Company Name: YX (HONG KONG) Trading CO., LIMITED (“we”, “us”, “our”)
Website: https://yxtrading.store/ (the “Site”)
Address: Room 803B, 8th Floor, West Bund International Building, 290-296 Yuen Chau Street, Cheung Sha Wan, Hong Kong
Effective Date: February 12, 2026

Thank you for shopping with us. This Return & Exchange Policy explains the rules for returns, exchanges, cancellations, and refunds for custom handmade clay figurines made from real photos.

Important: Because each product is custom-made to your specifications, return and exchange rules are different from standard retail.

1) Custom Orders — No Returns for Change of Mind

All figurines are made-to-order based on your photos and customization instructions. Therefore, we do not accept returns or exchanges for reasons such as:

  • Changed mind / no longer needed

  • Ordered the wrong size or design (after production starts)

  • Personal preference changes (pose/outfit/accessories) after confirmation

  • Minor subjective expectations (e.g., “I imagined it a bit differently”)

This does not affect your rights where consumer protection laws apply.

2) Cancellations

Because production begins quickly:

  • Within [12/24] hours of purchase: You may request cancellation for a full refund if production has not started.

  • After production begins: Cancellation may not be possible. If we can still cancel, we may deduct a reasonable labor/materials fee based on the production stage.

To request cancellation, email [Support Email] with your order number as soon as possible.

3) Preview & Revisions (If Applicable)

To help you feel confident:

  • We may provide progress photos / preview images during production (depending on the product/service level).

  • You may request reasonable revisions before final completion.

Revisions typically include: small adjustments to facial features, hairstyle details, minor color corrections, small accessory refinements.
Revisions typically do not include: changing the person, changing to a completely different photo set, switching the entire pose/outfit after approval, or redesigning the whole concept once advanced.

If you do not respond within [X days] after we request confirmation, we may proceed to complete the order to avoid delays.

4) Eligible Cases for Return/Exchange/Refund

We will provide a return, replacement, exchange, or refund if:

  • You received the wrong item (different from your order)

  • The item arrives damaged during shipping

  • The item has a manufacturing defect (workmanship issue)

  • The final product materially differs from the approved preview (if approval is used)

5) Damage / Defect / Wrong Item — How to Report

Please contact us within 48 hours of delivery at [Support Email] with:

  • Order number

  • Clear photos/video of the issue

  • Photos of outer box + inner packaging

  • Photo of shipping label (if available)

After verification, we will offer one of the following solutions:

  • Replacement (often the fastest for damage)

  • Exchange (if applicable)

  • Partial refund

  • Full refund (for verified serious issues)

6) Return Procedure (When Approved)

If we approve a return:

  1. We will email you return instructions and the return address.

  2. You must ship the item back within 7 days of approval.

  3. Use a trackable shipping method.

  4. Once received and inspected, we will process your replacement/exchange/refund.

Do not send items back without authorization. Unauthorized returns may be refused.

7) Return Shipping Costs

  • If the return is due to our error (wrong item) or verified defect/damage, we will cover return shipping or provide an alternative solution.

  • If return shipping is customer-paid in any special case, we recommend tracking. We are not responsible for lost return shipments.

8) Refund Timing

If a refund is approved:

  • We will issue the refund to the original payment method within [3–7] business days after approval/inspection.

  • Your bank/payment provider may take additional time to post the refund.

Shipping fees are non-refundable unless the issue is our fault.
Customs duties/taxes charged by your local government (if any) are generally non-refundable.

9) Exchanges (General Rule)

Because items are custom-made, we generally do not offer exchanges for size/style preference changes.
Exchanges are only available for eligible cases listed in Section 4 (wrong/damaged/defective).