Effective Date: Takes effect upon completion of negotiations and payment of fees.
Applicable Platform: This website
Operating Entity: Hong Kong Liantuo Technology Innovation Co., Limited
Service Scope: Cartoon doll design, R&D, customized production, finished product sales, design consulting and related supporting services (hereinafter collectively referred to as "Services")
1. Scope of Application of the Policy
This Refund Policy applies to all cartoon doll products and related services purchased by users through this website, including but not limited to:
(1) Standardized finished dolls (in-stock, pre-sale);
(2) Customized doll products (including image customization, size customization, LOGO printing, etc.);
(3) Design and R&D services (including customized design schemes, IP co-branding R&D, etc.).
Users applying for refunds must strictly comply with the provisions of this Policy. Matters not explicitly stipulated in this Policy shall be implemented with reference to the Hong Kong Consumer Rights Protection Ordinance and the website's Terms of Service.
2. Refund Rules for Standardized Finished Dolls
2.1 7-Day No-Questions-Asked Return and Exchange
(1) After receiving the standardized finished doll, users may apply for no-questions-asked return and exchange within 7 calendar days from the day after signing for receipt, subject to the following conditions:
• Intact product: Unopened, unused, free of stains and damage, with complete accessories (such as packaging, labels, gifts);
• Does not affect secondary sales: The doll is free of deformation, odor, modification marks, and does not damage the original attributes of the product;
• Provision of valid documents: Order number and real photos of the product (including overall view, details, and packaging) must be submitted.
(2) Shipping cost liability for no-questions-asked return and exchange:
• Non-quality issues: Round-trip shipping costs shall be borne by the user;
• Orders with free shipping for meeting the minimum purchase amount: If the user applies for no-questions-asked return, the shipping fee waived in the order shall be deducted.
2.2 Refunds for Quality Issues
(1) If the received finished doll has the following quality issues, users may apply for a refund/exchange within 15 calendar days from the day after signing for receipt:
• Material inconsistency: The actual material is inconsistent with the website description or promotion (e.g., marked as "plush" but actually chemical fiber);
• Craftsmanship defects: Obvious thread breakage, excess glue, missing accessories, embroidery errors, uneven filling, etc.;
• Size deviation: The error between the actual size and the marked size exceeds ±3% (excluding reasonable errors from handcrafting);
• Safety hazards: Odorous materials, severe color fading, unprocessed sharp edges and corners, and other non-compliance with the GB 6675 Toy Safety Standard.
(2) Shipping costs and refund methods for quality issues:
• Shipping cost liability: Round-trip shipping costs shall be borne by us. Users need to advance the shipping costs first and reimburse them with logistics documents (the maximum reimbursement amount shall be in accordance with the regular shipping standard announced on the website);
• Refund options: Users may choose a full refund, replacement of the same product, replacement of other products of equal value, or free repair (such as mending thread breakage).
2.3 Refunds for Pre-Sale Finished Products
(1) During the pre-sale period (before shipment): Users may apply for a full refund, which will be credited to the account within 3-5 working days after the application is approved;
(2) After the pre-sale product is shipped: Implemented in accordance with Clause 2.1 (No-Questions-Asked Return and Exchange) or 2.2 (Quality Issues) of this Policy;
(3) If the pre-sale product is delayed in shipment for more than 15 working days due to our reasons, users may apply for a full refund without bearing any costs.
3. Refund Rules for Customized Dolls and Services
3.1 Core Principle for Refunds of Customized Services
Due to the characteristics of "exclusive design and on-demand production" of customized products/services, no refunds will be given for non-quality issues. Quality issues shall be handled in accordance with the following provisions.
3.2 Refund Agreements for Customized Services at Different Stages
(1) Before the design scheme is confirmed:
• If the user applies to cancel the customization, they shall pay the fee for the initial draft of the design scheme (calculated as 20% of the total customization price, with a minimum of not less than approximately 200 US dollars), and the remaining paid amount shall be fully refunded;
• If we are unable to provide the design scheme due to our reasons (such as technical limitations), the full advance payment/deposit paid by the user will be refunded.
(2) After the design scheme is confirmed but before production starts:
• If the user applies to cancel the customization, they shall pay the design fee (calculated as 30% of the total customization price), and the remaining amount will be refunded;
• If we are unable to start production due to our reasons (such as raw material shortage), the full paid amount will be refunded, and a penalty of 10% of the total customization price may be compensated to the user upon request.
(3) During production or after production is completed:
• Non-quality issues: No refunds or exchanges will be given;
• Quality issues:
◦ Minor quality issues (such as small-scale excess glue, slight size deviation that does not affect use): Provide free repair or partial refund (the refund ratio is 10%-30% of the total customization price, subject to negotiation based on the severity of the issue);
◦ Major quality issues (such as serious inconsistency with the confirmed scheme, material fraud, inability to use normally): Users may choose a full refund, free re-production, or replacement of customized products of equal value. Round-trip shipping costs shall be borne by us.
