At HK WESTERN HUB LIGHTING CONSULTANTS LIMITED (“we,” “our,” or “us”), we are committed to ensuring your satisfaction with our jewelry products. If for any reason you are not fully satisfied with your purchase, this Returns & Exchanges Policy outlines the procedures, conditions, and timelines for returning or exchanging items.

1. Eligibility for Returns

To be eligible for a return or exchange, the following conditions must be met:

  • The item must be purchased directly from our website or authorized store.
  • The item must be returned within 30 calendar days from the date of delivery.
  • The item must be in its original condition, unused, unaltered, and with all original packaging, tags, and accessories.
  • Custom or personalized jewelry, including engraved items or bespoke designs, cannot be returned or exchanged, unless defective.

2. Initiating a Return or Exchange

To initiate a return or exchange:

  1. Contact our Customer Service team via email at xingan5693@outlook.com or by phone at +852 60142741.
  2. Provide your order number, the item(s) you wish to return or exchange, and the reason for your request.
  3. Our team will review your request and provide a Return Authorization (RA) number and detailed instructions for returning the item.

3. Return Process

  • Once you receive the Return Authorization, securely package the item in its original packaging.
  • Include the RA number inside the package.
  • Ship the item using a trackable and insured shipping method. We recommend retaining the shipping receipt for your records.
  • Customers are responsible for the cost of return shipping unless the item is defective or we made an error in your order.

4. Refunds

  • Refunds will be processed after we have received and inspected the returned item.
  • If approved, refunds will be issued to the original payment method within 7–10 business days.
  • Shipping fees, including original delivery charges, are non-refundable, except in cases where the return is due to our error or a defective product.

5. Exchanges

  • Exchanges are available for items of equal or lesser value.
  • If you wish to exchange for an item of greater value, you will be required to pay the difference.
  • Once the returned item is received and inspected, we will ship the replacement item to you.

6. Defective or Damaged Items

  • If you receive a defective or damaged item, please contact our Customer Service immediately.
  • Provide photographs and a detailed description of the defect or damage.
  • We will arrange for a replacement, repair, or full refund at no additional cost to you.

7. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Personalized or custom-made jewelry
  • Items that have been worn, altered, or damaged by the customer
  • Gift cards and promotional items

8. International Returns

  • International customers are responsible for customs duties, taxes, and shipping fees related to returns.
  • We recommend using a reliable and insured shipping service for all international returns to ensure safe delivery.

9. Contact Information

If you have any questions about returns, exchanges, or refunds, please contact us:

HK WESTERN HUB LIGHTING CONSULTANTS LIMITED
Room 617A, 6/F, ICC, 1 Sha Tsui Road, Tsuenwan, Hong Kong
Phone: +852 60142741
Email: xingan5693@outlook.com