Terms of Service

Service 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 committed to providing high-quality home objects and trustworthy services to users around the world. This Service Policy is intended to clearly explain the characteristics of our products, the terms and conditions related to their use, and the rights and responsibilities between you and us. Please read the following content carefully before using this website and making a purchase, so that you fully understand the scope and standards of our services.

I. Product Descriptions and Quality Commitment

Truekoo focuses on the design, development, and sale of vases and home decorative objects. Every product undergoes rigorous design refinement and craftsmanship control, striving to achieve a balance between aesthetic form, tactile material quality, and practical functionality.

  • Material specifications: Our vase products are primarily made from high-quality ceramics, glass, metal, and natural stone materials. Each material undergoes strict selection and testing to ensure safety and durability. For specific material information, please refer to the details provided on each product page.

  • Craftsmanship characteristics: Some products are handmade or feature hand-finished details. As a result, there may be slight variations in size, color, and surface texture. These differences are not defects but rather the unique artistic hallmarks of handmade items, giving each piece its own distinct character.

  • Size and weight: All product dimensions, capacities, and weight data are manually measured or approximated under standard laboratory conditions. Minor deviations within a reasonable range may occur. Please refer to the specific parameters on the product detail page before purchasing and assess them against your own spatial requirements.

  • Color disclaimer: We make every effort to present the true colors of our products through professional photography and color management techniques. However, due to differences in screen settings, brightness, and color calibration across various display devices, there may be slight color variations between the actual product and the web images. This is a normal phenomenon and does not constitute a product quality issue.

We are always committed to presenting product information in a truthful, accurate, and complete manner, and we continuously work to improve our product designs and craftsmanship. If you have any questions about product details, you are welcome to contact us via our official email.

II. Intellectual Property and Brand Rights

The Truekoo brand and all content contained on this website, including but not limited to product designs, appearance patterns, trademark logos, text descriptions, images, page layouts, and website source code, are owned by HONGKONG KATE LIMITED or its authorized parties and are protected by international copyright laws, trademark laws, and relevant intellectual property regulations.

Without our prior written authorization, no individual or entity may copy, reproduce, distribute, display, modify, sell, or use any content for commercial purposes in any form. You are only permitted to browse, use this website, and purchase products for personal, non-commercial purposes. Any infringement of Truekoo's intellectual property rights will result in legal action in accordance with applicable laws.

III. Order Placement and Contract Formation

When you place an order on this website, your action constitutes an offer to purchase. We reserve the right to accept or decline your order based on inventory availability, payment verification results, and the completeness of order information.

  • We will send you an order confirmation email upon receipt of your order. This email only indicates that we have received your purchase request and does not signify contract formation.

  • The contract of sale shall be formally established when we complete order picking, packaging, and send the shipping confirmation email.

  • We reserve the right to cancel orders and issue full refunds in rare circumstances (such as system pricing errors, actual product unavailability, or inability to supply). In such cases, we will notify you promptly via email with an explanation.

IV. Pricing and Payment

All product prices on this website are listed in USD (United States Dollars) and include basic shipping costs (free worldwide shipping). The specific price is based on what is shown on the product detail page and in your shopping cart at the time of ordering.

  • We reserve the right to adjust product prices based on market changes, raw material costs, and exchange rate fluctuations. Adjusted prices will be updated on this website immediately and will not affect confirmed orders.

  • Payment methods include major international credit cards, debit cards, and other designated online payment channels. All payment information is transmitted through encrypted channels to ensure your financial security. Please note that we do not support WeChat Pay or Alipay.

  • If your payment method incurs cross-border handling fees or currency conversion charges, such fees are levied by your issuing bank or payment service provider and are unrelated to us. Please consult your relevant institution in advance.

V. Global Shipping and Delivery

We offer worldwide delivery services. For specific processing times, shipping methods, and transit durations, please refer to our Shipping Policy. The following are basic service principles:

  • We will dispatch your order within 1 to 3 business days after order confirmation (except for pre-order and custom items) and provide you with logistics tracking information via email.

  • All orders enjoy free worldwide standard shipping.

