Return Policy

This Return Policy applies to all miscellaneous household products (including faucets and related hardware categories) sold through this website, which is operated by HONGKONG KATE LIMITED under its brand Jenniy. HONGKONG KATE LIMITED, as the operating entity, is fully responsible for the review, processing, and follow-up of all return requests. Jenniy, as the brand owner, is responsible for establishing and enforcing product quality standards. Both entities work in coordination within the same corporate system to ensure that every return request is handled in a standardized and reasonable manner.

To protect your legitimate rights and interests, please inspect the product appearance, model, quantity, and packaging integrity promptly upon receipt. If you discover any issues, you must submit a return or exchange request within 30 days from the date of delivery. Requests submitted after this period will not be accepted.

I. Return and Exchange Conditions

A return or exchange may be requested under the following circumstances:

1. Product quality defects: Functional failures, structural damage, leakage, deformation, or significant surface flaws that occur before normal use and are verified to have arisen from manufacturing or transportation.

2. Product does not match the order: The received item's model, specifications, dimensions, color, or style do not match what was selected at the time of ordering.

3. Packaging damage affecting usability: Severe damage to the outer packaging during transit that results in contamination, scratches, or missing components of the product itself, preventing proper installation or use.

4. Missing accessories: Essential included accessories such as mounting hardware, instruction manuals, sealing rings, or wrenches are incomplete and cannot be resolved through supplemental shipment.

Returns or exchanges will not be accepted under the following circumstances:

1. Product malfunction or cosmetic damage caused by improper user installation, disassembly, modification, or man-made damage.

2. Products that have been installed and used for more than 7 days, with return requests based on subjective reasons (such as personal preference, incorrect size estimation, or color dissatisfaction) that are not quality-related.

3. The product's outer packaging has been severely soiled or discarded, making it unfit for resale (except in cases of quality issues).

4. Unsatisfactory performance due to the usage environment (such as water pressure, water quality, or temperature) not meeting the product's applicable conditions.

5. Clearance sale items, custom-made products, or items explicitly marked as "non-refundable and non-exchangeable unless quality issues exist."

II. Return and Exchange Process

Please follow the steps below to process your return or exchange:

Step 1: Submit a request
Submit your return or exchange request via email. Please use the following subject line format: "Return/Exchange Request + Order Number + Product Name." In the email body, clearly state the reason for return or exchange and attach the following materials:

• Order number and proof of purchase (e.g., screenshot of the order confirmation email);

• Photos of the product (including overall appearance, close-ups of the issue area, and photos of all six sides of the outer packaging);

• Photos showing the product label or model identification clearly.

Recipient email: ssad41885@gmail.com (centrally received by the customer service department of HONGKONG KATE LIMITED).

Step 2: Review and confirmation
We will review your request within 2 business days of receiving your email. If approved, we will send you a "Return Authorization Notice" via email, which will include a return reference number, the return shipping address, and important instructions. If not approved, we will also inform you of the specific reason by email. Please monitor your inbox and ensure that the email address you provide is valid and accessible.

Return shipping address: UNIT E01 10/F WONG KING1 INDUSTRIAL BUILDING NO 2-4 TAI YAU STREET SAN PO KONG KL (Attn: HONGKONG KATE LIMITED Returns Department).

Step 3: Ship the item back
After receiving the "Return Authorization Notice," please pack the item securely in its original packaging within 7 days and return it, along with all accessories, instruction manuals, and gifts (if any), to the above address. Return shipping costs are to be prepaid by the sender. After the return or exchange is completed, shipping fees will be handled according to responsibility:

• If the return or exchange is due to our liability (quality issues, incorrect shipments, missing items, etc.), we will cover the shipping costs (based on actual shipping receipts, up to the standard shipping rate);

• If the return or exchange is not due to quality issues (e.g., personal preference reasons), the customer is responsible for all shipping costs both ways.

Step 4: Inspection and processing
Upon receiving the returned item, we will conduct a quality inspection. Once the inspection is complete, we will notify you of the result via email within 3 business days:

• If the return conditions are met, we will process the refund;

• If the exchange conditions are met, we will arrange for a replacement shipment;

• If the return or exchange conditions are not met, we will refuse the return or send the item back to the original shipping address, with associated costs borne by the customer.

III. Refund Information

• Refunds will be issued through the original payment channel. Since we do not directly operate payment settlement channels, refund processing is handled through third-party payment service providers. The actual time for funds to arrive may vary by channel, typically ranging from 5 to 15 business days, depending on the processing timeline of the relevant payment service provider.

• The refund amount will be the actual purchase price paid for the product, excluding original shipping charges (except for returns caused by our liability).

• Partial refunds (e.g., for partial product returns within the same order) will be calculated proportionally based on the value of the returned items.

IV. Important Notes

• The deadline for return or exchange requests is determined by the time our mailbox receives your application email. Requests submitted more than 30 days after delivery will not be accepted.

• We recommend that you keep the shipping tracking number and shipping receipt when returning items for tracking purposes.

• If multiple return requests are made for the same order, or if non-quality-related returns occur frequently, we reserve the right to restrict future return and exchange privileges.

• This Return Policy does not constitute any additional guarantee of product suitability or performance, but serves as a standard procedural guideline for after-sales handling.

• The final interpretation of this policy rests with HONGKONG KATE LIMITED. If you have any questions, please contact us via email, and we will provide a clear written response.

We are committed to providing reliable after-sales protection for every customer through a clear, fair, and transparent return policy. All communications and processing are conducted via email to ensure traceability and verifiability of information. We do not operate live chat windows, nor do we require membership registration, coupons, points, or discount offers as prerequisites for processing returns. Our return process is strictly based on the actual product condition and the terms of this policy, without involving any unnecessary promotional or marketing elements.

Thank you for your understanding and cooperation. We hope that through a standardized return process, every interaction with us will be clear, orderly, and trustworthy.