Refund policy

Refund & Return Policy

【Chanlay International Trading Company】

【https://chanley-hk.myshopify.com】

Thank you for shopping with us. We want you to be completely satisfied with your purchase. If something isn't right, we're here to help. This Refund & Return Policy explains how you can return or exchange items purchased from our store and how refunds are processed.

Our registered business address:

【Room D,/F,On Hong Street,15-23 Yee Chong street】

【 MongKok，Kowloon,Hong Kong】

Business Registration Number: 【41667055】

Introduction 2

Return Eligibility 2

Non-Returnable Items 3

Defective or Incorrect Items 3

How to Start a Return 4

Refund Processing 5

Exchanges 5

Your Statutory Rights 6

1. Introduction

This Refund & Return Policy applies to all purchases made through our website 【https://chanley-hk.myshopify.com】("the Site"). By placing an order with us, you agree to the terms of this policy. We reserve the right to update or modify this policy at any time without prior notice. Any changes will be posted on this page with an updated "Last Updated" date.

All orders are shipped from our fulfilment centre in Guangzhou, China. Returns should be sent to the return address provided in your return instructions email. Please note that you are responsible for any customs duties or taxes that may apply when returning items across borders.

If you have any questions about this policy, please contact our customer service team before placing your order.

2. Return Eligibility

You may request a return or exchange within 14 days of receiving your order, provided that all of the following conditions are met:

Condition	Requirement
Return window	Within 14 days of delivery date
Item condition	Unworn, unwashed, and in original condition with all tags attached
Packaging	Returned in original packaging
Proof of purchase	Order number or receipt must be provided

Items that do not meet these conditions may be rejected and returned to you at your expense, or a partial refund may be issued at our discretion.

3. Non-Returnable Items

For hygiene, safety, and quality reasons, the following items cannot be returned or exchanged unless they are defective or incorrectly sent by us:

Items marked as "Final Sale", "Non-Returnable", or purchased during clearance promotions

Items that have been worn, washed, altered, or damaged after delivery

Items without original tags attached or not in original packaging

Intimate apparel, swimwear, and accessories such as earrings or hair accessories (for hygiene reasons, unless defective)

Gift cards and store credits (non-refundable)

Please review your order carefully before purchasing sale or clearance items, as these are final sale and cannot be returned or exchanged.

4. Defective or Incorrect Items

We take pride in the quality of our products and the accuracy of our order fulfillment. If you receive a defective, damaged, or incorrect item, we sincerely apologize and will resolve the issue promptly at no cost to you.

We will arrange a free replacement or full refund, including any return shipping costs.

No return shipping fee will be charged for errors on our part.

If a replacement is not available, we will issue a full refund to your original payment method within 7–14 business days.

5. How to Start a Return

To initiate a return or exchange, please follow these steps:

1. Contact us: Email 【chanley_hk@outlook.com】 with your order number, the item(s) you wish to return, and the reason for return.

2. Await instructions: We will reply within 2 business days with return instructions, the return address (in Guangzhou, China), and a Return Authorization (RA) number if applicable.

3. Pack and ship: Pack the item securely in its original packaging, include a copy of your order confirmation or receipt, and ship to the provided address.

4. Tracking: We strongly recommend using a trackable shipping service and retaining proof of postage. We are not responsible for items lost in transit back to us.

5.1 Return Shipping Costs

Return shipping costs are the responsibility of the customer for change-of-mind returns, size or colour exchanges, or any reason not related to a defect or error on our part. For defective or incorrect items, we will cover the return shipping cost or provide a prepaid return label.

As our fulfilment centre is located in Guangzhou, China, international return shipping costs may be significant. We encourage customers to review product details, size charts, and photos carefully before ordering to minimise the need for returns.

5.2 Return Reasons & Resolution

The type of resolution available depends on the reason for return:

Return Reason	Resolution
Defective / Damaged	Full refund or free exchange; return shipping covered by us
Incorrect item sent	Full refund or free exchange; return shipping covered by us
Size / Colour issue (unworn)	Exchange for correct item, or refund to original payment method
Change of mind	Store credit or exchange; customer bears return shipping cost

6. Refund Processing

Once we receive and inspect your return at our Guangzhou fulfilment centre, we will notify you by email of the approval or rejection of your refund. We aim to process all returns within 5 business days of receipt.

6.1 Approved Refunds

Approved refunds will be processed to your original payment method within 7–14 business days, depending on your bank or payment provider. Please note:

Original Payment	Refund Method
Credit / Debit Card	Refunded to the same card within 7–14 business days
PayPal	Refunded to your PayPal account within 7–14 business days
AlipayHK / WeChat Pay HK	Refunded to the same e-wallet account within 7–14 business days
FPS / Bank Transfer	Refunded to the designated bank account within 7–14 business days
Store Credit / Gift Card	Credited back to store account or new gift card issued

6.2 Partial Refunds

In certain situations, only partial refunds may be granted (if applicable), including:

Items that are returned more than 14 days after delivery

Items that show signs of wear or are not in original condition

Items missing parts or original packaging

6.3 Non-Refundable Items

Original shipping fees are non-refundable unless the return is due to our error (e.g., defective or incorrect item). If you received free shipping on your original order and subsequently return part of your order, the original shipping cost may be deducted from your refund.

6.4 Late or Missing Refunds

If you haven't received your refund within 14 business days of approval, please:

Check your bank account or payment method again

Contact your credit card company or bank — processing times may vary

If you have done all of the above and still have not received your refund, please contact us at 【chanley_hk@outlook.com】

7. Exchanges

We currently process exchanges as a return plus new order. Please return the original item for a refund and place a new order for the desired size or colour. This ensures the fastest processing and guarantees that the item you want is reserved for you.

If you prefer, we can also issue a store credit for the returned item, which you can use to place a new order immediately. Store credits do not expire.

Exchanges are subject to product availability. If the desired item is out of stock, we will notify you and offer a refund or store credit instead.

8. Your Statutory Rights

This policy is provided in addition to your rights under the laws of Hong Kong, including the Sale of Goods Ordinance (Cap. 26) and the Trade Descriptions Ordinance (Cap. 362), which are not affected by this policy. Nothing in this policy is intended to limit or exclude any rights you may have under applicable consumer protection laws.

Under the Sale of Goods Ordinance, you are entitled to receive goods that are of satisfactory quality, fit for purpose, and match the description provided. If the goods fail to meet these standards, you may have additional rights to a repair, replacement, or refund beyond what is outlined in this policy.