At LUNAR MATRIX LIMITED, we want you to be satisfied with your sports jersey purchases. This Returns Policy outlines our guidelines for returns, exchanges, and refunds, designed to be fair and efficient for our global customers. We comply with Hong Kong’s consumer protection regulations to ensure transparency throughout the process.
1. Eligibility for Returns & Exchanges
To qualify, items must meet these criteria:
- Timeframe: Requests must be submitted within 14 calendar days of delivery (confirmed via tracking). Late requests may be denied.
- Condition: Jerseys must be unused, unwashed, and undamaged, with original tags, packaging, and accessories (e.g., team patches) intact. We cannot accept items with signs of wear (e.g., stains, fabric snags) or altered details (e.g., customized names/numbers added post-purchase).
- Exceptions: Customized jerseys (e.g., personalized player names, unique sizes) are non-returnable/non-exchangeable—they are tailored to your specifications. Sale or clearance jerseys may only be returned for refunds (not exchanges) and follow the same condition rules.
2. How to Initiate a Return/Exchange
Follow these steps:
- Contact Us: Email [email protected] with your order number, jersey details (e.g., team, size), and reason for the request. For exchanges, include your preferred replacement size/design (if in stock).
- Get Authorization: We review requests within 2 business days. If approved, you’ll receive a Return Merchandise Authorization (RMA) number and our Hong Kong return warehouse address.
- Ship the Item: Package the jersey securely (preferably original packaging) and mark the RMA number on the box. You cover return shipping costs—use a trackable courier (e.g., DHL, SF Express) to avoid lost packages. We are not liable for items damaged/lost in transit.
3. Refund & Exchange Processing
- Inspection: Upon receiving your item at our Hong Kong warehouse, we inspect it within 3–5 business days to confirm eligibility.
- Exchanges: Approved exchanges ship within 1–2 business days. We send a tracking number via email, and no extra shipping fees apply.
- Refunds: Approved refunds are processed to your original payment method within 3–5 business days of inspection. Refund timelines vary by provider: credit cards take 5–10 days, PayPal 24–48 hours. Original shipping fees are non-refundable unless the return is due to our error (e.g., wrong jersey, defect).
4. Special Cases
- Defective/Wrong Items: If you receive a defective jersey (e.g., torn fabric, misprinted logos) or the wrong item, contact us within 3 days of delivery with photos. We cover return shipping and offer a replacement or full refund (including original shipping).
- Undelivered/Lost Packages: If your order is marked delivered but missing, or lost in transit, email us within 5 days of estimated delivery. We work with couriers to resolve issues (reship or refund) within 7 days.
For questions, email [email protected] (Monday–Friday, 9 AM–6 PM Hong Kong Time).
