This Returns & Refunds Policy explains the terms and conditions under which products purchased from HONG KONG HAOJING TRADING LIMITED (“we,” “us,” or “our”) may be returned, exchanged, or refunded. It applies to both retail and wholesale customers, unless otherwise specified in a separate written agreement. By placing an order on our website, you acknowledge that you have read, understood, and agreed to the policy outlined below. If you have any questions or need clarification, please contact our support team at contact@dxbbflyer.com before initiating a return.
1. General Return Eligibility
We want you to be satisfied with your purchase. Most products can be returned within 30 days from the date of delivery, provided they meet the conditions stated in this policy. To be eligible for a return, items must be:
- Unopened and in their original, sealed packaging.
- Unused, unworn, and in the same condition as when you received them.
- Accompanied by the original packing slip, invoice, or proof of purchase.
- Returned with all accessories, free gifts, or promotional items that were included in the original shipment.
If an item does not meet these conditions, we reserve the right to reject the return or apply a restocking fee. Returns that are received after the 30-day window will not be accepted unless the item is defective or was sent in error by us.
2. Non-Returnable Items
Due to hygiene and safety reasons, certain products cannot be returned once their packaging has been opened or the seal has been broken. The following categories are considered final sale unless the item arrives damaged, defective, or incorrect:
- Lip glosses, lip oils, and lip balms.
- Liquid foundations, CC creams, BB creams, concealers, and primers.
- Cream blushes, liquid blush sticks, and cream highlighter duos.
- Any product with a wand applicator, pump, or airless container that has been used or opened.
- Items marked as “final sale,” “clearance,” or “non-returnable” on the product page or checkout.
- Gift cards and promotional items.
If you are unsure whether a product is returnable, please contact us at contact@dxbbflyer.com before opening the package. We will advise you accordingly.
3. Damaged, Defective, or Incorrect Items
We take quality seriously. If you receive an item that is damaged during transit, defective in manufacturing, or different from what you ordered, we will replace it or issue a full refund, including any shipping costs you may have paid for the original delivery. To report such an issue, please contact us within 7 days of delivery and provide the following:
- Your order number and the name of the product.
- Clear photos or videos showing the damage, defect, or incorrect item.
- A brief description of the problem.
Once we verify the issue, we will provide you with a return authorization and a prepaid return label, or we may arrange for a replacement without requiring a return depending on the circumstances. Please do not discard any damaged items until you have spoken with our support team, as they may be needed for carrier claims or quality investigation.
4. How to Initiate a Return
To start a return, follow these steps:
- Contact Us: Send an email to contact@dxbbflyer.com with your order number, the item(s) you wish to return, and the reason for the return. Attach photos if the item is damaged or defective.
- Receive Authorization: Our support team will review your request and, if approved, send you a Return Merchandise Authorization (RMA) number along with return instructions. Do not ship any item back without an RMA number.
- Pack the Item Securely: Place the item in its original packaging, include all accessories, and write the RMA number clearly on the outside of the package. We recommend using a trackable shipping method and keeping your receipt.
- Ship the Return: Send the package to the address provided in the return instructions. You are responsible for return shipping costs unless the return is due to our error (wrong item, damaged, defective).
- Wait for Processing: Once we receive your return, we will inspect it and process your refund or exchange within 5-7 business days. You will receive an email confirmation once the return is completed.
Returns sent without prior authorization may be delayed or refused. We are not responsible for packages lost or damaged during return transit, so please retain your tracking number.
5. Refund Processing Time and Methods
Refunds are issued to the original payment method used for the purchase. The time it takes for the refund to appear in your account depends on your bank or payment provider:
- Credit/Debit Cards: 5-10 business days after we process the refund, though some banks may take up to one billing cycle.
- PayPal: 1-3 business days after the refund is initiated.
- Bank Transfer (Wholesale): 3-7 business days, depending on intermediary banks.
If the original payment method is no longer available or cannot accept refunds, we will contact you to arrange an alternative method, such as PayPal or store credit. We do not issue cash refunds.
For orders paid with multiple payment methods (e.g., partial gift card and credit card), the refund will be applied proportionally to each method. If the return was due to our error, we will also refund the original shipping cost. For all other returns, original shipping fees are non-refundable, and return shipping is the customer’s responsibility.
6. Exchanges
We offer exchanges for products that are unopened and in original condition, subject to stock availability. If you wish to exchange an item (e.g., for a different shade), please contact us at contact@dxbbflyer.com with your order number and the desired replacement. Once we confirm availability, we will provide you with an exchange authorization. You will need to send back the original item at your own cost. Upon receipt and inspection, we will ship the replacement item to you. No additional shipping fee will be charged for the replacement shipment, provided the address is the same as the original order.
If the desired replacement item is out of stock, we will issue a refund instead, following the standard refund timeline.
