After-Sales & Returns Policy

This After-Sales & Returns Policy is intended primarily for customers acting in the course of trade, business, craft, or profession.

Our products and services are designed mainly for commercial, resale, promotional, or professional use.
By placing an order, the customer confirms that the purchase is made for business-related purposes.

This policy constitutes a commercial after-sales and returns arrangement.

Any order placed without providing valid company registration information shall be treated as a personal purchase. However, for Customised Goods, please be advised that the consumer Right of Withdrawal remains inapplicable pursuant to EU Directive 2011/83/EU Article 16(c).

As part of our commercial service policy, we offer a voluntary 15-day return period, calculated from the date the goods are delivered.

• Return requests must be submitted within 15 calendar days
• Prior written approval is required before any return shipment is made

This return period does not constitute a statutory right of withdrawal.

Approved returns are accepted only if the products:

• Are unused, unworn, and unwashed
• Remain in original condition and original packaging
• Are complete and suitable for resale

Products showing signs of use, alteration, damage, or handling beyond normal inspection are not eligible for return.

The following products are excluded from return and refund:

• Customised, personalised, OEM, or made-to-order products
• Products manufactured according to customer specifications
• Products with logos, embroidery, printing, patches, labels, or special finishes
• Samples, clearance items, and specially discounted products

This reflects established commercial practice within the textile and promotional products industry.

For approved returns of standard, non-customised products:

• A restocking and handling fee of up to 10% of the product value may be deducted from the refund
• This fee reflects reasonable costs associated with: Qualityinspection、Repackaging、Inventory handling、Administrative processing

No handling fee will apply if:

• The return is due to verified manufacturing defects, or
• An incorrect product was supplied by us

• Return shipping costs are borne by the customer
• Returned goods must be shipped using a trackable delivery method
• The seller assumes no responsibility for loss or damage during return transit

All returned goods are subject to inspection upon receipt.

For the purpose of return verification, delivery confirmation, and refund assessment, shipment status and delivery records are determined based on tracking information provided by internationally recognised third-party tracking systems.

Unless otherwise agreed, 17TRACK is used as the primary reference platform to verify:

• Shipment progress
• Delivery status
• Return transit records

Refund eligibility and processing are assessed based on:

• Physical inspection of the returned goods, and
• Verifiable logistics records confirmed via the above tracking reference

Refunds will be processed only after the return shipment is confirmed as delivered via 17TRACK and the returned goods meet the conditions set out in this policy.

The use of a third-party tracking platform is intended to ensure an objective and transparent assessment of logistics status for both parties.

If tracking information provided by the recognised tracking platform indicates that the return shipment:

• Has not been delivered
• Is lost in transit
• Cannot be verified

The return and refund request may be suspended until sufficient logistics evidence is provided.

If the customer identifies:

• Manufacturing defects, or
• Incorrectly supplied products

The issue must be reported without undue delay after receipt and supported by clear photographic or documentary evidence.

Depending on the circumstances, we may offer:

• Replacement
• Repair
• Partial refund
• Account credit

Minor deviations within customary industry tolerances do not constitute defects.

As this policy applies to transactions intended for business use, no automatic right of withdrawal applies.

Nothing in this policy limits mandatory rights that cannot be excluded under applicable local or EU commercial law.

We reserve the right to amend this policy to reflect:

• Changes in law or regulation
• Operational or logistical adjustments

The version published on our official website at the time of order shall prevail.