Last Updated: August 6, 2026
At our company, we are committed to delivering high-quality skincare products and professional OEM/ODM manufacturing services. Due to the customized nature of many of our products, our Refund and Returns Policy differs from that of traditional retail businesses.
Please read the following policy carefully before placing an order.
1. Sample Orders
Sample orders are intended for product evaluation before bulk production.
If a sample arrives damaged, defective, or incorrect due to our error, please notify us within 7 calendar days after delivery and provide:
- Your order number
- A description of the issue
- Clear photos or videos of the product and packaging
After verification, we will, at our discretion:
- Send a replacement sample, or
- Issue a full or partial refund.
Samples that have been opened, tested, or used cannot be returned unless there is a verified manufacturing defect.
2. OEM, ODM & Private Label Orders
OEM, ODM, Private Label, and customized products are manufactured according to customer-approved specifications, including but not limited to:
- Formula
- Ingredients
- Fragrance
- Color
- Packaging
- Labels
- Artwork
- Printing
- Product size
- Custom boxes
Because these products are made specifically for each customer, all customized orders are non-refundable and non-returnable once production has begun.
Please carefully review all quotations, artwork, packaging files, formulations, and production approvals before confirming your order.
3. Bulk Orders
Customers should inspect all products promptly after receipt.
Any claim regarding:
- Manufacturing defects
- Shipping damage
- Incorrect products
- Quantity discrepancies
must be submitted within 15 calendar days of delivery.
Claims submitted after this period may not be accepted.
4. Quality Claims
If you believe a product has a manufacturing defect, please provide:
- Order number
- Batch or Lot Number
- Product name
- Detailed description
- Photos and/or videos
- Supporting testing results (if applicable)
We reserve the right to investigate all quality claims before determining an appropriate resolution.
Depending on the circumstances, we may provide:
- Replacement products
- Partial refund
- Credit toward a future order
- Other mutually agreed solutions
5. Products That Cannot Be Returned
Returns are not accepted for:
- Private Label products
- OEM products
- ODM products
- Customized formulations
- Customized packaging
- Customized labels
- Products manufactured according to approved artwork
- Products damaged due to improper storage or handling by the customer
- Products that have expired due to customer storage conditions
6. Order Cancellation
Standard sample orders may be canceled before shipment.
OEM, ODM, and customized production orders may only be canceled before production begins.
Once raw materials have been purchased, packaging has been printed, or manufacturing has started, cancellation requests cannot be accepted.
Any costs already incurred will remain the customer’s responsibility.
7. Shipping Damage
If your shipment arrives visibly damaged, please:
- Notify the delivery carrier immediately.
- Take photographs of the outer packaging and damaged products.
- Contact us within 7 days after delivery.
We will assist in filing shipping claims when applicable.
8. Refund Processing
Approved refunds will be processed using the original payment method unless otherwise agreed.
Refund processing generally takes 5–10 business days, depending on your payment provider.
Bank processing times may vary.
9. Limitation of Liability
Our liability is limited to the purchase price of the affected products.
We are not responsible for indirect, incidental, consequential, or special damages, including but not limited to loss of profits, business interruption, or loss of market opportunities arising from the use of our products.
10. Contact Us
If you have any questions regarding this policy or need assistance with your order, please contact us.
Email: info@hkrnovalix.com
Website: https://www.hkrnovalix.com
We are committed to resolving all customer concerns promptly and professionally.