Refund policy

RETURN & REFUND POLICY

1. GENERAL INFORMATION

This Return & Refund Policy applies to all purchases made on the website operated by 123 EXPORT LIMITED.

We aim to provide a fair and transparent return process in accordance with applicable consumer protection principles and standard international e-commerce practices.

By placing an order, you agree to this Return & Refund Policy.

2. RETURN ELIGIBILITY

We accept returns within 30 days from the date of delivery.

To be eligible for a return, the following conditions must be met:

  • The item must be unused and in original condition

  • The item must be in its original packaging

  • All accessories, labels, and components must be included

  • The product must be in resellable condition

We reserve the right to reject returns that do not meet these conditions.

3. NON-RETURNABLE ITEMS

The following items are not eligible for return:

  • Items that show signs of use, damage, or wear caused by the customer

  • Items without original packaging

  • Sale or discounted items (if marked as non-returnable at purchase)

  • Products that are not in resellable condition

4. RETURN PROCESS

To initiate a return, customers must contact our support team and provide:

  • Order number

  • Proof of purchase

  • Reason for return

  • Photos of the product (if applicable)

Once your return request is approved, you will receive instructions on how to send the item back.

Returns sent without prior approval may not be accepted.

5. RETURN SHIPPING COSTS

Customers are responsible for all return shipping costs.

We do not provide free return shipping labels unless the item is defective or incorrect.

We recommend using a trackable shipping service, as we are not responsible for lost return shipments.

6. REFUNDS

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be issued to your original payment method

  • Processing time is typically 5–10 business days

  • Banking or payment provider delays may apply

7. LATE OR MISSING REFUNDS

If you have not received your refund:

  1. Check your bank account again

  2. Contact your payment provider

  3. Contact your bank (processing delays may occur)

If you still have not received your refund after these steps, please contact us.

8. EXCHANGES

We only replace items if they are defective or damaged upon arrival.

If you need an exchange for the same item, please contact us with proof of the issue.

9. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective product, you must contact us within a reasonable timeframe after delivery.

We may request:

  • Photos of the defect

  • Description of the issue

  • Order confirmation

After verification, we will offer a replacement or refund where applicable.

10. ORDER CANCELLATION

Orders can only be cancelled before they have been shipped.

Once an order has been dispatched, it must be processed under the return procedure after delivery.

11. RETURN ADDRESS

Return instructions and the return address will be provided after your return request has been approved.

Do not send items back without authorization.

12. CONTACT INFORMATION

For any questions regarding returns or refunds, please contact:

123 EXPORT LIMITED
UNIT 2A, 17/F GLENEALY TOWER
NO.1 GLENEALY STREET
CENTRAL, HONG KONG