7. Wholesale and Bulk Order Returns
Wholesale and bulk orders are generally considered final sale, except under the following circumstances:
- Items arrive damaged or defective (must be reported within 7 days of delivery with photo evidence).
- Items are incorrect or missing from the shipment (must be reported within 7 days of delivery).
- A prior written agreement with our wholesale team allows for returns under specific conditions.
If a wholesale return is approved, the customer is responsible for return shipping unless the return is due to our error. Approved returns may be subject to a restocking fee of up to 15% of the item value. Wholesale orders that include custom packaging, private labeling, or special production are non-returnable and non-refundable once production has begun, unless the products are defective or materially different from the approved specification.
To report an issue with a wholesale order, contact contact@dxbbflyer.com with your invoice number, item details, and supporting photos. We will review and provide instructions for replacement or credit within 3-5 business days.
8. International Returns and Customs
We ship from our warehouse in Hong Kong SAR to most countries worldwide. If you are returning an item from outside Hong Kong, please mark the package as “Returned Goods” on any customs declaration to avoid unnecessary duties or taxes. Any customs fees, duties, or taxes incurred during the return shipping are the responsibility of the customer, unless the return is due to our error.
If you refuse delivery of an international package due to customs duties and the package is returned to us, we will deduct the return shipping cost and any applicable customs fees from your refund. If the package is not returned to us and is destroyed or abandoned by the carrier, we cannot issue a refund.
Please note that we do not ship to or accept returns from the following destinations: Burundi, Cuba, North Korea, Sudan, Afghanistan, Belarus, Libya, Myanmar, South Sudan, Iraq, Somalia, Syria, Ukraine, Venezuela, Yemen, Iran, and Russia. If an order was placed from one of these locations, it would have been canceled before shipment, and no return is applicable.
9. Restocking Fees
We generally do not charge restocking fees for retail returns that meet all eligibility criteria. However, a restocking fee may be applied in the following situations:
- Returned items are not in their original condition, packaging is damaged, or accessories are missing (fee up to 20% of the item value).
- Wholesale returns approved under our wholesale policy (fee up to 15% as noted in Section 7).
- Items returned after the 30-day window but within 45 days, if we choose to accept them at our discretion.
If a restocking fee applies, it will be deducted from your refund, and we will notify you via email before processing the return.
10. Order Cancellations Before Shipment
If you wish to cancel an order before it has been shipped, please contact us at contact@dxbbflyer.com as soon as possible. We process orders quickly, so we cannot guarantee cancellation after payment. If the order has not yet been dispatched, we will cancel it and issue a full refund. If the order has already been shipped, you will need to follow the standard return process after delivery.
For wholesale orders, cancellations may be subject to fees if production or procurement of materials has already begun. Please refer to the specific terms outlined in your proforma invoice or purchase agreement.
11. Chargebacks and Payment Disputes
We encourage all customers to contact us directly before initiating a chargeback or payment dispute. Most issues can be resolved quickly through communication. Unjustified chargebacks may result in the suspension of your account and refusal of future orders. If a chargeback is filed while a return is already in process, we will provide evidence of the ongoing return and may withhold the refund until the chargeback is resolved by the bank to avoid duplicate credits.
If we believe a chargeback is fraudulent or abusive, we may report the incident to relevant payment networks and law enforcement authorities.
12. Refund for Gift Purchases
If you received an item as a gift and wish to return it, please contact us at contact@dxbbflyer.com with the order number of the original purchaser, if available. We may process the return as store credit or refund to the original purchaser’s payment method, at our discretion. Store credit does not expire and can be used on any future purchase, including wholesale orders if you have a wholesale account.
13. Product Quality Concerns
If you believe a product is not performing as expected or has a quality issue, we want to hear from you. Please contact us with your order number, the batch code (if printed on the packaging), and a description of the issue. We may request photos or ask you to return the product for testing. If the product is found to be defective, we will offer a replacement or refund. If the product is found to be functioning as intended, we may not approve a return, but we will do our best to provide guidance or recommend alternative products.
14. Policy Updates
We may update this Returns & Refunds Policy from time to time to reflect changes in our operations, legal requirements, or customer feedback. The version in effect at the time of your purchase will apply to that transaction. For future purchases, please review the policy again, as it may have changed. We will post the effective date at the top of this page.
15. Contact Information
If you have any questions about this Returns & Refunds Policy, or if you need assistance with a return, please contact us:
HONG KONG HAOJING TRADING LIMITED
Address: RM 5003, 5/F, YAU LEE CENTRE,45 HOI YUEN ROAD, KWUN TONG,HONG KONG
Email: contact@dxbbflyer.com
Hong Kong SAR
Our support team is available Monday through Friday, excluding Hong Kong public holidays, and aims to respond within 2 business days. We appreciate your understanding and look forward to serving you again.
By completing a purchase on our website, you confirm that you have read, understood, and agreed to this Returns & Refunds Policy.