Return Policy

Effective Date: September 14, 2026

1. Scope

This policy applies to product inquiries, orders, and related after-sales services conducted through this website. Specific conditions for returns and exchanges are subject to the terms specified in the order or the commercial terms confirmed by both parties.

2. Eligible Situations for Returns/Exchanges

Please contact us promptly if any of the following occur:

• The product has quality issues;

• The received product does not match the order;

• Significant damage occurred during shipping;

• The product quantity does not match the order.

3. Ineligible Situations for Returns/Exchanges

Returns or exchanges are generally not accepted in the following cases:

• The product has been used, washed, or damaged by the user;

• Damage caused by improper storage;

• Customized, OEM, or ODM products;

• Special orders that have been confirmed and accepted;

• Returns or exchanges requested due to personal reasons.

Hair care and personal care products are subject to hygiene requirements; products that have been unsealed or used may not be eligible for return or exchange. We will handle cases involving quality issues based on the specific circumstances.

4. Application Process

To request a return or exchange, please provide your order details, photos of the product, and a description of the issue. Once confirmed, we will inform you of the specific resolution method and return instructions.

Return Address:B27 SHING LEE COMM BLDG 8 WING KUT ST CENTRAL HONG KONG

Note: Returning products without prior confirmation may result in the return not being processed correctly.

5. Return Shipping Costs

Return shipping costs resulting from product quality issues, incorrect shipments, or shipping damage will be covered by us, subject to the specific circumstances; costs arising from the customer's personal reasons are generally borne by the customer.

6. Exchanges and Refunds

Upon confirmation of the return, we may offer an exchange, a replacement shipment, or a refund, depending on the situation. The refund amount and method will be based on the actual payment made for the order.

7. Wholesale and Custom Orders

Rules regarding returns and exchanges for B2B wholesale, OEM/ODM, and customized products are governed by the contracts, orders, or commercial terms confirmed by both parties.

8. Contact Us

If you have questions regarding returns or exchanges, please contact us via email at trynex@nkoet.com. We will assist you based on the details of your order.