Shipping Policy
All orders placed on stxkbasictee.com are processed and shipped by Graphenstone (Hong Kong) Limited. Shipping availability is limited to the regions listed at checkout. The company does not ship to addresses outside those regions. Shipping charges are calculated at checkout based on the destination and the total weight of the order. The customer is responsible for all shipping charges. Delivery timelines are determined by the selected shipping carrier and the destination address. The company does not guarantee specific delivery dates. Once an order is shipped, the customer will receive a tracking number via email. The company is not responsible for delays caused by the carrier, customs, or events beyond the company's control. If an order is not delivered within the carrier's standard timeframe, the customer must contact the carrier directly. The company will assist with carrier inquiries when possible.
Return Policy
Graphenstone (Hong Kong) Limited offers a strict 14-day no-reason refund policy. The 14-day period begins on the date the customer receives the order. The customer may return any eligible item for a full refund without providing a reason. To be eligible, items must be unused, undamaged, and in their original packaging with all tags attached. Items that have been worn, washed, altered, or damaged by the customer are not eligible for return. The buyer completely bears all return shipping costs. The company does not provide prepaid return labels. The company does not reimburse return shipping charges. The customer must ship the return using a trackable method. The company is not responsible for returns lost or damaged in transit. Refunds are issued only after the returned items are received and inspected by Graphenstone (Hong Kong) Limited.
Return Process
To initiate a return, the customer must follow these steps:
1. Contact Graphenstone (Hong Kong) Limited at [email protected] within 14 days of receiving the order. The customer must provide the order number and the items to be returned.
2. Wait for a return authorization confirmation from Graphenstone (Hong Kong) Limited. The company will provide the return address and any additional instructions.
3. Pack the items securely in their original packaging. Include all tags, accessories, and any included documents. The customer must ensure the package is properly sealed.
4. Ship the package to the provided return address. The buyer bears all return shipping costs. The customer must use a trackable shipping service and retain the tracking number.
5. Send the tracking number to Graphenstone (Hong Kong) Limited at [email protected]. The company will monitor the return shipment.
6. After the returned items are received and inspected, Graphenstone (Hong Kong) Limited will process the refund. The refund will be issued to the original payment method.
Return Shipping Details
The recipient must be Graphenstone (Hong Kong) Limited, the contact phone is +852 4687 3526, and the specific return address is FLAT 301, 3/F CANNY IND BLDG, 33 TAI YAU ST SAN PO KONG KLN, HONG KONG. The customer must write the order number on the outside of the package. The customer must not ship returns to any other address. The company is not responsible for returns sent to an incorrect address.
Refund Processing
Refund arrival time is at least 14 days. This 14-day period begins when Graphenstone (Hong Kong) Limited receives the returned items and confirms they meet the return conditions. The refund is issued to the original payment method. For PayPal refunds, the refund takes at least 14 days to appear in the customer's PayPal account. However, local laws require up to 30 days for PayPal refunds in some regions. The customer must allow up to 30 days for PayPal refunds if the customer's jurisdiction mandates a longer period. The company does not control PayPal's processing times. The customer must contact PayPal for specific processing inquiries. For credit card refunds, the refund takes at least 14 days to appear on the customer's statement. The customer must allow additional time for the bank to post the refund.
Damaged or Defective Items
Any claims for damaged or defective items must be submitted within exactly 7 days of receipt. This 7-day period is strict and matches the Terms of Service. The customer must contact Graphenstone (Hong Kong) Limited at [email protected] within 7 days of receiving the order. The customer must provide the order number, a description of the damage or defect, and photographs of the damaged or defective item. The company will review the claim. If the claim is approved, Graphenstone (Hong Kong) Limited will provide instructions for returning the item. The company may cover return shipping costs for approved damaged or defective claims. The company will issue a replacement or a refund at its discretion. Claims submitted after 7 days of receipt will be denied. The customer must not return damaged or defective items without prior authorization.
Non-Returnable Conditions
Items are not eligible for return if they are used, damaged by the customer, or missing original packaging. Items must be unused and in original packaging. The company does not accept returns for items that have been washed, altered, or worn. The company does not accept returns for items with removed tags. The company does not accept returns for items that are not in resalable condition. The customer must ensure all returned items meet these conditions. The company reserves the right to refuse any return that does not meet these conditions. The company will not issue a refund for refused returns. The customer bears all shipping costs for refused returns.
Contact Information
Customers may contact Graphenstone (Hong Kong) Limited with any questions about shipping or returns. The customer service email is [email protected]. The customer service phone number is +852 4687 3526. The company address is FLAT 301, 3/F CANNY IND BLDG, 33 TAI YAU ST SAN PO KONG KLN, HONG KONG. Customers may also visit stxkbasictee.com for more information. The company responds to all inquiries. The company does not provide in-person returns at any physical location. All returns must be shipped to the address provided above.
