Return & Refund Policy

Operator: FENGHAN LIMITED
Registered Address: RM 1D 2/F, FU TAO BUILDING, 98 ARGYLE STREET, MONG KOK, KLN, HKSAR
Official Website: https://fenghanltd.com/ (hereinafter referred to as “the Website”)
Contact Email: service@fenghanltd.com
This Return & Refund Policy (hereinafter referred to as the “Policy”) governs all return, exchange and refund matters related to products purchased through the official website https://fenghanltd.com/ operated by FENGHAN LIMITED (hereinafter referred to as “we”, “us”, “our”). This Policy applies to all retail customers, wholesale partners and other purchasers (collectively referred to as “you”, “your”) who buy products via the Website, and is an integral part of our Terms of Service. By placing an order on our Website, you acknowledge that you have read, understood and fully agreed to all terms set forth in this Policy.
We are committed to providing high-quality products and satisfactory after-sales service, and we handle all eligible return, exchange and refund requests in a fair, timely and standardized manner. Please carefully read the following terms to understand the applicable conditions, application procedures and relevant responsibilities for returns, exchanges and refunds.

1. Eligibility for Returns & Exchanges

To qualify for a return, exchange or refund, your request must meet all of the following core conditions, and we reserve the right to reject non-eligible applications:
  • Valid Time Limit: The return/exchange request is submitted within 14 calendar days from the date of product delivery (subject to the logistics carrier’s official delivery confirmation time).
  • Product Condition: The product must be in its original, unused, undamaged and resalable condition, with no scratches, stains, modifications, wear and tear or other signs of use.
  • Complete Accessories & Packaging: The returned product must include all original packaging, tags, labels, accessories, manuals and any accompanying documents that were delivered with the order.
  • Non-Exclusive Items: The product is not a customized, personalized, made-to-order item, nor a clearance/final sale product explicitly marked as “Non-Returnable & Non-Refundable” on the product page or at checkout.

1.1 Non-Eligible Items

Returns, exchanges and refunds will NOT be accepted for the following products under any circumstances:
  • Customized, personalized or made-to-order products tailored to specific requirements;
  • Clearance, discounted final sale products clearly marked as non-returnable;
  • Products that have been used, worn, damaged, altered or misused by the customer;
  • Products returned without complete original packaging, tags or accessories;
  • Return requests submitted beyond the 14-day delivery time limit;
  • Wholesale bulk products that have been opened, unpacked or have missing components (unless verified as defective by our team).

2. Standard Return & Exchange Procedure

All returns and exchanges require prior written authorization from our customer service team. Unsanctioned returns sent directly to our office address will not be processed, and we shall not be liable for any loss or damage of such packages.

Step 1: Submit a Return/Exchange Request

Send an email to our official service email service@fenghanltd.com with the subject line “Return/Exchange Request – [Your Order Number]”. The email must include the following information:
  • Your full name, order number, and detailed delivery address;
  • Product name, specification, quantity and reason for return/exchange;
  • Clear photos or videos of the product, packaging and relevant accessories (to verify product condition).

Step 2: Obtain Authorization

Our customer service team will review your request within 3 business days after receiving the email. For eligible requests, we will send a Return Authorization (RA) Number and the official return address to your registered email. Please ensure the RA Number is clearly marked on the outer packaging of the returned package.

Step 3: Return Shipment

You are responsible for properly packaging the product to avoid damage during transit, and sending it back to the designated address with the RA Number. All return shipping costs for non-defective product returns (e.g., change of mind, wrong size ordered) shall be borne by you. We recommend using a trackable shipping service and purchasing shipping insurance, as we are not responsible for lost, stolen or damaged packages during return transit.

Step 4: Inspection & Processing

Once we receive and inspect the returned product, we will notify you of the inspection result via email within 5 business days. Qualified returns/exchanges will be processed in accordance with the terms of this Policy.

