1. Introduction
This Return & Refund Policy (hereinafter referred to as the “Policy”) applies to all products and services provided by Hong Kong Lin Feng Trading Co., Limited (hereinafter referred to as “the Company,” “we,” “our,” or “us”), located at:
Room 803B, 8/F, West Coast International Building, 290-296 Un Chau Street, Cheung Sha Wan, Hong Kong
We specialize in the production and sale of customized trophies, medals, and related products. Due to the personalized nature of our products, specific terms apply to returns, exchanges, and refunds.
By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Policy.
2. Scope of Policy
This Policy applies to:
- All purchases made through our website
- All customized and non-customized products
- All customers placing orders for trophies, medals, and related items
This Policy outlines the conditions under which returns, replacements, and refunds may be granted.
3. Nature of Customized Products
Our primary business involves custom-made products, including but not limited to:
- Engraved trophies
- Custom medals
- Personalized awards
- Logo-printed items
- Event-specific designs
Each product is manufactured based on customer-provided specifications such as:
- Text engravings
- Logos or artwork
- Design layouts
- Dimensions and materials
Due to this high level of personalization, most products cannot be resold or reused.
4. General Return Policy
4.1 Non-Returnable Items
Unless otherwise stated, the following items are non-returnable and non-refundable:
- Customized or personalized products
- Items with engraving or printing
- Products made to specific customer requirements
- Bulk or special orders
Once production has started, orders cannot be canceled or modified.
4.2 Returnable Items (Limited Cases)
Returns may only be accepted under the following conditions:
- The item received is defective
- The item is damaged during shipping
- The item differs significantly from the approved design or specifications
All return requests must comply with the procedures outlined in this Policy.
5. Order Approval Responsibility
Before production begins, customers may be provided with design proofs or order confirmations.
Customers are responsible for:
- Reviewing all details carefully
- Verifying spelling, layout, and specifications
- Confirming accuracy before approval
Once approval is given:
- The order is considered final
- No changes can be made
- The Company is not responsible for errors approved by the customer
6. Damaged or Defective Products
6.1 Reporting Issues
If you receive a damaged or defective product, you must:
- Report the issue within a reasonable time after delivery
- Provide clear evidence, such as photos of the product and packaging
Failure to report within a reasonable timeframe may result in denial of the request.
6.2 Evaluation Process
Upon receiving your claim, we will:
- Review the submitted evidence
- Determine whether the issue qualifies under this Policy
- Decide on an appropriate resolution
6.3 Resolution Options
If your claim is approved, we may offer one of the following:
- Replacement of the product
- Partial refund
- Full refund (in rare cases where replacement is not possible)
The resolution method will be determined at our sole discretion.
7. Incorrect Orders
7.1 Errors Caused by the Company
If the delivered product does not match the approved design due to our error, we will:
- Offer a replacement at no additional cost, or
- Provide a refund where appropriate
7.2 Errors Caused by the Customer
We are not responsible for:
- Spelling mistakes
- Incorrect information submitted by the customer
- Errors in approved designs
In such cases, returns or refunds will not be accepted.
8. Return Process
8.1 Authorization Required
All returns must be authorized by us before being sent back.
Unauthorized returns will not be accepted.
8.2 Return Conditions
To be eligible for a return:
- The item must be unused
- The item must be in its original condition
- The item must include original packaging (if applicable)
8.3 Shipping Responsibility
Unless the return is due to our error:
- Customers are responsible for return shipping costs
- Shipping fees are non-refundable
We recommend using a trackable shipping method.
9. Refund Policy
9.1 Eligibility for Refunds
Refunds may be issued only under the following circumstances:
- Product defects
- Shipping damage
- Incorrect items sent by the Company
9.2 Non-Refundable Situations
Refunds will not be issued for:
- Customized products without defects
- Customer-approved design errors
- Change of mind after order confirmation
- Delays caused by shipping carriers
9.3 Refund Method
Approved refunds will be processed using the original payment method.
9.4 Processing Time
Refund processing times may vary depending on:
- Payment provider
- Financial institution
- Internal review procedures
10. Exchanges
We do not generally offer exchanges due to the customized nature of our products.
However, exceptions may be made if:
- The product is defective
- The error is caused by the Company
11. Order Cancellation
11.1 Before Production
Orders may be canceled only if production has not yet begun.
11.2 After Production Begins
Once production has started:
- Orders cannot be canceled
- No refunds will be issued
12. Shipping Issues
12.1 Delays
We are not responsible for shipping delays caused by:
- Courier services
- Customs clearance
- External factors beyond our control
12.2 Lost Packages
If a package is lost during transit:
- We will assist in investigation
- Resolution will depend on the shipping carrier’s findings
13. Bulk Orders
Bulk or large-volume orders may be subject to additional terms, including:
- Strict no-return policies
- Special production agreements
Customers are encouraged to confirm all details before placing bulk orders.
14. Quality Expectations
Due to manufacturing processes:
- Minor variations may occur
- Slight differences in color, size, or finish are normal
These do not qualify as defects.
15. Intellectual Property Responsibility
Customers are responsible for ensuring that:
- Submitted designs do not infringe third-party rights
- All content is legally authorized for use
We are not liable for intellectual property violations.
16. Limitation of Liability
To the maximum extent permitted by law:
- Our liability is limited to the value of the purchased product
- We are not liable for indirect or consequential damages
17. Fraud Prevention
We reserve the right to:
- Refuse returns suspected of abuse
- Deny claims that appear fraudulent
18. Policy Updates
We may update this Policy at any time without prior notice.
Changes will be posted on our website and take effect immediately upon publication.
19. Governing Law
This Policy is governed by the laws applicable in Hong Kong.
20. Contact Information
For any inquiries regarding this Policy, please contact:
Hong Kong Lin Feng Trading Co., Limited
Room 803B, 8/F, West Coast International Building
290-296 Un Chau Street, Cheung Sha Wan, Hong Kong
21. Customer Acknowledgment
By placing an order, you confirm that:
- You understand the customized nature of our products
- You accept the limitations on returns and refunds
- You agree to all terms stated in this Policy
22. Final Statement
We are committed to delivering high-quality customized trophies and medals. While we maintain strict policies due to the personalized nature of our products, we strive to ensure customer satisfaction through fair and transparent practices.