Return Policy
The official website of Histyl is fully operated and managed by HONGKONG KATE LIMITED. To protect the legitimate rights and interests of all customers, standardize the after-sales return and exchange service standards for products, and comply with the product attributes of our apparel items, we have formulated the following official unified return policy. This policy applies to all topwear products sold on this website. All customers who purchase products from our website shall be deemed to have recognized and accepted all terms of this return policy. Adhering to a rigorous, standardized and fair after-sales service philosophy, the brand solves customers’ after-sales problems with standardized procedures and strives to provide reliable and reassuring after-sales guarantees for every shopper.
I. Eligibility for Returns and Exchanges
To protect the legitimate rights and interests of both parties, only products that fully meet the following conditions are eligible for return or exchange services. Applications that fail to meet the requirements will not be accepted.
1. Time Limit: Customers may submit a formal return or exchange application within thirty (30) calendar days after receiving the products. Any application submitted beyond this time limit will no longer be accepted. Customers are recommended to inspect the product condition promptly upon receipt to check for quality defects, size issues, version problems and other relevant conditions.
2. Product Condition Requirements: All products applying for return or exchange must be brand new and unused, without any stains, wear, snagging, deformation, peculiar smell or other man-made damage. All original tags, care labels, outer packaging and attached accessories must be completely retained without removal, loss or damage to ensure the product is resalable. Any product that has been worn, cleaned, modified or damaged and thus cannot be resold will result in an immediate rejection of the return or exchange application.
3. Applicable Scenarios: Return and exchange services are available for products with factory defects, craftsmanship flaws, fabric problems, incorrect or missing deliveries, and significant inconsistencies between the actual product and website descriptions caused by the brand side. Services are also accessible for personal reasons such as inappropriate sizes or unsatisfactory styles without quality issues. All applications are subject to review and confirmation by our professional after-sales team before entering the subsequent processing procedures.
4. Special Notes: For returns or exchanges due to personal reasons without quality problems, the relevant logistics fees shall be borne by the customer. For returns or exchanges caused by product quality defects or brand delivery errors, the relevant logistics fees shall be covered by the operator. The brand does not accept overdue returns, returns due to man-made damage, or returns of partially worn products.
II. Non-Returnable and Non-Exchangeable Situations
To clarify after-sales standards, the following situations are not covered by return and exchange services, and the brand reserves the right to reject relevant applications:
1. Applications submitted beyond the 30-day after-sales time limit;
2. Products with missing or damaged tags and care labels, damaged outer packaging, or products with obvious wearing traces, cleaning marks, stains, breakage, deformation, peculiar smell or other conditions that affect secondary sales;
3. Products damaged due to artificial modification, tailoring, repair, improper personal storage or external force damage;
4. Products purchased through unofficial channels that are not sold by this website do not qualify for the brand’s return and exchange policy;
5. Slight craftsmanship differences and minor color variations caused by shooting light differences and display device deviations, which do not constitute product quality problems.
III. Standard Return Procedure Guidelines
To ensure efficient and orderly processing of return and exchange applications, all requests must follow the official procedures below. Applications not submitted in accordance with the specified process will not be processed normally.
Step 1: Self-inspection and Document Preparation. After confirming that your order and products meet the return and exchange conditions, prepare valid documents including the order number, clear product photos and detailed problem pictures, and specify the exact reason for your application to ensure all evidence is authentic and valid.
Step 2: Submit Application via Official Channel. The brand does not provide online customer service, WeChat or Alipay support. All return and exchange applications must be submitted via our official email. Please send your application to customer@histyl.com, with clear remarks of your order number, recipient information, return or exchange reason, product evidence pictures and personal demands for rapid verification and review by our after-sales team.
Step 3: Official Review and Feedback. Our after-sales team will complete document verification and product review within 3 to 5 working days after receiving your email application. The review result, application status, return instructions and designated return address will be replied via the original email channel.
Step 4: Product Return and Information Retention. After receiving the approval notification, please pack the product completely with all original accessories intact, send it back via formal logistics channels according to the designated address, and keep the logistics tracking number properly. Official email records serve as the only valid basis for all after-sales communication, and no third-party communication channels are recognized.
Step 5: Receipt Verification and After-sales Processing. After receiving the returned products, HONGKONG KATE LIMITED will conduct a secondary inspection of product condition and packaging integrity. Once verified, refunds or exchanges will be completed within the official processing cycle, and the final processing result will be notified to the customer via official email.
IV. Important Return and Exchange Notices
1. All return and exchange procedures are solely based on official email communication records. No third-party channels are authorized for after-sales processing. Customers shall not trust unofficial after-sales information to avoid unnecessary losses.
2. The refund processing time depends on the official processing cycle after verification. All refund procedures are standardized without additional handling fees or service charges. No exclusive membership or discount-related after-sales privileges are provided.
3. Customers shall properly protect products during return transportation to avoid secondary damage. The brand shall not be responsible for product damage or loss caused by logistics transportation.
4. The brand reserves the right to reject applications and suspend subsequent after-sales services for any false evidence submission or malicious return and exchange requests.
5. The brand reserves the final right of interpretation of this return policy. We will optimize and adjust the after-sales policy according to operational development needs. Revised policies will be posted on the official website www.histyl.com and take effect immediately upon publication.