Returns & refunds
1. Introduction
At Hafiex LLC, customer satisfaction, product quality, and dependable procurement services are important to our business. We are committed to providing a transparent and professional return process for eligible products purchased through our website and authorized sales channels.
As a United States-based office supplies reseller headquartered in Houston, Texas, Hafiex LLC serves Business-to-Government (B2G), Business-to-Business (B2B), and Business-to-Distributor (B2D) markets.
We recognize that government agencies, corporate purchasing departments, educational institutions, commercial organizations, and distribution partners have different procurement requirements and purchasing procedures.
This Return & Refund Policy establishes the general conditions governing merchandise returns, exchanges, refunds, damaged shipments, order cancellations, and related customer service matters.
By purchasing products from Hafiex LLC, customers agree to the applicable return terms disclosed at the time of purchase, subject to any separately accepted written agreement and applicable law.
2. Standard 30-Day Return Policy
Hafiex LLC offers a proposed 30-day return window for eligible products purchased through our website.
Customers may request a return within 30 calendar days from the confirmed delivery date.
To qualify for a standard return, merchandise must generally meet the following conditions:
The return request is submitted within 30 calendar days of delivery.
The product is unused and in resalable condition.
The product is returned in its original packaging.
All original accessories, manuals, labels, and components are included.
The product has not been altered, modified, or damaged after delivery.
The item is not classified as nonreturnable.
The customer provides valid proof of purchase.
The return has been reviewed and authorized by Hafiex LLC.
All discretionary returns are subject to inspection and approval.
Products that do not satisfy these conditions may be ineligible for return unless applicable law, warranty rights, or a separate written agreement provides otherwise.
3. Return Authorization (RMA)
Customers must obtain a Return Merchandise Authorization (RMA) before returning products.
To initiate a return, contact:
Please provide:
Customer or organization name.
Order number or purchase order reference.
Product name and manufacturer part number.
Quantity being returned.
Reason for the return.
Date of delivery.
Photographs of damaged or defective merchandise, if applicable.
After reviewing the request, Hafiex LLC will provide return instructions if the request is approved.
Returned products must be shipped to the designated return location specified in the authorization.
Do not send merchandise to our Houston business address unless explicitly instructed to do so.
Products shipped without authorization may be rejected or returned to the sender.
4. Restocking Fees
Approved returns of non-defective merchandise requested for reasons such as incorrect selection, changed purchasing requirements, or buyer preference are subject to a proposed 20% restocking fee.
The fee is calculated using the purchase price of the returned merchandise, excluding applicable sales taxes and separately charged shipping.
Restocking fees help cover applicable handling, inspection, processing, repackaging, and supplier-related return expenses.
No restocking fee will apply when a return is approved because Hafiex LLC supplied an incorrect product or the merchandise arrived damaged or defective, subject to applicable warranty and legal requirements.
A separate written purchasing agreement or contractual provision may establish different return conditions.
Any applicable fee will be communicated during the return authorization process.
5. Nonreturnable Products
Certain products may not qualify for discretionary returns due to their nature, condition, manufacturer restrictions, or special purchasing arrangements.
These may include:
Customized or personalized merchandise.
Special-order products identified as nonreturnable before purchase.
Made-to-order office furniture.
Opened or used hygiene products.
Opened cleaning chemicals or consumable products.
Used printer ink and toner cartridges.
Products with broken manufacturer seals where the seal is necessary for resale.
Items damaged through misuse or improper handling.
Products missing essential accessories or components.
Clearance or final-sale products clearly identified as nonreturnable before purchase.
Products subject to specific manufacturer return restrictions disclosed before purchase.
These exclusions apply to discretionary returns and do not eliminate applicable rights concerning defective, incorrectly supplied, or nonconforming merchandise.
Customers are encouraged to review product specifications and return eligibility before placing orders involving specialty or nonreturnable items.
6. Damaged, Defective or Incorrect Products
Hafiex LLC strives to ensure that customers receive the merchandise ordered in appropriate condition.
If an order arrives damaged, defective, incomplete, or incorrect, customers should contact us promptly.
For efficient resolution, we encourage customers to report visible shipping damage or incorrect shipments within five business days of delivery.
Please provide the order number, product details, a description of the issue, and available photographs.
Depending on the circumstances and applicable rights, an appropriate resolution may involve:
Replacement of the affected product.
Shipment of missing merchandise.
