At H&J Co., Limited (恆嘉（香港）有限公司), your satisfaction with our personalized products is our utmost priority. We strive to deliver high-quality, tailor-made items that meet your expectations, but if something doesn’t look or feel right with your purchase, please don’t hesitate to reach out—we’re here to make it right.

1. Cancellation & Modification

  • Cancellation Requests: To cancel an order, you must contact our customer service team via email within 24 hours of placing the order. Due to the personalized nature of our products, production begins promptly after order confirmation. Orders cancelled beyond the 24-hour window may not be eligible for a full refund, as we will have already incurred material and production costs.
  • Modification Requests: If you need to modify details of your order (e.g., personalized text, design specifications, shipping address), please notify us via email within 12 hours of order placement. We cannot guarantee modifications requested after this timeframe, as production may have already started. Approved modifications may be subject to additional processing time or fees, which will be communicated to you prior to implementation.

2. Eligibility for Replacement or Refund

We offer replacements or refunds under the following circumstances:

  • Defective Products: If your item arrives damaged, faulty, or with manufacturing defects (e.g., incorrect printing, broken components, material flaws), please contact us within 7 days of receiving the package.
  • Incorrect Items: If you receive an item that does not match your order details (e.g., wrong design, incorrect personalization, wrong size/color), please notify us within 7 days of delivery.
  • Non-Delivery: If your order is not delivered within the estimated delivery timeframe (excluding delays caused by shipping carriers, customs, or unforeseen events), please contact us for assistance. We will investigate the status of your shipment and offer a replacement or refund if the order is confirmed lost.

*Note: We cannot offer replacements or refunds for:

  • Minor variations in personalized products (e.g., slight color differences due to screen display, minor alignment differences in printing) that do not affect the overall quality or functionality of the item.
  • Customer errors (e.g., typos in personalized text, incorrect design selections made during checkout).
  • Change of mind or dissatisfaction with the product that is not related to defects, errors, or delivery issues.*

3. How to Request a Replacement or Refund

To initiate a replacement or refund, please follow these steps:

  1. Send an email to our customer service team at [insert your customer service email] with the subject line “Replacement/Refund Request – [Your Order Number]”.
  2. Include the following information in your email:
    • Your full name, order number, and contact details.
    • A clear description of the issue (e.g., defective item, incorrect personalization).
    • Photos/videos of the product and packaging (if applicable) to support your claim.
  3. Our team will review your request within 3-5 business days and respond with a decision. If approved:
    • For replacements: We will arrange for a new customized item to be produced and shipped to you at no additional cost.
    • For refunds: We will process the refund to your original payment method within 7-10 business days. The refund amount will exclude any shipping fees (unless the issue is caused by our error).

4. Return Shipping

  • If the replacement or refund is approved due to our error (e.g., defective product, incorrect order), we will cover the return shipping costs. We will provide you with a prepaid return shipping label via email.
  • If the return is due to circumstances not related to our error (e.g., non-defective items returned per special arrangement), you will be responsible for the return shipping fees. The refund amount will be deducted by the actual return shipping cost.

5. Additional Notes

  • All personalized products are made-to-order, so we kindly ask you to review your order details carefully before checkout to avoid errors.
  • We reserve the right to verify all claims (e.g., inspect returned products) before processing a replacement or refund.
  • If you have any questions or need further assistance regarding our replacement and refund policy, please contact our customer service team—we’re happy to help!

Last Updated: 2025-12-11