RETURNS AND REFUND POLICY
At HKL Productions, we do our best to provide the most accurate product descriptions we can. Our sizing charts match up congruently with their respective products and have been mentioned clearly on the product page. We want our customers to acknowledge exactly what they are ordering.
A Few Things to Note
- Our return policy lasts 30 days. If 30 days have passed after the exact date on which you received our products, we, unfortunately, can no longer offer you a refund or exchange. However, this 30-day term does not include the time needed for the return process, which may vary by location of sender.
- Due to inspection, cleaning, and repackaging as well as cancelation after shipment: a 50% restocking fee will be applied to all orders that are returned for a refund. The fee will be applied to the original orders, which means that you will be refunded 50% of your order total.
- Orders exchanged or items returned/exchanged due to Manufacturer’s Defect/Shipping Damage will not incur this restocking fee.
- We do not provide return labels unless it is a Manufacturer’s Defect. It will be considered customers’ responsibility to pay shipping cost for returning the items.
Returns – accepted under the following circumstances
- Damaged Product / Manufacturer’s Defect
If the product arrives damaged, whether due to Shipping Care or a Manufacturer’s Defect, we would like to offer 100% refund or exchange. Photos of evidence for damaged state are required and should be sent to our Customer Service Team via [email protected]
- For MANUFACTURERS DEFECTS we must be notified within 7 days after date of order delivery.
- Not As Described
- If the product arrives and the customer can prove that it does not match up with the product description, we would like to offer a return for a full refund or exchange for a different item.
- Product Lost in Transit
- If the product does not arrive because it is lost in transit, then we will immediately reship the product for you. The only condition is that the customer must absolutely make sure his/her given address is correct.
- In case you want to exchange, please ship the product back to us. It might take us up to 12-20 days to receive. Once we receive it, we can ship out the newly specified product immediately.
Returns & Exchanges are ONLY Accepted If Products Meet Following Criteria
To be eligible for a return, your item must be unused and in the same condition as when it was received. It must also be in the original packaging.
- Purchase credits only
- In unused condition. To be more specific, product packaging includes two parts: the nilon cover and the carton box, in which only the plastic wrap is allowed to be taken off for product inspection purpose.
- Original packaging required (Specifically the carton box and old plastic wrap, new plastic wrap is appreciated)
- Related timeframe
Return case should be raised no later than 3 days after receipt and unpacking of the product, by contacting our Customer Service agent at [email protected] for prior inspection, negotiation for return address. Time period for return process depends on senders/customers location, therefore, only requires specific tracking number.
- Return shipping costs: depends on senders/customers location.
How to Return
- Please fill out accordingly, to the best of your ability and send the product and to the address provided to you by our Customer Service agents.
- We reserve the right to deny an exchange if the item is clearly not in new condition or does not meet the standards listed above.
For any question or concern, please email us at [email protected]
Late or Missing Refunds
- Check your Bank Account
- Contact Credit Card Company
- Processing USUALLY takes 1-3 business days
If you have done all of these and you still have not received your refund yet, please contact us at [email protected]
The customer is responsible for paying their own shipping costs for returning an item. Shipping charges are non-refundable. If you receive a refund, you will receive back exactly what you paid for the product and nothing more as we offer free shipping.
Depending on your country of origin, it may take anywhere from 12-20 days for US customers or up to 15-25 days for International Customers for your exchanged item to reach you.
In case of missing package but tracking shows delivered, further claim for refund and solutions would be provided by shipping agency.
If you are shipping items over $75, we would highly suggest shipping the product back to us with tracking so that if the product is lost in transit, it will be easier for you to prove to us that it was indeed shipped back.