3. Refund Terms & Processing Timeline

3.1 Refund Eligibility & Scope

Refunds will only be issued for eligible returns that pass our inspection. The refund amount is limited to the actual purchase price of the product, excluding original shipping fees, customs duties, taxes and other additional charges (unless the return is caused by our error, such as defective products or wrong items shipped).

3.2 Refund Method

All approved refunds will be processed to the original payment method used for the order (credit card, debit card, online payment platform, etc.). We do not provide cash refunds under any circumstances.

3.3 Processing Timeline

After confirming the eligible return and completing the inspection, we will process the refund within 3-7 business days. The time for the refund to be credited to your account depends on the processing efficiency of your payment institution or bank, which usually takes 5-10 business days for bank cards and 2-3 business days for online payment platforms.

3.4 Deduction Terms

For returns due to personal reasons (change of mind, unwanted product, wrong selection, etc.), we reserve the right to deduct a reasonable restocking fee (10% of the product’s actual purchase price) from the refund amount to cover operational costs. No restocking fee will be charged for returns caused by our mistakes (defective products, incorrect items, missing parts, etc.).

4. Exchange Terms

Exchanges are available for eligible products, subject to the following terms:
  • Exchanges are limited to products of the same type, specification and price, or products with a higher value (you shall pay the price difference for higher-value products).
  • Exchange requests are subject to product stock availability; if the requested product is out of stock, we will notify you and process a full refund instead.
  • For exchanges caused by our errors (defective/wrong products), we will bear the shipping cost of resending the exchanged product; for exchanges due to personal reasons, you shall bear the reshipping fees.

5. Special Handling for Defective/Damaged/Incorrect Items

If you receive a defective, damaged, incorrect or incomplete product due to our fault, we will take full responsibility and resolve the issue at no extra cost to you:
  • You must notify us via email within 3 calendar days of delivery, providing clear photos/videos of the defective/damaged/incorrect product and packaging for verification.
  • We will provide a pre-paid return shipping label for eligible cases, and you are not required to bear any return shipping costs.
  • After verification, you may choose to receive a full refund, free replacement or repair of the product (if applicable).
We shall not be liable for product damage caused by logistics carriers after delivery, accidental damage, improper use, normal wear and tear, or failure to follow product usage guidelines.

6. Wholesale Partner Specific Terms

For registered wholesale partners of FENGHAN LIMITED, additional terms apply to returns and refunds:
  • Wholesale return requests must be submitted within 21 calendar days of product delivery (extended validity period for bulk orders).
  • Wholesale bulk products and prepacks must be returned in sealed, unopened and complete condition to be eligible for processing.
  • Bulk order returns (10+ items) require advance notice to our customer service team before shipment.
  • Wholesale shipping fees and promotional discounts are non-refundable unless the return is caused by product defects or our errors.

7. Order Cancellation Terms

  • Orders can only be cancelled before shipment (order status shows “Processing”). You may send an email to request cancellation, and approved cancellations will be fully refunded (excluding any prepaid shipping fees).
  • Once the order has been shipped, cancellation is not available. You may follow the return procedure to send the product back for a refund after receiving it.

8. International Order Special Notes

  • All international customs duties, import taxes, inspection fees and other local charges are the sole responsibility of the purchaser, and such fees are non-refundable even if the product is returned.
  • If an international package is returned due to customs rejection, non-payment of duties or undeliverable address, you will be responsible for all round-trip shipping costs, which will be deducted from the refund amount.

9. Policy Amendment

We reserve the right to update, modify or revise this Return & Refund Policy at any time without prior notice. The revised Policy will be posted on this page with an updated Effective Date, and your continued purchase and use of our products after the revision constitutes your acceptance of the updated terms. We recommend checking this Policy regularly for the latest terms.

10. Contact Us

If you have any questions, doubts or need assistance regarding return, exchange or refund matters, please contact our customer service team through the following channels:
Email: service@fenghanltd.com (response within 3 business days)
Corporate Address: RM 1D 2/F, FU TAO BUILDING, 98 ARGYLE STREET, MONG KOK, KLN, HKSAR
We will actively communicate with you and strive to resolve all after-sales issues fairly and satisfactorily.