Return & Refund Policy
Last Updated: November 28, 2024
Thank you for shopping with Sinocra. We are committed to ensuring your complete satisfaction with our curated traditional and modern Chinese arts and crafts. Please read the following policy carefully to understand your rights and obligations regarding returns and refunds.
1. Your Legal Rights Under Hong Kong Law
In Hong Kong, consumer rights are primarily governed by the Sale of Goods Ordinance (Cap. 26). This law provides you with protection regarding the quality and description of the goods you purchase.
We fully honor these statutory rights. You are entitled to a full refund or exchange if the item you received is:
- Faulty or Defective: The item has a manufacturing flaw or is damaged.
- Not as Described: The item does not match the description, photographs, or specifications provided on our website.
- Not of Satisfactory Quality: Considering the price and description, the product’s condition is not what a reasonable person would expect.
- Unfit for Purpose: The item is unsuitable for its intended purpose.
2. Policy Exceptions: Non-Statutory Returns
It is important to note that Hong Kong law does not provide a statutory “cooling-off” period or right to cancel simply because you changed your mind. Therefore, we regret that we cannot accept returns or offer refunds for the following reasons:
- Change of mind or buyer’s remorse.
- Finding the same item elsewhere at a lower price.
- Incorrect sizing or ordering the wrong item (unless it differs from what was described).
- You no longer have a need for the product.
3. Summary of Your Refund Rights
| Situation | Statutory Right to Refund/Return? | Sinocra’s Policy |
|---|---|---|
| Defective, Faulty, or Damaged Goods | ✅ Yes | Full refund or exchange offered. |
| Item Does Not Match Description | ✅ Yes | Full refund or exchange offered. |
| Change of Mind (Buyer’s Remorse) | ❌ No | Not accepted. |
| Online Purchases (General) | ❌ No cooling-off period | Not accepted for non-faulty items. |
4. Process for Initiating a Return
If you believe your purchase qualifies for a return under our policy, please follow these steps:
- Contact Us: Within 7 days of receiving your order, notify us via email at returns@sinocra.com with your order number and a detailed explanation, along with photographs or videos of the issue.
- Assessment: Our team will assess the claim and may request additional information.
- Approval & Shipping: If the return is approved, we will provide you with instructions on how and where to ship the item.
- Refund: Upon receipt and inspection of the returned item, we will process your refund to the original method of payment within 14 business days.
Please Note: Return shipping costs for eligible items will be the responsibility of the customer, unless the error is due to our fault.
5. Important Considerations
- Custom or Commissioned Pieces: Given the personalized nature of commissioned artworks, these items are typically final sale and cannot be returned unless they arrive damaged or fundamentally different from the commissioned agreement.
6. Disclaimer
This policy is provided in accordance with Hong Kong law and is not intended to be exhaustive. Your statutory rights as a consumer in Hong Kong are not affected.
Need Help? For any questions regarding this policy or to initiate a return, please contact our customer service team at support@sinocra.com.
We hope this policy provides clarity and encourages confidence in your purchases from Sinocra.