Repair or manufacturer warranty assistance.
Return of incorrect merchandise.
A partial refund when appropriate.
A full refund for qualifying returned products.
Where Hafiex LLC is responsible for supplying an incorrect or defective product, reasonable return shipping costs will be covered or appropriate prepaid return instructions will be provided.
The recommended reporting period does not waive any applicable statutory rights, express warranties, or government contract remedies.
7. Refund Processing
Once authorized merchandise has been received, Hafiex LLC will review the return to determine whether it satisfies the applicable conditions.
For ordinary approved returns, we aim to initiate refunds within seven business days following completion of the return inspection, except where a shorter legally required period applies.
Refunds will generally be issued to the original payment method.
The time required for the refunded amount to appear in a customer's account may depend on the payment provider or financial institution.
Approved refunds may reflect applicable:
Disclosed restocking fees.
Nonrefundable original shipping charges for discretionary returns.
Customer-paid return shipping costs.
Other authorized deductions disclosed under the applicable purchasing terms.
Applicable sales taxes will be refunded or adjusted according to relevant tax requirements.
Refunds arising from canceled or unshipped orders will be processed under the applicable order-cancellation rules and legal requirements rather than being delayed for merchandise inspection.
8. Return Shipping Responsibilities
For discretionary returns involving non-defective products, customers are generally responsible for return shipping expenses.
Customers should use a reliable shipping service with appropriate tracking and protective packaging.
Hafiex LLC is not responsible for return shipments lost or damaged before receipt at the authorized return facility, except where responsibility is assigned differently by law or an accepted agreement.
For returns resulting from an incorrect shipment, qualifying defect, or error attributable to Hafiex LLC, appropriate return transportation arrangements will be provided without additional customer expense.
Customers should not independently ship defective or incorrect merchandise without first receiving return instructions.
9. Exchanges & Product Replacements
Hafiex LLC may offer exchanges or replacements when appropriate and subject to product availability.
Exchange requests may involve:
Incorrect product selection.
Incorrectly supplied merchandise.
Product damage.
Manufacturing defects.
Replacement of eligible items.
Other approved purchasing issues.
Discretionary exchanges may be subject to applicable restocking charges, shipping expenses, and price differences.
Replacements resulting from seller error or qualifying product defects will be handled without inappropriate additional charges.
If an identical replacement product is unavailable, the customer may be offered an alternative product or an applicable refund.
Any substitution requiring customer approval will be confirmed before fulfillment.
10. Order Cancellation Policy
Customers may request cancellation by contacting sales@hafiex.com as soon as possible after placing an order.
Cancellation eligibility depends on the order's processing status, applicable purchasing agreement, and legal requirements.
Before Shipment
Orders that have not entered irreversible fulfillment processing may generally be canceled without a restocking fee.
Where cancellation is permitted and payment has been collected, an appropriate refund will be issued.
During Fulfillment
Orders already being prepared, packaged, or transferred for shipment may not be eligible for immediate cancellation.
Where cancellation cannot be completed, the customer may request a return after delivery, subject to applicable return conditions.
After Shipment
Orders already shipped are generally subject to the return process unless applicable law or an accepted purchasing agreement provides a different remedy.
Special Orders
Orders involving customized merchandise, noncancelable supplier commitments, or special purchasing arrangements may be subject to separately disclosed cancellation conditions.
Nothing in this section limits cancellation or refund rights that apply when a seller cannot fulfill an order within legally required shipping timeframes.
11. Shipping Delays & Unfulfilled Orders
Hafiex LLC recognizes the importance of providing accurate shipping expectations and communicating material fulfillment delays.
If an order cannot be shipped within the applicable promised or legally required timeframe, customers will be informed and provided with cancellation or delayed-shipment options where required.
For transactions covered by the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule, applicable requirements concerning shipment timing, customer consent to delays, and refunds will be followed.
Where a qualifying customer cancels an unshipped order because of a covered shipping delay, the required refund will be provided without an inappropriate restocking fee.
Our objective is to maintain transparent communication concerning product availability and fulfillment expectations.
12. Government Procurement Returns (B2G)
Federal, State & Local Government Orders
Hafiex LLC recognizes that government purchasing arrangements may establish return, inspection, acceptance, warranty, replacement, and contract administration requirements different from ordinary commercial website purchases.
Orders placed under an accepted government contract, solicitation, purchase order, or other binding procurement agreement will be governed by the applicable contractual provisions.
