Hexin Returns Privacy Policy

Effective date: 1 October 2026

About Hexin Returns

Hexin Returns is provided by 厦门和新科技股份有限公司 (Hexin Technology). Our contact address is 9th Floor, Tong'an Building, Wuyuanwan Business Operations Center, No. 623 Sishui Road, Huli District, Xiamen, Fujian, China. Privacy and support enquiries: support@hexincorp.cn.

This policy covers the Hexin Returns merchant application and customer returns portal. We process after-sales information on the participating merchant's instructions. Merchants are responsible for their storefront privacy notices, their lawful basis for processing, and their customer relationships.

Information and purposes

We process store identifiers, app authorization credentials, merchant settings and return policies to connect and operate the application. We process order and item identifiers, purchased items, quantities, payment/refund details, customer names, email addresses, telephone numbers and shipping addresses as needed to find the correct order, verify the requester's contact details, assess return eligibility, and provide returns, exchanges and refunds.

Customers may supply return reasons, descriptions, shipping details, tracking information and supporting photos. These may contain personal information. Please provide only information relevant to your request and avoid uploading identity documents or unrelated sensitive information.

We maintain case status, decisions, fulfillment and refund results, and service notifications to operate and support the service. Necessary technical information may be processed to diagnose failures and prevent misuse. Payment processing is performed through Shopify and its payment providers; Hexin Returns does not request your full payment-card number or security code.

We use this information for the after-sales service and its security. We do not sell customer personal information or use it for advertising or cross-store marketing.

Recipients and processing locations

Information needed for the service is shared with the relevant merchant, Shopify, and the merchant's authorized Hexin ERP workflow. Depending on the merchant's configuration, return-shipping information may be shared with Happy Returns or another authorized shipping provider. Transactional messages may be delivered through the configured email provider.

Cloudflare provides application infrastructure; our authorized database infrastructure stores after-sales records. We operate from China. Infrastructure and configured service providers may process information in other countries. We limit disclosures to information needed for the service and require appropriate protection of personal information.

Retention and protection

Our default retention schedule is to remove or anonymize customer personal information in closed cases after 12 months. Information may be retained longer when necessary for an open case, a documented merchant instruction, dispute resolution, or a legal obligation. Each exception must have a reason and be reviewed; it is not an unrestricted retention period.

Valid privacy requests are handled within 30 days of receipt, except where a legal obligation requires retention. Uninstalling the application ends its authorized access to the store. Shopify normally sends a store-redaction request approximately 48 hours after uninstall; we use that request to coordinate removal of store data from application storage and connected copies. Financial and operational records that must be retained are restricted to the necessary information and purpose.

Access, transport protection and recovery controls are managed by our authorized operational teams. Backup copies are subject to the applicable retention schedule and restricted recovery use. If data is restored, outstanding deletion instructions must be reapplied before ordinary processing resumes. We do not promise that deletion from the application automatically deletes copies held independently by a merchant or its service providers; we coordinate the required handling with those parties.

Your rights and contact

Contact the merchant first for requests relating to an order or after-sales case. You can also contact support@hexincorp.cn about personal information processed by Hexin Returns. We verify requests, assist with access and correction, and coordinate applicable deletion requests across application storage and connected services. We record a request as complete only after its required processing steps have been confirmed.

The application does not use personal data for automated decisions in employment, credit, insurance or similar contexts. Return eligibility reflects the merchant's policy; contact the merchant to request review of an after-sales decision.

Changes

We may update this policy as the service and its data practices change. The published version will show its effective date. Questions: support@hexincorp.cn.