Return Refund Policy

Dear friend, if you purchased a product from a retailer or another website, please contact the retailer or site for instructions about returns. For products purchased directly from this site, please read the following policy carefully.

If you are not satisfied with your HBTower, you may return it within 30 days upon delivery date. Due to the size and weight of our products, HBTower doesn’t offer a refund for any shipping or delivery charges you may have paid in the following cases:

  • Accidental Order
  • Better price available
  • No reason given
  • No longer needed or wanted
  • Not compatible or not useful for intended purpose
  • Ordered wrong style/size/color
  • Damaged by the customer.
  • Any accessories order which under $150 (Includes products: Treadmill Mats, Detachable Handrail, Power Plug, Remote Control, Safety Key)

Please also ensure that the product is returned in its original packaging and in the same condition as it was when you received it. Once we receive the returned product, we will inspect it to ensure that it meets the return criteria.

To initiate a return, please contact our customer service team at contact@hbtowerladder.com You will be required to provide your receipt or proof of purchase and the reason for the return. Once your return request is approved, our After Sale Team will provide you with the return instructions.

After we receive and inspect the returned ladder, we will issue a refund to the original payment method within 3-5 business days if it meets our return criteria.

Only a partial refund (If applicable) will be given if the following conditions are met:

  • The product is not in its original condition, there is damage or missing parts that were not caused by us.
  • The product is returned after 30 days from the date of delivery.
  • Any accessories order. (Includes products: Treadmill Mats, Detachable Handrail, Power Plug, Remote Control, Safety Key)

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

PROCESS OF RETURN

If you return the product within 30 days from the delivery date, please email contact@hbtowerladder.com with your order number or other contact information provided when submitting the order.

Based on the supplied details, our team will confirm your return. Additional information, such as package and equipment images, is requested as part of the return procedure. Before issuing the return label by email, we will confirm any/all return charges that must be paid.

We’ll send you an email once we’ve received and checked your return to let you know it’s been received. You will also receive information about whether or not returns have been approved or rejected.

Your refund will be automatically transferred to your credit card or payment card within 3-5 days after the returned parcel is delivered to the return center.

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