Relevant federal acquisition requirements may include:
Federal Acquisition Regulation (FAR) provisions.
Applicable Defense Federal Acquisition Regulation Supplement (DFARS) clauses.
Inspection and acceptance requirements.
Contractual product specifications.
Nonconforming supply remedies.
Warranty provisions.
Contracting officer instructions.
Applicable termination conditions.
Product replacement obligations.
Contract administration procedures.
Where FAR 52.212-4 or another applicable contract clause establishes government inspection, acceptance, or warranty rights, those rights will not be displaced by the ordinary website return window or discretionary restocking policy.
Government customers should reference the applicable contract number, solicitation number, or purchase order when submitting a return or replacement inquiry.
Our objective is to approach government purchasing issues professionally and consistently with accepted contractual obligations.
13. Defense & Government Contractor Returns
Orders involving Department of Defense organizations, prime contractors, subcontractors, or other federal supply chain participants may be subject to specialized contractual requirements.
Such requirements may concern product specifications, sourcing eligibility, documentation, inspection, acceptance, traceability, and replacement procedures.
Hafiex LLC recognizes that certain orders may involve applicable FAR or DFARS flow-down provisions.
When these conditions form part of an accepted agreement, the relevant contract terms will govern.
Customers seeking return authorization for government contract-related purchases should provide the applicable purchasing and contract documentation.
14. Commercial & Corporate Returns (B2B)
Hafiex LLC supports commercial purchasing requirements involving corporate offices, professional organizations, educational institutions, healthcare administration, and other institutional customers.
For ordinary commercial website orders, the standard return conditions apply unless otherwise agreed in writing.
Larger B2B transactions may involve separate purchasing arrangements covering:
Bulk quantities.
Recurring supply orders.
Negotiated commercial pricing.
Specialized products.
Consolidated shipments.
Contract-specific return conditions.
Manufacturer-related restrictions.
Agreed delivery and acceptance procedures.
Where a separate written purchasing agreement has been accepted, that agreement will take precedence over conflicting standard website return terms to the extent of the conflict.
We encourage commercial customers to confirm return eligibility and relevant purchasing conditions before placing substantial or specialized orders.
15. Wholesale & Distribution Returns (B2D)
Hafiex LLC recognizes that wholesale purchasing and distribution partnerships may operate under negotiated commercial terms.
Orders placed by distributors, dealers, resellers, or wholesale purchasing organizations may involve specific supplier conditions, minimum order quantities, volume pricing, or special sourcing arrangements.
Returns under these arrangements may be governed by a separate written quotation, sales agreement, purchase order, or distribution agreement.
Potential conditions may include:
Manufacturer return authorization requirements.
Special-order restrictions.
Original packaging requirements.
Bulk product inspection procedures.
Commercial restocking charges.
Return transportation responsibilities.
Agreed product acceptance conditions.
Contract-specific warranty arrangements.
Customers participating in B2D transactions should review the applicable commercial agreement before placing an order.
Hafiex LLC aims to maintain transparent and mutually agreed return conditions across wholesale and distribution relationships.
16. Office Furniture & Oversized Products
Office furniture, large storage systems, and oversized workplace products may require specialized shipping and return arrangements.
Depending on the item, returns may involve additional packaging, freight transportation, handling requirements, or manufacturer-specific conditions.
Customers should contact Hafiex LLC before attempting to return large or bulky merchandise.
Any special return charges or restrictions should be disclosed in the applicable product terms or accepted purchasing agreement.
Customized furniture and products manufactured to specific customer requirements may not qualify for discretionary returns.
Defective, damaged, or incorrectly supplied products remain subject to applicable legal and contractual remedies.
17. Printer Consumables & Office Supplies
Office supply products may have return conditions based on whether they remain sealed, unused, and suitable for resale.
Printer ink, toner cartridges, hygiene items, cleaning products, and certain other consumables may not qualify for discretionary returns once opened or used.
Unopened eligible merchandise may be returned within the standard return period, subject to applicable approval and restocking conditions.
Products arriving defective or incorrectly supplied will be reviewed under the damaged, defective, and incorrect merchandise procedures.
18. Manufacturer Warranty Claims
Certain products sold by Hafiex LLC may include warranties provided by their respective manufacturers.
Manufacturer warranties may establish specific procedures for repair, replacement, technical evaluation, or warranty claims.
