This Return & Refund Policy (“Policy”) applies to all purchases made through the website of Hong Kong Liwu Trading Co., Limited (“Company,” “we,” “our,” or “us”). By placing an order with us, you agree to the terms outlined in this Policy.
1. Company Information
Company Name: Hong Kong Liwu Trading Co., Limited
Registered Address: Room 803B, 8/F, West Coast International Building, 290–296 Un Chau Street, Cheung Sha Wan, Hong Kong
2. Overview
Hong Kong Liwu Trading Co., Limited specializes in the production and sale of customized trophies and medals (approximately 20–30 product types). Due to the personalized nature of our products, this Policy contains specific conditions regarding returns, refunds, and exchanges.
We are committed to ensuring customer satisfaction while maintaining fair and transparent procedures.
3. Nature of Customized Products
All customized products are made according to the specifications provided by the customer, including but not limited to:
- Logos and images
- Text inscriptions
- Design layouts
- Sizes, colors, and finishes
As each item is uniquely produced, it may not be suitable for resale. Therefore, special return conditions apply.
4. Eligibility for Returns
4.1 Non-Returnable Items
The following items are generally not eligible for return or refund:
- Customized trophies and medals with approved designs
- Products made according to customer specifications
- Items where design proofs were confirmed prior to production
- Orders with minor variations that do not affect functionality or overall appearance
4.2 Returnable Items
Returns may be accepted only under the following circumstances:
- The product is defective or damaged upon arrival
- The product differs significantly from the approved design
- Incorrect item was shipped by the Company
All return requests must meet the conditions outlined in this Policy.
5. Damaged or Defective Products
If you receive a damaged or defective product, you must:
- Inspect the package and product immediately upon delivery
- Notify us within a reasonable time after receiving the item
- Provide clear photographic evidence showing:
- The defect or damage
- The packaging condition
- The product details
We will evaluate the issue and determine the appropriate resolution.
6. Incorrect Orders
If you receive an incorrect product due to our error:
- You are eligible for a replacement or refund
- Evidence must be provided to verify the issue
- The Company will take responsibility for resolving the matter
7. Return Request Process
To request a return, customers must:
- Submit a return request through the official communication channels available on the website
- Include order details and supporting evidence
- Wait for confirmation and instructions before returning any item
Unauthorized returns may not be accepted.
8. Return Conditions
Approved returns must comply with the following conditions:
- Items must be returned in original condition
- Products must not be used, altered, or damaged by the customer
- Original packaging should be included where possible
Failure to meet these conditions may result in rejection of the return.
9. Refund Policy
9.1 Refund Eligibility
Refunds may be issued under the following conditions:
- Verified defective or damaged products
- Confirmed incorrect items sent by the Company
- Approved return requests meeting all requirements
9.2 Non-Refundable Situations
Refunds will not be issued in the following cases:
- Customer-approved design errors
- Minor color or size variations due to production processes
- Change of mind after production has started or completed
- Incorrect information provided by the customer
9.3 Refund Method
Refunds will be processed using the original payment method where possible. Processing times may vary depending on payment providers.
10. Replacement Policy
Instead of a refund, we may offer a replacement product if:
- The issue is confirmed to be caused by production or handling errors
- A replacement is feasible within a reasonable timeframe
Replacement decisions are made at the Company’s discretion based on the situation.
11. Order Cancellation
11.1 Before Production
Orders may be canceled if production has not yet started.
11.2 After Production Begins
Once production has started, cancellation may not be possible due to the customized nature of the product.
11.3 After Completion or Shipment
Orders cannot be canceled once they have been completed or shipped.
12. Design Approval Responsibility
Customers are responsible for reviewing and approving all design proofs before production begins.
By approving a design, you confirm that:
- All details are correct
- Spelling, layout, and specifications are accurate
The Company is not responsible for errors in approved designs.
13. Production Variations
Due to manufacturing processes, slight variations may occur in:
- Color tones
- Material textures
- Finishing details
These variations are considered normal and do not qualify as defects.
14. Shipping and Risk Transfer
Once an order has been shipped:
- Risk transfers to the customer
- Delivery times may vary depending on shipping carriers
We are not responsible for delays caused by external logistics providers.
15. Return Shipping
15.1 Responsibility
Return shipping responsibility depends on the reason for return:
- Company error: We may cover return shipping
- Customer-related reasons: Customer bears return shipping costs
15.2 Instructions
Return shipping must follow the instructions provided after approval. Unauthorized returns may be rejected.
16. Inspection and Approval
All returned items will be inspected upon receipt. We reserve the right to:
- Approve or reject returns based on condition
- Determine eligibility for refund or replacement
17. Partial Refunds
Partial refunds may be granted in certain cases, including:
- Minor defects that do not significantly affect usability
- Partial order issues
The decision will be made based on the specific situation.
18. Refusal of Service
We reserve the right to refuse returns or refunds if:
- Policy conditions are not met
- Evidence is insufficient
- The request is deemed unreasonable or abusive
19. Force Majeure
We are not liable for delays or failures caused by events beyond our control, including:
- Natural disasters
- Transportation disruptions
- Supply chain interruptions
Such events do not qualify for refunds or returns.
20. Fraud Prevention
We reserve the right to investigate suspicious claims, including:
- Repeated return requests
- Inconsistent evidence
- Abuse of refund policies
Fraudulent activities may result in denial of claims.
21. Policy Updates
We may update this Policy at any time. Changes will be reflected by updating the “Effective Date.” Continued use of our website constitutes acceptance of the updated Policy.
22. Limitation of Liability
Our liability is limited to:
- The value of the purchased product
- Replacement or refund as deemed appropriate
We are not responsible for indirect or consequential damages.
23. Customer Responsibilities
Customers agree to:
- Provide accurate order and design information
- Review proofs carefully before approval
- Follow return procedures outlined in this Policy
24. Final Decision
All decisions regarding returns, refunds, and replacements are made by Hong Kong Liwu Trading Co., Limited and are considered final under this Policy.
25. Agreement to Terms
By placing an order, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.