Hongkong Zx Trading Co., Limited (“we”, “our”, or “the Company”) provides customized clay sculpture products. Because our products are made-to-order and created according to individual design specifications, we handle returns and refunds with care and fairness to both the customer and our craftsmanship standards.

1. Custom Product Nature

All of our clay sculpture products are custom-made based on the customer’s unique requirements, designs, and specifications.
Due to the personalized nature of these products, returns or refunds are generally not accepted once production has begun or the product has been delivered, except in specific circumstances described below.

2. Return and Refund Eligibility

A return or refund may only be considered under the following conditions:

  • The product received is significantly inconsistent with the confirmed design or specifications provided by the customer.
  • The product arrives damaged due to production or packaging defects caused by the Company.

To qualify, the issue must be reported within a reasonable time after receiving the product, accompanied by clear evidence (e.g., photos or description of the issue).

3. Non-Returnable Situations

We do not accept returns or refunds in the following cases:

  • Differences caused by manual craftsmanship variations inherent to clay sculpture products.
  • Minor variations in color, texture, or appearance due to the natural characteristics of clay materials.
  • Customer errors in providing design details, specifications, or approval confirmation.
  • Products damaged due to improper handling, use, or storage after delivery.

4. Resolution Process

If a return or refund request meets the conditions outlined above, the following process applies:

  1. The customer submits a written claim describing the issue and provides supporting evidence.
  2. We will review the request to verify whether it meets our policy criteria.
  3. If approved, we will arrange a resolution — such as a replacement, repair, or partial refund, depending on the situation and product feasibility.

5. Production Adjustments and Replacements

In cases where design adjustments are needed before final production, we may assist customers in modifying their design files or details before the final confirmation.
Once the design is confirmed and production has started, no further changes or cancellations can be accepted.

6. Policy Updates

We may update this Return & Refund Policy from time to time to reflect operational improvements or legal requirements. Any updates will be effective upon posting on our official communication channels.

7. Contact

For questions or requests regarding returns or refunds, please contact Hongkong Zx Trading Co., Limited through your regular business communication channel.