At Fuguimen Network Technology (Hong Kong) Co., Limited (“we,” “our,” or “us”), we are committed to ensuring that your experience with our jewelry, watches, gemstones, and fine metals is as exceptional as the products themselves. While we strive for perfection in every item we create and deliver, we understand that there may be circumstances where you wish to return or exchange a purchase. This policy outlines the terms, conditions, and procedures for returns, refunds, and exchanges to ensure transparency and fairness for all our valued customers.

1. General Return Conditions

To qualify for a return or exchange, the following requirements must be met:

  • Timeframe: Requests must be submitted within 14 calendar days from the date you receive the product. Beyond this period, returns cannot be accepted.
  • Condition of Items: Returned items must be in new, unused, and unworn condition, free of scratches, marks, or alterations, and accompanied by original packaging, tags, certificates of authenticity, warranty cards, and any included accessories.
  • Proof of Purchase: Customers must provide a valid order confirmation, invoice, or receipt as proof of purchase.
  • Eligibility: Only items purchased directly from our official website or authorized channels are eligible. Purchases made through third-party retailers must follow their respective return policies.

2. Non-Returnable and Non-Exchangeable Items

Certain items are not eligible for return or exchange due to their nature:

  • Custom-Made Items: Bespoke or made-to-order jewelry and watches.
  • Engraved or Personalized Items: Products that have been customized with engravings, resizing, or modifications.
  • Final Sale Items: Products marked as “Final Sale,” “Clearance,” or heavily discounted promotional items.
  • Hygiene-Sensitive Items: Earrings and body jewelry due to health and safety concerns.
  • Gift Cards & Vouchers: Digital or physical gift cards and promotional coupons cannot be refunded or exchanged.

3. Return Process

To ensure a smooth return, please follow these steps:

  1. Submit a Request: Contact our customer service team at fuguimen2440@outlook.com or call 94411068 within the return period, providing your order number and reason for return.
  2. Authorization: Once your request is reviewed, we will issue a Return Authorization Number (RAN) along with return instructions. Unauthorized returns may be refused.
  3. Packaging: The item must be securely packaged in its original box with all accompanying documents and protective materials to prevent damage during transit.
  4. Shipping: Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., incorrect or defective product). We strongly recommend using a trackable and insured courier service, as we are not liable for lost or damaged return shipments.
  5. Inspection: Upon receipt, our quality control team will inspect the item. If the item does not meet the stated return conditions, it will be sent back at the customer’s expense.

4. Refunds

  • Method of Refund: Refunds will be processed to the original payment method used at checkout. We cannot issue refunds to alternative accounts.
  • Processing Time: Once approved, refunds may take 7–14 business days depending on your bank or payment provider.
  • Deductions: Original shipping fees, handling charges, and any applicable customs duties or taxes are non-refundable.
  • Partial Refunds: If the returned item is missing packaging, documentation, or shows signs of wear, a partial refund may be issued at our discretion.

5. Exchanges

  • Eligibility: Exchanges are allowed for size, color, or an alternative product of equal or greater value.
  • Additional Costs: If the replacement product is of higher value, customers must pay the difference before the exchange is processed.
  • Availability: Exchanges are subject to stock availability at the time of request. If unavailable, customers may opt for a refund (if eligible).

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  1. Notify us within 7 days of delivery, providing clear photos of the item and packaging.
  2. We will arrange a replacement at no cost or provide a full refund upon verification.
  3. Return shipping fees for defective or incorrect items will be covered by us.

7. International Orders

For customers outside Hong Kong:

  • Import Duties & Taxes: Customs duties, VAT, and import taxes are non-refundable.
  • Return Shipping: Customers are responsible for international return shipping costs unless the item is defective or incorrect.
  • Delays: Refunds may take longer due to international shipping and customs clearance.

8. Order Cancellations

  • Within 24 Hours: Orders can be canceled free of charge within 24 hours if they have not yet been processed or shipped.
  • After Processing: Once an order has been processed or shipped, cancellations are not possible. You may still request a return after receiving the product, subject to this policy.

9. Customer Responsibilities

  • Customers must ensure that all return shipments are properly packed and insured.
  • Customers are responsible for covering the cost of lost or damaged items during return shipping if proper precautions are not taken.
  • Failure to follow return instructions may result in delays or denial of the refund/exchange.

10. Our Commitment

We are dedicated to providing our customers with a fair, transparent, and efficient return process. Each request will be handled with professionalism and care to maintain your trust in our brand.

11. Contact Us

If you have any questions or would like to initiate a return, refund, or exchange, please contact us at:

Fuguimen Network Technology (Hong Kong) Co., Limited
📍 Address: RM03, 24/F, Ho King Comm CTR, 2-16 Fayuen ST, Mongkok Kowloon, Hong Kong
📞 Phone: 94411068
📧 Email: fuguimen2440@outlook.com