Refund and Returns Policy
Company Name: BAOKUN (HONG KONG) TRADING CO., LIMITED (“we”, “us”, “our”)
Website: https://baokuntrading.shop/ (the “Site”)
Address: Room 803B, 8th Floor, West Bund International Building, 290-296 Yuen Chau Street, Cheung Sha Wan, Hong Kong
Effective Date: February 12, 2026
This Refund and Returns Policy explains how returns, exchanges, and refunds are handled for purchases made on our Site.
Note (Important): Our products are custom handmade clay figurines made from real photos. Because each item is personalized, our return rules differ from standard retail.
1) Customized Products — Return Eligibility
Since each figurine is custom-made based on your photos and instructions, we do not accept returns or offer refunds for “change of mind” reasons, including but not limited to:
- Ordering the wrong size/style after production begins
- No longer wanting the item
- Expecting a different artistic style than shown on the product page
- Minor subjective preferences that are not defects (e.g., “I wanted it to look slightly different”)
However, we will support you if:
- The item arrives damaged or defective
- We shipped the wrong item
- The final product materially differs from the approved preview (if preview approval is used)
2) Cancellation Policy
Because production starts quickly for custom orders:
- Within 12 hours of purchase: You may request cancellation for a full refund (if production has not started).
- After production begins: Orders typically cannot be canceled.
- If cancellation is still possible after work has started, we may charge a reasonable materials/labor fee.
To request cancellation, email [Support Email] with your order number.
3) Preview & Revisions (If Applicable)
To help ensure satisfaction:
- We may provide progress photos / preview images during production.
- You may request reasonable revisions before final completion.
- Once you approve the final preview (or the order is finalized), it is considered ready for shipment.
(If you want stricter wording: limit revisions to [1–3] rounds. I can adjust.)
4) Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at [Support Email] and provide:
- Order number
- Clear photos/video showing the issue
- Photos of outer and inner packaging
- Photo of shipping label (if available)
After verification, we will offer one of the following solutions (at our discretion depending on the case):
- Replacement (priority option for damaged items)
- Partial refund
- Full refund
5) Return Process (When a Return Is Approved)
If a return is approved:
- We will email you the return instructions and address.
- You must ship the item back within 7 days after approval.
- Use a trackable shipping method.
- Once received and inspected, we will process the resolution (replacement/refund).
Do not send returns without authorization, as unauthorized returns may be refused.
6) Refund Timing
If a refund is approved:
- Refunds are issued to the original payment method within [3–7] business days after approval/inspection.
- Banks/payment providers may take additional time to post the refund.
Non-refundable (where permitted by law):
- Shipping fees (unless the issue was our fault)
- Customs duties/taxes paid to local authorities (if applicable)
7) Shipping Damage (Packaging Rule)
To qualify for damage claims, please:
- Keep the original packaging
- Take photos immediately upon delivery
- Report within the stated 48-hour window
This helps us file claims with carriers and resolve your request faster.
8) Chargebacks & Payment Disputes
We encourage customers to contact us first at [Support Email] so we can resolve issues quickly. Filing a chargeback without contacting us may delay resolution, especially for custom-made items.
9) Contact Us
For refund/return requests, contact:
BAOKUN (HONG KONG) TRADING CO., LIMITED
Website: https://baokuntrading.shop/
Address: Room 803B, 8th Floor, West Bund International Building, 290-296 Yuen Chau Street, Cheung Sha Wan, Hong Kong