At Hong Kong Yclound Limited, we strive to provide the best quality products and customer service. If you are not completely satisfied with your purchase, we offer a free returns and exchanges policy under certain conditions. Please review the details below:
1. Eligibility for Returns and Exchanges
- Returns and exchanges are accepted within 30 days from the date of receiving your order.
- To qualify for a return or exchange, the item(s) must be unused, unworn, and in original condition. Items must have all tags attached and be free of stains, damages, or any wear and tear caused by the customer.
- Custom-made or personalized items are not eligible for returns or exchanges unless they are defective or damaged upon arrival.
2. Free Returns and Exchanges
- We offer free returns and exchanges for all eligible items. However, customers are responsible for the shipping costs of returning the item(s) to us.
- If you choose to exchange an item, we will process the exchange once we receive the returned item. You will receive a new product of your choice, subject to availability. Any price differences will be refunded or charged based on the value of the exchanged product.
3. Process for Returns
To initiate a return or exchange:
- Step 1: Contact us via [email protected] within 30 days of receiving your order. Provide your order number, the item(s) you wish to return or exchange, and the reason for the return or exchange.
- Step 2: Once we approve your return or exchange request, we will send you detailed instructions on how to return the item(s).
- Step 3: Ship the item(s) back to us at the provided return address. You will be responsible for covering the return shipping costs. Please ensure that the items are securely packaged to prevent damage during return shipping.
4. Customs Duties and Taxes
- If the item(s) are returned from outside the United States, customs duties or import taxes may be incurred during the return process.
- Customers are responsible for paying these customs duties and taxes, as well as for picking up the returned goods from the customs office if necessary.
5. Refunds
- Once the returned item(s) are received and inspected, we will issue a refund to the original payment method within 7-10 business days.
- Refunds will be processed for the purchase price of the product only. Shipping costs are non-refundable, unless the return is due to a defect or error on our part.
- Please note that refund processing times may vary depending on the payment method or financial institution used.
6. Defective or Damaged Items
- If you receive an item that is defective or damaged upon arrival, please contact us immediately at [email protected] with pictures of the damage or defect.
- In cases of defective or damaged products, we will cover the return shipping costs and provide a full refund or replacement at no additional cost.
7. Non-Returnable Items
The following items cannot be returned or exchanged:
- Products that have been used, worn, or altered in any way.
- Items that are marked as non-returnable, such as sale items, clearance items, or personalized products.
8. Important Notes
- We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.
- Customers are responsible for ensuring the return items are returned in good condition. Items that are damaged, stained, or altered due to customer use may not be eligible for a refund or exchange.
Thank you for shopping with Hong Kong Yclound Limited. We are committed to ensuring your satisfaction with every purchase!