Refund policy
Refund Policy
This store is operated by HAOTIAN HOLDINGS (HONG KONG) LIMITED.
WuKongCustom offers custom and personalized products, and we may also offer blank, unprinted T-shirts and other blank apparel items. Because these product types are handled differently, different return and refund rules apply.
1. Custom and Personalized Products
Custom and personalized products are made specifically according to the details you submit, including but not limited to text, names, photos, artwork, colors, sizes, styles, and other customization selections.
For this reason, custom and personalized products are non-returnable, non-exchangeable, and non-refundable once production has begun.
We do not accept returns, exchanges, or refunds for custom or personalized items due to:
- spelling, text, image, or design errors submitted by the customer
- incorrect size, color, style, model, or product variant selected by the customer
- changes of mind after production has started
- minor color differences caused by screen or device display settings
- shipping delays caused by carriers, customs, weather, holidays, or other events outside our control
However, if your custom or personalized item arrives damaged, defective, incorrect, or does not match the customization details you submitted, please contact us within 3 days of delivery. Please include your order number and clear photos of the item and packaging. After review, we will determine whether a replacement, partial refund, or full refund is appropriate.
2. Blank, Unprinted T-Shirts and Blank Apparel
Blank, unprinted T-shirts and other blank apparel items, if offered on our website, may be returned within 30 days after delivery, provided that:
- the item is unprinted, unused, unworn, unwashed, and in original condition
- all original tags and packaging are included, where applicable
- the item is not damaged or altered after delivery
- the return request is approved by our customer support team before the item is sent back
Unless the return is due to our error, customers are responsible for return shipping costs. Original shipping charges are non-refundable unless the return is caused by our mistake.
Items sent back without prior approval may be refused.
3. Cancellations
Custom or personalized orders may only be cancelled before production begins.
Once production has started, custom and personalized orders cannot be cancelled, changed, returned, or refunded except in cases of damage, defect, incorrect shipment, or confirmed production error.
Blank, unprinted apparel orders may be cancelled before shipment. Once shipped, they are subject to the return conditions stated in this policy.
4. How to Request a Return or Refund
To request a return, refund, or replacement, please contact us at:
HAOTIAN HOLDINGS (HONG KONG) LIMITED
ROOM 602, 6/F, KAI YU COMMERCIAL BUILDING
2C ARGYLE STREET, MONG KOK, KOWLOON, HONG KONG
Email: wukong@wukongcustom.com
Please include:
- your order number
- a description of the issue
- clear photos of the product and packaging, if applicable
Do not send any item back unless we have approved the request and provided return instructions. Do not send returns to the business registration address unless we specifically instruct you to do so.
5. Refund Processing
If your refund request is approved, the refund will be issued to your original payment method.
Please allow a reasonable processing period after approval. Depending on your bank or payment provider, it may take 5–10 business days, or sometimes longer, for the refund to appear in your account.
6. Lost or Stolen Packages
If a package is marked as delivered by the carrier but cannot be found, please first contact the carrier directly.
WuKongCustom is not responsible for lost or stolen packages after confirmed delivery by the carrier.
7. Contact Us
If you have any questions about this Refund Policy, please contact us at:
wukong@wukongcustom.com