Refund policy
At Hongxiu Swim, we stand behind the quality of our products and are committed to resolving issues in a fair and transparent manner. This policy applies to Ready to Sell, Intro Pack, Private Label, and Trims & Packaging orders.
1. Intro Pack & Ready to Sell
If you receive a product with a manufacturing defect or an incorrectly sent item, please contact us within 14 days of delivery at service@wearhongxiu.com with:
- Your order number
- A description of the issue
- Supporting photos
We will review your claim and propose an appropriate resolution, which may include a replacement, exchange, or refund.
We do not accept returns or issue refunds for change of mind, incorrect size selection, or other non-quality-related reasons. All Intro Pack sales are final.
2. Private Label — Sample Orders
If a sample deviates clearly from the agreed style selections and label specifications, we will revise or remake it at no additional charge.
Sample fees are non-refundable. Dissatisfaction with fit or style preference alone is not grounds for a refund or remake.
3. Private Label — Bulk Orders
If you receive bulk items with manufacturing defects — such as faulty workmanship or significant deviations from the confirmed sample — please notify us within 14 days of delivery at service@wearhongxiu.com with:
- Your order number
- A description of the issue
- Supporting photos clearly showing the defect
Depending on the nature of the issue and our production schedule, we may offer one of the following resolutions:
- A replacement or remake of the affected items
- A partial or full refund
- A discount on the invoice
4. Trims & Packaging
If you receive items with manufacturing defects or items that deviate significantly from the approved artwork and specifications, please notify us within 14 days of delivery following the same claim process above.
Custom trims and packaging are produced to buyer-provided artwork. We are not responsible for errors, omissions, or legal non-compliance in buyer-provided artwork or specifications. All approved artwork is final — no amendments can be made after production has commenced.
5. Accepted Deviations
Products are only considered defective if they do not match the specifications documented in your confirmed order. The following are not considered defects and are not grounds for a claim:
- Minor color variations due to differences between screen display and physical materials
- Slight dimensional tolerances within industry-standard ranges
Informal or verbal instructions are not valid grounds for claims.
6. Buyer Responsibility
It is the buyer's responsibility to ensure that all order information, label artwork, and specifications are complete, accurate, and legally compliant before confirming an order. Claims arising from buyer-provided errors will not be accepted.
7. Damages in Transit
We are not responsible for damage caused during transit. If your shipment arrives visibly damaged, please document the condition upon receipt and contact your carrier directly to file a claim.
8. Returns
We do not provide a return address as standard procedure. Do not ship items back without prior written confirmation from our team. Unauthorized returns will not be processed.
If a return is deemed necessary following our review, we will provide full instructions at that time.
Need Help?
For any quality concerns or claims, please contact us at service@wearhongxiu.com or visit our Contact page. We aim to respond to all enquiries within 2 business days.