1. Eligibility for Returns

Returns are accepted only under the following circumstances:

• The product is defective, damaged upon arrival, or materially does not match the description/specifications provided in our quotation or order confirmation.
• The wrong item or quantity was shipped (short shipment or incorrect product).
• The claim is reported within 7 calendar days of receipt of goods (evidenced by delivery confirmation or bill of lading date).

2. Return Process

1. Report the issue: Contact us immediately via email at salomebrooke90@gmail.com with:
   • Order/invoice number
   • Photos or videos clearly showing the defect/damage/issue
   • Description of the problem
2. Approval: We will review your claim within 3–5 business days and provide instructions (including Return Authorization if approved).
3. Return shipment: Ship the goods back to our Hong Kong address (or designated location) at your expense unless we agree otherwise (e.g., in cases of our error). Goods must be returned in original packaging, unused (except for inspection/testing), and with all tags/labels intact where applicable.
4. Inspection: Upon receipt, we will inspect the returned items within 7–10 business days.

3. Refunds and Replacements

• If the return is approved due to our error (defect, wrong item, damage in transit where we arranged shipping), we will:
  • Provide a full refund (original payment method), or
  • Issue a replacement at no extra cost, or
  • Offer a credit note for future orders.
• Refunds (where applicable) will be processed within 14 business days after we receive and approve the returned goods.
• Shipping fees, customs duties, taxes, and insurance are non-refundable unless the return is solely due to our fault.
• For partial returns (e.g., only some defective items in an order), only the affected portion will be refunded/replaced.

4. Non-Returnable Items

The following items cannot be returned or refunded except in cases of proven manufacturing defects:

• Custom-made or customized products
• Products that have been used, washed, altered, or damaged by the buyer
• Perishable or time-sensitive goods (if applicable)
• Items sold on a final sale / no-return basis (noted in quotation)

5. Disputes and Governing Law

Any disputes regarding returns or refunds will be resolved in good faith through direct communication. This policy is governed by the laws of the Hong Kong Special Administrative Region.