At HONG KONG STAR UNION LIMITED, we always ensure our products are of premium quality and undergo careful inspection prior to shipping. If you receive a defective product, please do not worry – we have a straightforward return process in place. We sincerely apologize for any inconvenience this may cause.
What should you do when you receive a defective product?
If you are unsatisfied with your purchase due to product defects, please follow the steps below:
Contact your dedicated sales manager via our website’s instant messenger or official email within 30 days of receiving the product.
Provide clear photos or videos that fully demonstrate the quality defects of the product.
Once the product defect is confirmed (this confirmation process usually takes 1 business day), a full refund will be arranged to your original payment method or your account balance without the need to return the defective product.
If you are unable to provide valid photos/videos, or the provided materials fail to prove the quality defect, the product must be returned in its original condition to be eligible for a refund or exchange. In such cases, all return shipping costs shall be borne by the customer.
Can I return or cancel my order if it is not a quality issue?
Order Cancellation
Cancellations are accepted for all orders before shipment. Orders that have already been shipped cannot be cancelled.
Non-Quality Issue Returns/Exchanges
If you initiate a return or exchange for reasons unrelated to product quality, you will be responsible for all return shipping costs and redelivery shipping costs for exchanges. All such returns and exchanges must be requested within 30 days of receiving the goods.
Refund without return
You will be eligible for a full refund without returning the package in the following scenarios:
The courier confirms the package is lost or damaged during transit;
HONG KONG STAR UNION LIMITED sent the wrong item, incorrect size or misprinted product.
Can I return an item if it is worn, damaged or if the label has been removed?
Please only return items that are in their original unused condition – undamaged, unwashed, with all original tags and packaging intact.
Unfortunately, HONG KONG STAR UNION LIMITED cannot accept returns for items marked with a non-returnable symbol, nor for any complimentary or gift items provided with your purchase.
Refund Details
HONG KONG STAR UNION LIMITED will process your refund within 7 business days of confirmation. You may choose to have the refund credited to your original payment account (note: credit or debit card refunds may take an additional 3-7 business days to reflect due to bank processing times). Thank you for your patience and understanding.
Shipping fees and insurance charges are non-refundable under all circumstances.
Cardholders are eligible for a refund for services or products purchased within 14 days of the order date.
Important Reminder
DO NOT return items to the sender’s address printed on the package – this is not our designated return address.
Before initiating any return or exchange, please contact our sales manager first. All returns must be shipped to the official designated address provided by our sales manager; shipping to any other address may result in delays or failure in processing your return request.