This Return Policy applies to all products purchased through the website operated by COVE ATLAS LIMITED (“we”, “us”, or “our”), a company registered in Hong Kong with its registered address at WORKSHOP 60, 3/F, BLK A, EAST SUN IND CTR, NO. 16 SHING YIP ST, KWUN TONG, HONG KONG. By initiating a return, you acknowledge and agree to the terms and conditions set forth in this Return Policy.
1. Eligibility for Returns
To be eligible for a return, the product(s) must meet the following conditions:
- Return requests must be submitted within 10 calendar days from the date of delivery ;
- The product(s) must be in their original, unused, and undamaged condition, with all original tags, labels, and packaging intact;
- The product(s) must not have been washed, altered, or worn (excluding try-on that does not affect the product’s condition);
- Proof of purchase (e.g., order confirmation email, invoice) must be provided;
- Customized or personalized products are non-returnable unless they are defective or incorrect due to our error.
We reserve the right to refuse returns that do not meet the above eligibility criteria. If a returned product is found to be ineligible, we may ship the product back to you at your expense, or dispose of it with your consent.
2. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact our customer service at (852) 58628701 within the eligible return period, providing your order number, product details, and reason for return;
- Our customer service team will review your return request and, if approved, send you a Return Authorization (RA) number and return shipping instructions via email;
- Package the product(s) securely, including the RA number clearly marked on the outer packaging, and ship the product(s) to the address provided in the return shipping instructions;
- Please retain the shipping tracking number for your returned package to monitor delivery status.
Returns sent without prior approval (i.e., without an RA number) will not be accepted or processed. We are not responsible for lost or damaged packages during return shipping, so we recommend using a trackable and insured shipping method.
3. Return Inspection and Processing
Upon receipt of your returned package, we will inspect the product(s) within 3-5 business days (excluding weekends and Hong Kong public holidays) to verify compliance with our return eligibility criteria.
If the return is approved, we will process your refund or exchange (if applicable) within 5-7 business days after the inspection is completed. If the return is rejected, we will notify you via email of the reason for rejection and provide instructions on next steps.
4. Refund Details
Refunds will be issued to the original payment method used for the purchase. The refund amount will be equal to the purchase price of the returned product(s), excluding any original shipping fees (unless the return is due to our error, such as sending incorrect or defective products).
Please note that refund processing times may vary depending on your payment provider and bank. It may take 7-14 business days for the refund to be reflected in your account. We are not responsible for any delays in refund processing caused by third-party payment providers or banks.
5. Defective or Incorrect Products
If you receive a product that is defective, damaged, or incorrect (e.g., wrong size, wrong color, wrong style) upon delivery, please contact our customer service at (852) 58628701 within 7 calendar days of delivery. Please provide your order number, photos/videos of the defective or incorrect product, and a detailed description of the issue.
Upon verification, we will provide you with a free return shipping label (for eligible regions) and arrange for a replacement, repair, or full refund (including original shipping fees) at your option. We will cover all reasonable return shipping costs for returns due to our error.