Refund policy

Customer Satisfaction

We are committed to ensuring that you are 100% satisfied with your order.

If you encounter any issue with your order after delivery, please contact us within 7 days of delivery.

Please do not return any items without prior confirmation from our customer service team.

1. Eligible Refund & Replacement

We offer a replacement or refund in the following cases:

  • Damage that occurred during shipping
  • Incorrect item received (wrong product, part, material, or size)
  • Clear manufacturing defects or quality issues
  • Product that is materially different from the approved design proof or agreed specifications

Important Note for Custom Products

Due to the nature of custom-made products, refunds are not available in the following cases:

  • Issues caused by customer-submitted designs, files, specifications, instructions, spelling or typographical errors, or other customer-provided information
  • The product meets the approved order specifications but does not match the customer's personal expectations
  • Import duties, taxes, or additional charges (these are the responsibility of the buyer)

2. Quality Dispute Resolution

If you have any quality-related concerns, please follow the process below:

  1. Contact us within 7 days of receiving the product.
  2. Provide your order number and clear photos or videos of the issue.
  3. We will review your case within 3–5 business days. If a refund is approved, we will initiate the refund after the resolution is confirmed. The time for the refund to appear in your account depends on your payment provider.
  4. Depending on the situation, we may offer:
    • Free replacement
    • Partial or full refund
    • Reproduction of the product

We are committed to providing fair and reasonable solutions.

3. Shipping & Returns

  • If the return is due to customer reasons, the customer is responsible for the return shipping costs.
  • If the issue is caused by our error, we will cover all related return and replacement shipping costs.
  • Please do not return any items without prior approval from our customer service team.
  • The exact return shipping address and return instructions will be provided via email after your return request has been reviewed and approved.
  • We do not charge any restocking fees for approved returns.

4. Order Cancellation

Customers may request to cancel an order within 24 hours of order placement for a full refund, provided that production has not already begun.

After 24 hours, cancellation requests may be accepted at our discretion only if production has not yet started and no order-specific costs have been incurred.

Once production, customization, or other order-specific work has started, or once the order has been shipped, cancellation is no longer possible.

5. Force Majeure & Shipping Disclaimer

We are not responsible for delays or failures caused by events beyond our control, including but not limited to:

  • Natural disasters (earthquakes, typhoons, floods, etc.)
  • War, civil unrest, or government actions
  • Customs inspections or clearance delays
  • Delays or losses caused by international shipping carriers
  • Other unforeseeable force majeure events

We will assist in tracking and support where possible, but delivery timelines cannot be guaranteed under such circumstances.

6. Refund Process

Refunds will be issued to the original payment method. The time required for the refund to appear in your account may vary depending on your payment provider, bank, or financial institution.

The actual time for the refund to appear in your account may vary depending on your bank or payment provider.

We do not charge any restocking fees for approved returns.

7. Contact Information

Company Name: MAKILILI TECHNOLOGY CO., LIMITED
Address: Room 232, 2/F, Secure House, 68 How Ming Street, Kwun Tong, Kowloon, Hong Kong
Email: support@makilili.com