Return and Refund Policy

Last updated: 4 November 2026

We want you to keep the bag only if you actually want it. If it is not right, send it back within 14 days of delivery and we will refund you.

This policy applies to orders placed on hangkeihong.shop and is operated by Hangji Hong International Trading Limited. It forms part of our Terms of Service.

1. Your 14-day window

You have 14 calendar days from the date of delivery to tell us you want to return an item. The day of delivery counts as day one.

Tell us first, before you ship anything back: email huangyouwei509@gmail.com with your order number and the reason for the return. We will reply with return instructions. Returns sent without prior notice may be refused or delayed.

The parcel must be posted back within 7 days of us confirming your return instructions.

2. Condition the item must be in

To qualify for a refund, the item must come back in a resaleable condition:

  • Unused, with no marks, creases, scuffs or odours (including perfume and smoke).
  • All original tags attached and the dust bag included.
  • Returned in protective packaging — a bag sent back loose in an envelope will not survive the post and may arrive damaged.
  • Any promotional free item included with the order must be returned with it.

Please do not remove protective film from hardware, and do not attach tape or labels directly to the product or its dust bag. Wrap the item first.

We inspect every return on arrival. If an item comes back used, damaged by the customer, or missing parts, we may deduct the loss in value from the refund, or decline the return and send the item back to you at your cost. We will always tell you before doing either.

3. What cannot be returned

The following are not eligible unless they arrived faulty:

  • Items returned more than 14 days after delivery.
  • Items that have been used, altered, or damaged after delivery.
  • Final sale and clearance items marked as non-returnable at the point of purchase.
  • Gift cards.
  • Items with hygiene seals removed where a seal was applied.

4. Faulty, damaged or incorrect items

If your item arrives damaged, defective, or is not what you ordered, contact us within 48 hours of delivery with photographs of the item and the packaging. This is not a change-of-mind return, so the 14-day condition rules above do not apply.

We will arrange one of the following, at your choice:

  • a replacement of the same item, if stock allows;
  • a full refund including the original shipping cost;
  • a repair, where the fault is repairable.

We cover the return postage in these cases. Do not send a faulty item back before contacting us, or we may not be able to reimburse the postage.

5. Who pays return shipping

  • Change of mind — you pay the return postage. Original shipping charges are not refunded, and if the order qualified for free shipping because it was over the free-shipping threshold, and the return drops the order below that threshold, the original shipping cost may be deducted from the refund.
  • Faulty, damaged or wrong item — we pay, and we will either send a prepaid label or reimburse a reasonable tracked postage cost.

6. How refunds are processed

Once your return arrives and passes inspection:

  • We send you a confirmation email within 2 business days of receipt.
  • The refund is issued to the original payment method within 5 business days of that confirmation.
  • Your bank or card issuer may take a further 5–10 business days to post the credit. That delay is outside our control.
  • Refunds are issued in the same currency as the original payment. If currency conversion moved between purchase and refund, the amount you receive back may differ slightly; that difference is set by your bank, not by us.

We do not issue refunds in cash, to a different card, or to a different person than the original purchaser.

7. Exchanges

We do not run a direct exchange programme. If you want a different colour or model, return the original for a refund and place a new order. This is faster than an exchange and guarantees the item you want is reserved while stock lasts.

8. Cancellations

You can cancel an order at no cost any time before it ships. Email us with your order number as soon as possible; if the parcel has not left our warehouse we will cancel and refund in full.

Once an order has shipped, it can no longer be cancelled — use the return process instead.

9. Undeliverable and refused parcels

If a parcel is returned to us because the address was incomplete or incorrect, because nobody was available to receive it after the carrier’s delivery attempts, or because duty was refused at customs:

  • we will contact you to arrange redelivery, and the cost of the second shipment is yours; or
  • we will refund the item value less the original shipping cost and any return shipping charged by the carrier.

10. Chargebacks

Please contact us before raising a chargeback with your bank. Almost every dispute is a delivery or communication problem we can fix faster than a bank can. Raising a chargeback while a return is in progress will pause the return until the dispute is resolved.

11. Statutory rights

This policy sits alongside your statutory rights and does not replace them. If the law of your country of residence gives you stronger rights — for example a longer cooling-off period, or a right to reject faulty goods outright — those rights apply in full.

12. Contact

Hangji Hong International Trading Limited Returns and refunds: huangyouwei509@gmail.com

Please include your order number in the subject line. We reply within 1 business day on weekdays.