1. Our Refund & Return Philosophy
HongKong Zhige Tech Limited ("we," "us," or "our") wants you to be completely satisfied with your order. We have carefully crafted this Refund & Return Policy to be fair to our customers while reflecting the nature of our custom-made products.
2. Eligibility Overview
| Product Type | Returnable? | Refundable? | Notes |
|---|---|---|---|
| Standard (non-custom) products | ✅ Yes | ✅ Yes | Within 14 days, unopened & undamaged |
| Custom & Personalized products | ❌ No | ❌ No* | *Except defective or production error |
| Items damaged during shipping | ✅ Yes | ✅ Yes | Reported within 7 days of delivery |
| Wrong item received | ✅ Yes | ✅ Yes | We cover return shipping |
| Buyer's change of mind | ❌ No | ❌ No | Custom and non-custom alike |
3. Return & Refund Eligibility by Scenario
3.1 Standard (Non-Custom) Products
- Notify us within 14 days of delivery
- Item must be unopened, unused, and in its original packaging
- Return shipping costs are the customer's responsibility unless the return is due to our error
3.2 Damaged or Defective Products
- Contact us within 7 days of delivery
- Provide photos of the damaged item AND the original packaging
- Do not discard the item or packaging — we may need them for carrier claims
- We will arrange a free replacement or full refund, including return shipping
3.3 Wrong Item Received
If you received the wrong product (different item, wrong size, wrong design, etc.), please contact us within 7 days of delivery with your order number and photos. We'll arrange a free pickup of the incorrect item and send the correct product at no additional cost.
3.4 Custom & Personalized Products
Custom and personalized items are final sale once production has begun or the design proof has been approved. We cannot accept returns or issue refunds for:
- Change of mind or buyer's remorse
- Incorrect text, design, or specifications submitted by the customer
- Design choices that don't match expectations — please review your design proof carefully
- Items produced exactly as shown in the approved design proof
4. How to Request a Return
5. Refund Timeline
- Inspection: 1–3 business days after we receive the returned item
- Refund to payment method: 5–10 business days (may appear as "HongKong Zhige Tech" or "yazv.com" on your statement)
- Store credit: Issued within 1 business day of approval — fastest option
If you haven't received your refund after 10 business days, please first check with your bank or payment provider. If the issue persists, contact us.
6. Non-Returnable Items
- Custom and personalized products (as noted above)
- Items that have been used, altered, washed, or damaged by the customer
- Products that were marked as "final sale" at the time of purchase
- Items returned after the 14-day return window (for standard products)
- Items not accompanied by a valid return authorization
7. Cancellation Policy
- Before production begins: Full refund, no questions asked. Contact us as soon as possible with your order number.
- After production begins: Cancellations are not possible. The order will be produced and delivered. You may still be eligible for a return if the item is defective.
8. International Orders
- Customs duties and taxes paid at checkout are non-refundable under any circumstances
- Return shipping for international orders is at the customer's expense unless the return is due to our error
- We are not responsible for packages lost or damaged during international return transit
9. Policy Updates
We may update this Refund & Return Policy from time to time. Changes apply to orders placed after the updated policy is posted. The "Last updated" date at the top reflects the current version.
10. Contact Us
Have questions about a return or refund? We're here to help.
Email: contact@yazv.com
Website: www.yazv.com