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. You'll pick a reason and, if you'd like, add a note for the seller — the seller (or, if needed, Hmong Network) reviews the request and approves, rejects, or asks a follow-up question before it moves forward.

Once a return is approved, we generate a return shipping label where applicable. 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.

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 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, or emailed to the address listed in your account settings.