Company Name: BAOKUN (HONG KONG) TRADING CO., LIMITED (“we”, “us”, “our”)
Website: https://baokuntrading.shop/
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 Team & Service Policy explains how our team works, how we provide customer service, and what you can expect when ordering custom handmade clay figurines from photos.

1) Our Team Commitment

We are a team of customer support specialists and skilled artisans focused on:

  • Handmade craftsmanship (not mass-produced or 3D printed look)
  • Photo-based likeness (face, hairstyle, outfit details, and pose)
  • Clear communication throughout the customization process
  • Reliable service from order placement to delivery and after-sales support

2) Service Scope

We provide the following services:

  • Custom figurine creation based on your photos and requirements
  • Design confirmation (size, pose, outfit, accessories, text on base, etc.)
  • Production progress updates (when applicable)
  • Reasonable revision support before final completion (when applicable)
  • Packaging & shipping with tracking (where available)
  • After-sales support for damaged/defective/wrong items

3) What We Need From You (Customer Responsibilities)

To help us create the best result, you agree to provide:

  • Clear, well-lit photos (front view recommended)
  • Accurate customization instructions (pose, outfit, accessories, text)
  • Prompt feedback during confirmation/revision stages (if applicable)

If the photos or instructions are incomplete, the final likeness may be affected.

4) Communication & Response Time

  • Customer support hours: [Mon–Fri / Mon–Sun] [Time Zone]
  • Typical response time: within [24–48 hours] (excluding holidays)
  • During peak seasons, response times may be slightly longer.

We aim to keep communication professional, respectful, and solution-oriented.

5) Handmade Craftsmanship Disclaimer

Each figurine is:

  • Handcrafted and may show minor handmade characteristics
  • Made to resemble your photo references, but exact “100% identical” replication is not always possible due to artistic interpretation, lighting differences in photos, and material constraints.

We will always strive to achieve the closest possible likeness within reasonable workmanship standards.

6) Preview & Revisions Policy (If Applicable)

For many orders, we may provide progress photos or a preview stage.

  • Revision rounds: up to [1–3] rounds of reasonable adjustments
  • Revisions include: minor facial detail tuning, hairstyle refinement, small accessory corrections, color adjustments
  • Revisions do not include: changing the person in the photo, changing the entire pose or outfit after approval, or switching to a completely different design concept once production is advanced.

If you do not respond within [X days] during the revision/approval stage, we may proceed to complete the order to avoid production delays.

7) Quality Standards

Before shipping, we conduct basic checks on:

  • Structural integrity and stability
  • Accuracy of major visual elements (face structure, hairstyle, outfit, key accessories)
  • Clean finishing and packaging protection

If you find a quality issue upon delivery, please contact us within the timeframe stated in our Refund & Returns Policy.

8) Production Time & Shipping Time

  • Production time: typically [X–Y business days] after receiving complete photos and confirmed requirements
  • Shipping time: varies by destination and carrier, typically [X–Y business days]
  • Estimated timelines are not guaranteed due to customs, weather, peak seasons, or carrier delays.

9) After-Sales Service

We provide after-sales support for:

  • Damaged items during shipping
  • Defective items (workmanship issues)
  • Wrong items sent by mistake

To request support, contact [Support Email] within 48 hours of delivery and provide:

  • Order number
  • Photos/videos of the issue
  • Photos of packaging and shipping label (if available)

Resolution options may include:

  • Replacement
  • Partial refund
  • Full refund (in verified cases)

10) Respectful Conduct

We welcome feedback and questions. We do not tolerate:

  • Threats, harassment, hate speech, or abusive language
  • Fraudulent claims or intentionally misleading evidence

We reserve the right to refuse service in such cases, where permitted by law.

11) Policy Updates

We may update this policy from time to time. The latest version will be posted on the Site with an updated Effective Date.