Company: HONG KONG LIRONG TRADING CO.,LIMITED

 

Address: ROOM A01, UNIT 4,10/F,BLOCK A,GOLD WAY INDUSTRIAL CENTRE 16-20 WING KIN ROAD KWAI CHUNG NT HONG KONG

 
This Refund and Returns Policy (hereinafter referred to as the “Policy”) sets out the terms and conditions for returns, exchanges, and refunds for products purchased from the official website of HONG KONG LIRONG TRADING CO.,LIMITED (hereinafter referred to as “we”, “us”, or “our”). This Policy applies to all online purchases and is subject to the laws of the Hong Kong Special Administrative Region of the People’s Republic of China. By placing an order on our website (hereinafter referred to as the “Website”), you acknowledge and agree to abide by the provisions of this Policy.
 
We strive to ensure the quality of all our products and provide accurate product descriptions and images. If you are not satisfied with your purchase or receive a defective product, please follow the procedures outlined in this Policy to submit a return or refund request, and we will process your request in a timely and reasonable manner.
 

1. Eligibility for Returns and Refunds

 

1.1 Qualifying Products

 
You may submit a request for return, exchange, or refund if your purchase meets one of the following conditions:
 
  • The product is defective (e.g., cracked, chipped, broken, faulty craftsmanship, missing parts) upon receipt.
  • The product received is not the one you ordered (e.g., wrong style, size, color, model).
  • The product is damaged during shipping due to inadequate packaging by our team.
 

1.2 Non-Qualifying Products

 
We reserve the right to reject return or refund requests for the following products, unless the issue is caused by our negligence:
 
  • Products that have been used, damaged, altered, or modified by the customer after receipt.
  • Products with missing original packaging, labels, tags, or accessories (e.g., lids, spoons, gift boxes).
  • Customized products made according to the customer’s specific requirements.
  • Products that are on sale, clearance, or marked as “non-returnable/non-refundable” on the product page.
  • Products damaged due to improper storage, handling, or transportation by the customer after receipt.
 

2. Return Request Timeframe

 
To be eligible for a return or refund, you must submit a formal request to our customer service team within 14 calendar days from the date you receive the product(s). The date of receipt is defined as:
 
  • For Hong Kong deliveries: the date signed for on the delivery note.
  • For international deliveries: the date the package is marked as “delivered” by the shipping carrier.
 
Requests submitted after the 14-day period will not be accepted, unless we confirm that the product defect is a result of serious manufacturing issues or our shipping error.
 

3. How to Submit a Return or Refund Request

 
To initiate a return or refund, please follow these steps:
 
  1. Contact Our Customer Service: Send an email to our official customer service email address with the subject line: Return/Refund Request – [Your Order Number]. Provide the following information in your email:
    • Your full name, contact phone number, and shipping address.
    • Your original order number (found in your order confirmation email or account order history).
    • Detailed description of the issue (e.g., defect, wrong product, shipping damage).
    • Clear photos/videos of the product, packaging, and the issue (at least 3 clear images showing the problem from different angles).
    • Your preferred resolution: full refund, exchange for the same product, or exchange for another product.
     
  2. Await Confirmation: Our customer service team will review your request within 2 business days and send you a confirmation email with approval or further clarification. If approved, the email will include a Return Authorization Number (RAN) and our designated return shipping address.
  3. Ship the Product Back: Pack the product securely in its original packaging (or equivalent protective packaging) and write the RAN clearly on the outside of the package. Ship the product back to our designated address using a trackable shipping service. The customer is responsible for the return shipping costs, unless the return is due to our error (e.g., wrong product, manufacturing defect).
 
Note: Returns sent without a valid RAN or to an incorrect address will not be processed, and we are not responsible for lost or damaged return shipments.
 

4. Processing of Returns, Exchanges, and Refunds

 

4.1 Inspection of Returned Products

 
Upon receiving your returned product, our quality control team will inspect it within 3 business days to verify if it meets the return eligibility criteria (Section 1). We will notify you of the inspection result via email, regardless of approval or rejection.
 

