Refund & Return Policy – Zhi Chen Trading (Hongkong) Co., Limited
1. General Policy
We take pride in the quality of our clay figurines and sculptures. Each product is carefully handcrafted and inspected before shipment. If you are not satisfied with your order, please review the following return and refund guidelines.
2. Eligibility for Returns
- Returns are accepted within 7 days of receiving the order.
- Items must be unused, undamaged, and returned in their original packaging.
- Proof of purchase (order number or invoice) is required.
3. Non-Returnable Items
- Customized, made-to-order, or personalized figurines cannot be returned unless they arrive damaged or defective.
- Items damaged due to improper handling after delivery are not eligible.
4. Damaged or Defective Products
- If your order arrives damaged, please notify us within 48 hours of receipt with photos of the damaged product and packaging.
- Upon verification, we will arrange for a replacement or issue a refund.
5. Refund Process
- Approved refunds will be processed to the original payment method within 7–14 business days.
- Shipping costs are non-refundable unless the return is due to our error (e.g., wrong item shipped, defective product).
6. Return Shipping
- Customers are responsible for return shipping costs.
- For defective or incorrect products, Zhi Chen Trading (Hongkong) Co., Limited will cover the return shipping expenses.
7. Exchange Policy
- Exchanges are available for defective or incorrect items only.
- Custom orders are not eligible for exchange unless verified defective.
8. Contact for Returns
For all return and refund requests, please contact our customer service team before sending back any items. Unauthorized returns may not be accepted.