipeihui Trading Co., Ltd.
Registered Office Address:
Room 1105, Building 1, Yintian Jincheng, Cangqian Subdistrict, Yuhang District, Hangzhou City, Zhejiang Province, China
Customer Support Email:
Contact Phone:
+1 612-212-2569
Our registered office address is provided for company identification. Please send approved returns to the United States return address listed above, following the instructions provided by our customer support team.
8. Contact Us
If you have any questions about returns, refunds, damaged products, or missing items, please contact us at:
Email: support@hovrek.com
Phone: +1 612-212-2569
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time (ET).
You can send us an email at any time.
Our customer support team aims to review and respond to inquiries within one business day. Responses may take longer during holidays, promotional periods, or times of unusually high demand.
This response target is separate from return review, refund processing, and bank crediting times.
Thank you for shopping with Hovrek. We appreciate your trust and look forward to assisting you.
Hovrek — Everyday, Beautifully Made.