1. Introduction
This Return & Refund Policy applies to all purchases made through the website of Hong Kong Yx Trading Co., Limited (“Company”, “we”, “us”, or “our”), located at Room 803B, 8/F, West Coast International Building, 290-296 Un Chau Street, Cheung Sha Wan, Hong Kong.
We specialize in customized trophies and medals, offering approximately 20–30 product variations. Due to the personalized nature of our products, this policy outlines specific conditions under which returns, replacements, and refunds may be accepted.
By placing an order with us, you agree to the terms described in this policy.
2. General Policy Overview
We strive to ensure that every product delivered meets the highest quality standards. However, due to the custom nature of our items, returns and refunds are limited and subject to the conditions outlined below.
Please review your order details carefully before confirming your purchase.
3. Customized Products (Primary Policy)
3.1 Non-Returnable Items
All customized trophies and medals are generally non-returnable and non-refundable once production has started, including but not limited to:
- Engraved names, dates, or messages
- Custom logos or artwork
- Special design requests
This is because such products are made specifically according to customer-provided specifications and cannot be resold.
3.2 Exceptions
We may accept returns, replacements, or refunds under the following circumstances:
(a) Manufacturing Defects
If the product has clear defects such as:
- Incorrect engraving not matching approved design
- Structural damage caused during production
- Material flaws
(b) Shipping Damage
If the item arrives damaged due to transportation:
- Broken parts
- Visible physical damage
- Packaging damage affecting product integrity
(c) Incorrect Item Received
If you receive an item that is significantly different from what was ordered.
4. Non-Customized Products (If Applicable)
If we offer any non-customized products, such items may be eligible for return under the following conditions:
- The item must be unused and in original condition
- The return request must be made within a reasonable timeframe after delivery
- The product must be in original packaging
5. Return Request Process
To request a return, replacement, or refund, you must:
- Contact us with your order details
- Provide a clear description of the issue
- Submit supporting evidence (e.g., photos of defects or damage)
Requests without sufficient information may not be processed.
6. Approval Process
All return and refund requests are subject to review. We reserve the right to:
- Approve or reject requests based on evidence provided
- Request additional information if necessary
- Determine whether a replacement, partial refund, or full refund is appropriate
7. Resolution Options
If your request is approved, we may offer one of the following solutions:
7.1 Replacement
We may produce and ship a replacement item at no additional cost.
7.2 Partial Refund
A partial refund may be issued depending on the nature of the issue.
7.3 Full Refund
A full refund may be issued in cases where:
- The product is unusable
- A replacement is not feasible
8. Return Shipping
8.1 Responsibility
- If the return is due to our error (defect, incorrect item), we may cover return shipping costs.
- If the return is requested for other reasons, the customer may be responsible for shipping costs.
8.2 Shipping Requirements
Returned items must be:
- Properly packaged
- Shipped using a traceable method
We are not responsible for items lost during return shipping.
9. Order Cancellation
9.1 Before Production
Orders may be canceled if production has not yet begun.
9.2 After Production Starts
Once production has started, cancellation may not be possible due to the custom nature of the product.
10. Design Approval Responsibility
Customers are responsible for reviewing and approving all design details before production begins, including:
- Spelling and grammar
- Dates and numbers
- Logo placement and design
We are not responsible for errors that were approved by the customer prior to production.
11. Color and Appearance Disclaimer
Due to differences in:
- Screen displays
- Lighting conditions
- Material finishes
The final product may slightly differ from digital previews. Such variations are not considered defects.
12. Timeframe for Reporting Issues
Customers are encouraged to report any issues within a reasonable time after receiving the product. Delayed reports may affect eligibility for returns or refunds.
13. Refusal of Returns
We reserve the right to refuse returns or refunds in cases where:
- The product matches the approved design
- The issue is caused by customer-provided incorrect information
- The product has been used, altered, or damaged after delivery
14. Inspection of Returned Items
All returned items will be inspected upon receipt. Refunds or replacements will only be processed after verification.
15. Processing Time
Once a return or refund is approved:
- Replacements will be processed within a reasonable production timeframe
- Refunds will be issued within a reasonable period depending on the payment method
16. Packaging Recommendations
When returning items, customers should:
- Use original packaging where possible
- Ensure adequate protection to prevent further damage
Improper packaging may result in rejection of the return.
17. Bulk Orders
For large or bulk orders:
- Return and refund conditions may vary
- Partial replacements may be offered instead of full returns
18. Force Majeure
We are not responsible for delays or issues caused by events beyond our control, including:
- Natural disasters
- Shipping disruptions
- Customs delays
19. Limitation of Liability
Our liability is limited to the value of the purchased product. We are not responsible for:
- Indirect or consequential losses
- Delays caused by third-party logistics
20. Policy Updates
We reserve the right to update this Return & Refund Policy at any time. Changes will be posted on our website.
21. Final Statement
We are committed to providing high-quality customized trophies and medals and ensuring customer satisfaction within the scope of our business model.
By placing an order, you acknowledge and accept the terms of this Return & Refund Policy.