  • The risk of delivery transfers to you upon successful delivery by the logistics carrier. If delivery fails, the package is returned, or additional fees are incurred due to recipient-related reasons, the associated responsibility and costs shall be borne by you.

VI. Returns, Exchanges, and After-Sales Support

We fully understand the importance of each product to your living space, which is why we have established a clear and fair return and exchange policy to protect your shopping rights.

  • Return application deadline: Please submit your return request via our official email within 14 days from the date of receipt. Applications submitted after this period may not be accepted.

  • Return conditions: We take responsibility for quality issues, incorrect items, or shipping damage. For change-of-mind returns (within 7 days), the product must be in perfect condition, unused, and in a resalable state, with shipping costs borne by you.

  • Refund processing: After we receive the returned product and complete quality inspection (typically within 3 to 5 business days), we will process the refund via the original payment channel. The actual crediting time depends on your bank or payment service provider's processing speed.

  • After-sales inquiries: If you have any questions about product care, cleaning methods, or display tips during use, you are also welcome to contact us via our official email. We will do our best to provide you with professional advice.

VII. User Responsibilities and Obligations

When using this website and purchasing Truekoo products, you agree to comply with the following guidelines:

  • All personal information you provide (including name, address, contact details, and payment information) must be truthful, accurate, and complete. Any loss or liability arising from incorrect information shall be borne by you.

  • You shall not use this website for any illegal, fraudulent, or rights-infringing activities.

  • You shall not interfere with or disrupt the normal operation of this website in any manner, including but not limited to distributing viruses, maliciously attacking, or gaining unauthorized access to system data.

  • Products purchased by you are for personal home use only and shall not be resold or used for commercial purposes without authorization. If we discover bulk purchases for commercial resale, we reserve the right to restrict orders, cancel transactions, and refuse future service.

VIII. Disclaimers

To the fullest extent permitted by applicable law, Truekoo and HONGKONG KATE LIMITED shall not be liable for the following circumstances:

  • Order delays, inability to perform, or service interruptions caused by force majeure events (including but not limited to natural disasters, wars, strikes, government actions, pandemics, network outages, power failures, etc.);

  • Product damage or loss caused by user-related factors (such as improper use, negligent storage, or intentional damage);

  • Delivery issues caused by third-party logistics carriers (such as transit delays, package loss, or misdelivery), although we will make reasonable efforts to assist you in communicating with the logistics provider to resolve the issue;

  • Natural wear, oxidation, or color changes resulting from normal product use, which are inherent material characteristics and do not constitute quality defects.

We always handle every order and every user request with integrity and a responsible attitude, but we cannot be held liable for events beyond our reasonable control.

IX. Modification and Update of Service Terms

We reserve the right to amend this Service Policy from time to time based on business development, changes in laws and regulations, or market conditions. Any changes will take effect upon the publication of the updated version on this page, superseding all previous versions. We recommend that you periodically review this page to stay informed of the latest service terms. If you continue to use this website or make purchases after policy changes, it will be deemed as your acceptance of the updated terms.

X. Contact Information and Communication Channels

We place great importance on the opinions and needs of every user. Although we do not offer real-time online chat, all emails sent to our official email address will be carefully reviewed and personally responded to by dedicated staff. Typically, we will reply within 1 to 2 business days; complex matters may require additional time, and we appreciate your patience. Please ensure that you provide sufficient order information and detailed descriptions in your email, so that we can handle your request efficiently and accurately.

We firmly believe that clear and transparent service policies are the foundation of trust between a brand and its users. Truekoo will continue to bring beautiful home experiences to users worldwide through rigorous product standards, comprehensive service processes, and sincere communication. Thank you for choosing Truekoo. We hope our products will add a touch of serene and enduring artistry to your living space.

GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you shall be governed by and construed in accordance with the laws of Hong Kong.

Brand name: Truekoo
Website: www.truekoo.com
Email: customer@truekoo.com
Company Name: HONGKONG KATE LIMITED
Company Address: UNIT E01 10/F WONG KING1 INDUSTRIAL BUILDING NO 2-4 TAI YAU STREET SAN PO KONG KL