Thank you for shopping with Hong Kong Xiang Luck Trading Co. Limited. We want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a return and exchange policy as outlined below.
1. Eligibility for Returns
To be eligible for a return or exchange, the following conditions must be met:
- The item must be in its original condition, unworn, and unwashed.
- The item must be returned within 30 days of receiving the order.
- The item must be returned with all original packaging, including tags, labels, and boxes.
2. Non-Returnable Items
For hygiene reasons, certain products are non-returnable. These may include:
- Shoes that have been worn or damaged.
- Any personalized or custom-made items.
Please ensure that all items are in their original, unused condition before initiating a return or exchange.
3. How to Return an Item
To return an item, please follow these steps:
- Contact Us: Send an email to [email protected] within 30 days of receiving your order. Provide your order number, the item(s) you wish to return, and the reason for the return.
- Return Authorization: After we receive your request, we will send you a return authorization and instructions on how to return your item.
- Prepare the Item: Carefully pack the item(s) in their original packaging and include all the tags and labels.
- Ship the Item: Return the item using a trackable shipping method. You are responsible for the return shipping costs, unless the return is due to a defect or an error on our part.
4. Exchanges
If you wish to exchange an item for a different size, color, or style, please follow the return process and place a new order for the item you’d like instead. If the exchange is due to a defect or error on our part, we will cover the shipping costs for the exchange.
5. Refunds
Once we receive the returned item, we will inspect it to ensure it meets our return criteria. If approved, a refund will be issued to the original payment method within 5–10 business days. Please note that shipping fees are non-refundable.
6. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected]. We will work with you to resolve the issue, either by issuing a full refund, offering an exchange, or covering the cost of the return shipping for defective items.
7. Late Returns
Items returned outside of the 30-day return window may be subject to a restocking fee or may not be accepted. Please ensure that returns are initiated within the allowed timeframe to guarantee your eligibility.
8. Contact Us
If you have any questions or need assistance with your return or exchange, please do not hesitate to contact us at:
- Email: [email protected]
We strive to make your shopping experience as seamless as possible and appreciate your business. Thank you for choosing Hong Kong Xiang Luck Trading Co. Limited.