Hafiex LLC may assist customers with available manufacturer warranty information where appropriate.
Warranty coverage and eligibility depend on the particular product, applicable manufacturer terms, and any additional legal or contractual protections.
Our standard return policy does not eliminate valid manufacturer warranties or other rights that cannot lawfully be excluded.
19. Missing Items & Delivery Discrepancies
Customers receiving incomplete shipments or orders containing incorrect quantities should contact us promptly.
When reporting a delivery discrepancy, please include:
Order number.
Packing slip or shipment reference.
Products or quantities received.
Products or quantities missing.
Relevant packaging or shipment photographs, where available.
Some orders may be fulfilled through multiple shipments or distribution facilities.
Hafiex LLC will review available order and shipment information to determine the appropriate resolution.
Verified short shipments or seller fulfillment errors will be addressed in accordance with applicable purchasing terms and legal requirements.
20. Free Shipping Promotions & Returned Orders
Hafiex LLC advertises free shipping on qualifying orders over $299.
Eligibility for this promotion is subject to the applicable shipping terms and any exclusions disclosed at checkout.
For discretionary returns, the original shipping charge, if any, may be nonrefundable where permitted by law and disclosed in the purchasing terms.
The cost of returning non-defective merchandise is generally the customer's responsibility.
A return will not automatically create a retroactive shipping charge merely because the remaining order value falls below the original promotional threshold, unless that condition was clearly disclosed and accepted before purchase.
Where the entire order is refunded because of a seller error, qualifying nonconformity, or a legally required cancellation, applicable shipping charges will also be addressed according to the relevant legal or contractual obligations.
21. Refunds for Promotional & Discounted Purchases
Products purchased using approved discounts, promotional pricing, or volume-based purchasing arrangements may be subject to the applicable promotion or purchasing terms.
For discretionary returns, refunds will generally be based on the actual amount paid for the returned merchandise, subject to authorized deductions.
Where a promotion includes specific conditions regarding partial returns, those conditions must be disclosed before purchase.
Refunds will not exceed the amount properly attributable to the returned merchandise and any other refundable charges.
22. Abuse of Return Privileges
Hafiex LLC reserves the right to review return activity involving suspected fraud, merchandise substitution, falsified documentation, or other misuse of the return process.
We may reject discretionary returns that do not meet disclosed eligibility requirements.
However, any restriction on discretionary returns will not eliminate remedies required under applicable law or binding contractual obligations.
Our objective is to maintain a fair and responsible return process for customers and business partners.
23. Governing Law
This Return & Refund Policy is governed by applicable United States federal law and the laws of the State of Texas, subject to mandatory legal protections and any governing contractual provisions.
For federal government purchases, applicable acquisition regulations, contractual clauses, and authorized government contracting procedures will control where they supersede ordinary commercial return terms.
Nothing in this policy is intended to limit rights or remedies that cannot lawfully be waived.
24. Changes to This Policy
Hafiex LLC may revise this Return & Refund Policy to reflect changes in business operations, product categories, supplier requirements, or applicable laws.
Updated terms will be published on our website with an appropriate revision date.
Unless required otherwise by law or a binding agreement, changes will apply prospectively to purchases made after the relevant effective date.
25. Our Customer Satisfaction Commitment
At Hafiex LLC, we believe that clear return procedures, accurate product information, and responsible customer service contribute to dependable procurement relationships.
Government agencies expect suppliers to respect contractual specifications, inspection requirements, and public procurement obligations.
Commercial enterprises rely on transparent purchasing terms and professional resolution of order-related issues.
Distributors and resellers require clearly defined commercial arrangements and responsible supply chain coordination.
We aim to address these expectations through fair communication, appropriate return authorization procedures, and respect for applicable customer rights.
Our objective is to make purchasing office essentials straightforward while maintaining accountability and professional service throughout the customer relationship.
Reliable Products. Transparent Policies. Professional Service.
Hafiex LLC – Your Trusted Partner in Office Essentials.
26. Contact Information
For return authorization, refunds, exchanges, damaged merchandise, order cancellations, or other return-related inquiries, please contact:
Hafiex LLC
711 FM 1959 Rd Apt 615
Houston, TX 77034
United States
Email: sales@hafiex.com
Website: www.hafiex.com
Return Authorization Requests: sales@hafiex.com
Please include your order number and relevant product details when submitting a request.