Return Policy

Return Policy | Truekoo

This website is operated and managed by HONGKONG KATE LIMITED, and Truekoo is the independently operated home design brand under the company. We are consistently committed to providing every user with high-quality products and trustworthy services. To protect your shopping rights, we have established a clear, reasonable, and transparent return policy. Please read the following terms carefully before making a purchase. Should you have any questions, feel free to reach out to us via our official email.

I. Conditions for Return Acceptance

We understand that online shopping may not always fully meet your expectations. You may apply for a return under the following circumstances:

  1. Product quality issues: If the vase has obvious damage, cracks, significant flaws, or craftsmanship defects that affect normal use, we will process the return after verification.

  2. Incorrect item sent: If the product you received does not match the style, color, size, or quantity you ordered, we will take responsibility and arrange a return or exchange.

  3. Shipping damage: If the product is damaged during transit, please inspect it upon delivery. If the outer packaging shows obvious compression, deformation, or product damage, please take photos immediately and contact us within the specified timeframe.

  4. Change-of-mind returns within 7 days: If you wish to return a product due to personal preference or style mismatch, you may submit a request within 7 days from the date of receipt. However, the product must be unused, with original packaging intact, in perfect condition, and in a resalable state. In such cases, round-trip shipping costs shall be borne by you.

The following situations are NOT eligible for return:

  • Products that have been used, washed, modified, or damaged by human factors;

  • Missing original packaging, labels, or accessories;

  • Scratches or dents caused by personal negligence;

  • Return requests submitted beyond the specified deadline;

  • Clearance items or products marked as "final sale."

II. Return Application Process

To ensure a smooth return, please follow the steps below:

Step 1: Submit an application
Please send a return request via our official email within 14 days from the date of receipt. The email must include the following information:

  • Order number;

  • Purchaser's name and contact information;

  • Reason for return (with description);

  • Photos of the product (in case of quality issues or shipping damage, please provide clear photos from multiple angles).

Step 2: Obtain return authorization
Our after-sales team will review your request within 2 business days of receiving the email and notify you of the result via email. If the return is approved, we will send you a return authorization confirmation along with the return shipping address. Please note that products returned without prior authorization may not be processed.

Step 3: Arrange return shipping
Once you receive the authorization confirmation, please ship the product, along with the original packaging, all accessories, and any gifts (if applicable), within 7 days. Use a trackable shipping method to the designated address. Be sure to keep the shipping receipt and tracking number for future reference.

Step 4: Quality inspection and refund
After we receive the returned product, we will conduct a quality inspection, which typically takes 3–5 business days. Upon passing inspection, we will process the refund via the original payment method. The refund amount will be the actual amount paid for the product (excluding the original shipping cost). You will receive an email notification once the refund is completed.

III. Important Notes

  • Round-trip shipping costs will be borne by us if the return is due to our responsibility (quality issues, incorrect items, etc.); if the return is due to personal reasons, shipping costs will be borne by you.

  • We recommend using the original packaging with additional protective materials. As vases are fragile items, damage caused by inadequate packaging during return shipping will not be accepted.

  • For international orders, return timelines and shipping costs may differ due to customs clearance and tariff factors. Please confirm with us via email in advance.

  • Refund arrival time depends on the payment channel and bank processing speed. Typically, funds will be credited within 3–7 business days after our refund confirmation.

IV. After-Sales Service Commitment

We deeply value the trust and choices of every user. If you have any questions about material care, cleaning methods, or display tips during product use, you are welcome to reach out to us via our official email. Although we do not offer live online chat, every email will be carefully read and personally responded to by a dedicated team member, ensuring that your questions receive timely, accurate, and thoughtful attention.

We believe that a transparent and fair return policy is not only a foundation for protecting consumer rights but also a reflection of a brand's integrity. Truekoo will continue to treat every product and every delivery with rigorous care, striving to ensure that every user can shop with confidence and enjoy their purchase with satisfaction.

Should you have any questions about this return policy or require further assistance, please do not hesitate to contact us through the official email below. We will respond as promptly as possible upon receiving your message. Thank you for your understanding and support.