Last updated: 02-FEB-2026
Exchange / Return / Refund Policy
We offer a 14-day return policy, allowing customers 14 calendar days after receiving an item to request a return or exchange.
1. Return/Exchange Without Quality Issues:
• You can return/exchange any product within 14 days from receipt, provided it meets the conditions for return. We will cover the return shipping cost for U.S. addresses only.
• Only one return/exchange request can be made per order.
2. Return/Exchange with Quality Issues:
• Returns or exchanges are accepted for products with verified quality issues, such as defects, within 14 days. Minor issues like color differences or fabric feel are not considered quality problems.
• Damage due to improper use, washing, or alterations does not qualify as a quality issue.
3. Return/Exchange Conditions:
• Items must be unused, unwashed, unaltered, and in resalable condition.
• The original packaging, tags, and labels must be intact, and any promotional gifts must be returned in the same condition.
4. Exclusions:
• Customized products and items marked as final sale or from specific promotions cannot be returned or exchanged.
• Underwear, socks, and swimwear cannot be returned unless there’s a quality issue.
• Items that are used, washed, or damaged, or if the original tags are removed, are not eligible for return.
5. Damages and Issues:
• Inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately for resolution.
6. Return Process:
• To start a return, email service@awardbrandco.com for authorization. After confirmation, return the item as instructed. Refunds or exchanges are processed within 5-15 working days after receiving the returned item.
7. Refund Process:
• Refunds are processed within 3-7 business days after inspection. Shipping fees and Tax may be deducted from the refund if the returned item was part of a free shipping promotion or threshold offer.
8. Order Cancellation:
• Orders can be canceled within 24 hours for a full refund. Cancellations are not accepted once the order has shipped.
9. Refund/Return/Exchange Costs:
• Returns and exchanges due to non-quality issues require the customer to cover the return shipping costs.
Service Online Hours(HKT or UCT+8)
Mon - Friday : 09：30 am - 5：30 pm
Sat -Sunday : 11 : 00 am - 5 : 00 pm