4.2 Refund Processing

 
If your refund request is approved:
 
  • We will process the refund to your original payment method within 3-5 business days after the inspection is completed.
  • Refund processing times may vary based on your payment provider (e.g., credit card, PayPal, bank transfer). It may take an additional 5-10 business days for the refund to reflect in your account, subject to the provider’s processing rules.
  • We will not refund any original shipping fees paid for the order, unless the return is due to our manufacturing defect or shipping error.
 

4.3 Exchange Processing

 
If your exchange request is approved:
 
  • For exchanges of the same product: We will ship the new product to you within 3-5 business days after the inspection is completed, and we will cover the shipping cost of the replacement product.
  • For exchanges of a different product: If the new product has a higher price, you will be required to pay the price difference before shipping; if the new product has a lower price, we will refund the price difference to your original payment method after confirmation.
 

4.4 Rejection of Request

 
If your return/refund request is rejected (e.g., the product does not meet eligibility criteria, no valid proof provided), we will notify you via email and offer to ship the returned product back to you at your own cost. If you decline to arrange the return shipping, we reserve the right to dispose of the product after 30 days of notification.
 

5. Shipping for Returns and Exchanges

 
  1. Return Shipping Cost: Unless the return is due to our error (wrong product, manufacturing defect, shipping damage), the customer is solely responsible for all return shipping costs and any related customs duties/taxes (for international returns).
  2. Tracking Requirement: All return shipments must use a trackable shipping service. We are not liable for any lost, stolen, or damaged products during return shipping without a valid tracking number.
  3. International Returns: For international customers, please note that return shipments may be subject to customs duties, taxes, or brokerage fees in Hong Kong. The customer is responsible for paying all such fees, and we will not accept returns that are refused due to unpaid customs fees.
 

6. Damaged or Lost Products in Transit

 
  1. Damaged in Original Shipping: If you receive a product that is damaged during our original shipping, you must provide photos/videos of the damaged product and the original packaging within 3 days of receipt for us to process the claim. We will arrange a full refund or replacement at no cost to you, and we will handle the shipping carrier’s compensation claim on your behalf.
  2. Lost in Original Shipping: If your package is marked as “shipped” but not received, please contact our customer service with your order number and shipping tracking number. We will investigate with the shipping carrier and provide a resolution (reshipment or full refund) within 5 business days after confirming the loss.
 

7. Cancellation of Orders

 

7.1 Pre-Shipping Cancellation

 
You may cancel your order before it is shipped by contacting our customer service team with your order number. If approved, we will process a full refund to your original payment method within 3 business days of cancellation, with no cancellation fees applied.
 

7.2 Post-Shipping Cancellation

 
Once your order has been shipped, we cannot cancel it. You must follow the return procedures outlined in this Policy to request a refund after receiving the product.
 

8. Exceptions

 
We may make exceptions to this Policy at our sole discretion in cases of serious manufacturing defects, major shipping errors, or other exceptional circumstances. Our customer service team will review such cases and provide a reasonable resolution.
 

9. Contact Us

 
If you have any questions, concerns, or need assistance with a return, refund, or exchange request, please contact our customer service team:
 
  • Mailing Address: ROOM A01, UNIT 4,10/F,BLOCK A,GOLD WAY INDUSTRIAL CENTRE 16-20 WING KIN ROAD KWAI CHUNG NT HONG KONG
 
Our customer service team is available Monday to Friday (9:00 AM – 6:00 PM Hong Kong Time, excluding public holidays) and will respond to all inquiries within 2 business days.
 

10. Changes to This Policy

 
We reserve the right to update or modify this Refund and Returns Policy at any time, at our sole discretion. Any changes will be posted on this page with an updated Last Updated date at the top of the Policy. Your continued use of our Website and purchase of our products after the effective date of the revised Policy constitutes your acceptance of the changes.
We encourage you to review this Policy periodically to stay informed about our return and refund terms.