3.3 Standards for Defining Quality Issues of Customized Products
(1) Consistency with the confirmed scheme: The core elements of the doll's image, size, material, LOGO position, etc., deviate by more than 5% from the final confirmed design scheme by both parties;
(2) Craftsmanship standards: Failure to meet the conventional production standards of the industry or the craftsmanship requirements promised by us;
(3) Safety standards: Violation of the GB 6675 Toy Safety Standard and existence of safety hazards.
4. Refund Rules for Design and R&D Services
(1) Design and R&D services (such as commercial cooperation design, IP co-branding R&D) require signing a special service agreement, and refunds shall be implemented in accordance with the agreement;
(2) In the absence of a special agreement, the following provisions shall apply:
• Before the service starts: If the user applies to cancel, the full paid fee will be refunded;
• After the service starts (part of the design results have been delivered): Settle fees according to the proportion of completed work, and refund the remaining part (the workload shall be confirmed by both parties based on the design progress);
• After the service is completed (all design results have been delivered and confirmed by the user): No refund will be given.
5. Refund Application Process
5.1 Application Methods
Users must submit a refund application through the following methods. Failure to apply within the time limit shall be deemed as automatic waiver of the right to a refund:
• Contact online customer service (9:00-18:00 on working days);
• Send an email to: hkltltdwjh@163.com (subject: "Refund Application + Order Number");
• Call the contact number: 0085290961477 (9:00-18:00 on working days).
5.2 Application Materials
The following materials must be provided for review:
• Order number and payment proof;
• Real photos and videos of product/service issues (clearly showing details of the issues);
• For customized services, additional design scheme confirmation records and communication records must be provided;
• Other materials helpful for verifying the situation.
5.3 Review and Processing Process
(1) Review period: The review will be completed within 3 working days after receiving the application. For complex cases (such as disputes over customized product quality), the review period may be extended to 5 working days;
(2) Result notification: The review result will be notified to the user via SMS, email, or customer service message;
(3) Return requirements: If the review is approved and a return is required, the user must send the product back to the designated address (provided by the customer service) within 7 calendar days after receiving the notification. Failure to send it back within the time limit shall be deemed as waiver of the refund;
(4) Refund crediting: After we receive the returned product and verify its qualification, the refund will be completed within 3-5 working days. The refund will be returned to the user's original payment account (bank card, Alipay, WeChat Pay, etc.), and the crediting time shall be subject to the rules of the payment platform.
6. Non-Refundable Circumstances
No refunds will be given in the following cases. Thank you for your understanding:
(1) Refund applications for customized products/services due to non-quality issues;
(2) Standardized finished dolls that have been opened, used, damaged, or have missing accessories resulting in inability to conduct secondary sales;
(3) Demand changes, accidental purchases, or dislike (non-quality issues) caused by the user's own reasons, and exceeding the no-questions-asked return and exchange period;
(4) Minor color differences of products due to shooting light, display settings, etc. (subject to the actual product, not deemed as quality issues);
(5) Design/production deviations caused by the user's failure to provide customized demand information as agreed;
(6) For the value corresponding to used gifts and coupons, if the user applies for a full refund, the amount of the gifts/coupons shall be deducted;
(7) Exceeding the refund application period stipulated in this Policy.
7. Special Notes
(1) Cross-border orders: For cross-border sales of doll products, refunds must comply with the relevant laws, regulations, and customs policies of the target country/region. Tariffs, customs clearance fees, etc., shall be borne through negotiation based on the actual situation. For details, please consult customer service;
(2) Force majeure: If the performance of the service is impossible due to force majeure such as natural disasters, wars, or policy adjustments, neither party shall bear liability for breach of contract. The paid amount shall be settled and refunded according to the actual performance situation;
(3) Gift handling: When applying for a refund, the gifts must be returned together. If the gifts have been used or damaged, the corresponding fees shall be deducted according to the value of the gifts;
(4) Policy updates: We reserve the right to modify this Refund Policy according to business adjustments or changes in laws and regulations. The revised policy will be notified through website announcements. The user's continued use of the services shall be deemed as acceptance of the revised policy.
8. Contact Us
If you have any questions about the Refund Policy or need assistance in submitting a refund application, you can contact us through the following methods:
• Customer service phone: 0085290961477
• Contact email: hkltltdwjh@163.com
• Contact address: Room D07, 8th Floor, Kai Tak Building, 99 King Fuk Street, San Po Kong, Wong Tai Sin District, Kowloon, Hong Kong
• Online customer service: "Customer Service Consultation" entrance on this website (9:00-18:00 on working days)
