Return and Refund Policy

Refunds & Replacement

 

In case of defective orders, please contact us using email: info@hklproductions.com for to receive further instructions. 

If your item meets one of the following conditions, please contact us as soon as you receive it and let us know about the product status. Replacement of your order would be sent to you with no extra cost required. Please be noted that there is no need to return the wrong or defective item as well.

Do not send your purchase back to us unless we authorize you to do so, in this case, no refund will be offered.

Due to the current situation of Covid-19, our office has been closed and no representative could receive your return of orders. Therefore, for the time being we do not receive return packages.

If products in deed are included in one of the following cases, refund or replacement would be sent with no return of products required:

- Bad quality: blurry image/print on production, framing. 

- Damage during shipping period.

- Design error: wrong, defective design compared to what was described on our website, picked by customer.

Contact is a must within 20 days since the day your order arrived to make sure that the product status is the same as received and include the following necessary informations:

- Your order/invoice ID

- In case you receive a wrong item/ damaged item, it is vital that you provide us photos for demonstration, including the packaging, to our support email info@hklproductions.com so that investigation can be thoroughly made.

 

IMPORTANT NOTE

We do not process a refund/reprint in the following cases:

- Items did not arrive because of factors within customer’s responsibility, including: incorrect shipping address, absence during delivery time, not picking up the packages or arranging redelivery as requested by the post office, etc.

- Your order did not arrive due to exceptional circumstances beyond control of Our Store, for example: not being cleared by your country's customs, being delayed by a natural disaster

- Item tracking information showing "delivered" in the tracking system, having been shipped into your mailbox but gotten lost.

If 20 days have gone by since you get your items.

 

Exchanges

We do not offer exchanges/returns for size unless it is our fault for sending the wrong-size items. 

For other reasons like sewing or printing problems, we will take care of them all for you. Please contact us first and we will provide you instructions, do not return before receiving our advice.