At HanZheng Family Office (Hong Kong) Limited (“we,” “our,” or “us”), customer satisfaction is our top priority. This Return & Exchange Policy explains the terms and procedures for returning or exchanging products purchased through our website or directly from our stores. Please read this policy carefully before making a purchase.

1. Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The product must be unused, in its original condition, and in the original packaging.
  • The request must be made within 14 calendar days from the date of delivery or receipt of the product.
  • Proof of purchase (invoice, receipt, or order confirmation) must be provided.
  • Customized or made-to-order products may not be eligible for return or exchange unless defective.

2. Non-Returnable Items

The following items cannot be returned or exchanged:

  • Products that have been damaged due to misuse, negligence, or accidents.
  • Products missing original packaging, accessories, or tags.
  • Customized or personalized furniture, unless there is a manufacturing defect.

3. How to Initiate a Return or Exchange

To initiate a return or exchange:

  1. Contact our Customer Service team within the eligibility period:
  2. Provide your order number, product details, and reason for return or exchange.
  3. Our team will provide instructions for shipping the product back to us or arranging a pick-up if applicable.

4. Return & Exchange Process

  • Once the returned item is received and inspected, we will notify you of the approval or rejection of your return/exchange.
  • Approved returns will be refunded to the original payment method within 7-10 business days, excluding shipping costs unless the return is due to a defect or our error.
  • Exchanges will be processed and shipped within 7-14 business days, subject to product availability.

5. Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to a defective product, incorrect item, or our error.
  • Shipping charges for exchanging an item are the responsibility of the customer unless otherwise agreed.
  • We recommend using a trackable shipping method for returns, as we cannot guarantee receipt of returned items without tracking.

6. Defective or Damaged Items

  • If you receive a defective, damaged, or incorrect product, please contact us immediately with photos and a description of the issue.
  • We will arrange a replacement or full refund at no additional cost to you.
  • Prompt reporting helps us ensure timely resolution and maintain quality service.

7. Refunds

  • Refunds will be issued to the original payment method once the returned item is approved.
  • It may take 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.
  • Shipping fees are non-refundable unless the return is due to our error.

8. Contact Us

If you have any questions, concerns, or requests regarding returns, exchanges, or refunds, please contact us:

  • Company Name: HanZheng Family Office (Hong Kong) Limited
  • Address: RM03, 24/F, Ho King Comm CTR, 2-16 Fayuen ST, Mongkok Kowloon, Hong Kong
  • Phone: +852 95485726
  • Email: hanzheng0524@outlook.com