As Erwek offers both standard products and customized services—including bulk purchasing, OEM, ODM, and private labeling—different after-sales procedures apply depending on the order type.

To ensure product quality, protect customer interests, and maintain a smooth partnership, we do not accept returns without a valid reason. Furthermore, we do not accept return or refund requests based on personal preference, user experience, unmet expectations, changes in purchasing plans, or other factors unrelated to product quality.

Should you receive products with verified quality issues, incorrect items, missing items, or other order errors caused by us, we will provide an appropriate after-sales solution based on the specific circumstances.

Please contact us as soon as possible if you need to cancel or modify your order.

For standard product orders that have not yet entered the stock preparation, production, or shipping stages, we will do our best to assist with cancellations or modifications based on the order's current status.

If the order has already entered the stock preparation, packaging, production, or shipping process, cancellation or modification may not be possible; this depends on the order's current stage of processing.

For OEM, ODM, private label, and other custom orders, cancellation is generally not possible once the customer has confirmed the order and agreed to proceed with production.

Therefore, we recommend carefully verifying product specifications, quantities, packaging, labeling, customization requirements, and other order details before confirming your order.

We do not offer no-reason returns for standard product orders.
The following situations generally do not qualify for returns or refunds:

• Requests for return based on personal preference or usage habits;
• Requests for refund because the user experience differs from personal expectations;
• Requests for return due to changes in purchasing volume, sales plans, or inventory requirements;
• Requests for price difference refunds due to post-purchase price changes or promotional events;
• Product damage, contamination, or resale impairment caused by the customer;
• Product issues resulting from improper storage, transportation, or usage by the customer;
• Other return or refund requests unrelated to product quality.

In the event of verified quality issues, incorrect shipments, or missing items, we will provide a replacement, exchange, refund, or other appropriate solution based on the specific circumstances.

We prioritize product quality for every order. If the product you receive has obvious quality issues, please contact us within 48 hours of receipt and provide your order details along with clear photos or videos.
We will review and verify the issue based on the information provided. If the issue is confirmed to be a product quality defect, we will offer an appropriate solution based on the specific circumstances, such as:

• Resending the defective item(s);
• Replacing the product;
• Issuing a refund based on the situation;
• Or mutually agreeing upon another reasonable solution.

The specific resolution method will be determined based on the nature of the issue, the extent of the impact, order details, and the results of our verification.

Minor packaging variations, slight cosmetic changes caused during shipping, normal batch differences, or subtle changes that do not affect the product's normal use do not necessarily constitute a quality issue.

If the product you receive differs significantly from your confirmed order—such as errors in specifications, model, or quantity—please contact us within 48 hours of receipt.

Please provide:

• Order number;
• Clear photos of the received product;
• Photos of the product packaging and shipping label;
• Relevant photos or videos illustrating the issue.

After verifying the order and shipment records, we will arrange for reshipment, replacement, or another reasonable solution based on the specific situation.

If the return is approved, please follow the steps below:

a. Contact us to submit an after-sales request and describe the issue;
b. Provide order details and supporting materials such as photos or videos;
c. Wait for our review and confirmation;
d. Once approved, we will provide specific return instructions and the return address;
e. Ship the product back according to our requirements;
f. Upon receipt and inspection of the product, we will process the refund, replacement, or other after-sales actions based on the final verification results.

Return Address: RM 510, 5/F, THE CLOUD, 111 TUNG CHAU STREET, TAI KOK TSUI HONG KONG
Products returned without our prior confirmation and authorization may not be eligible for a refund, replacement, or other after-sales service.

If a return is confirmed, the product should be kept in the same condition as when it was received, as much as possible.
We may be unable to accept a return if the product has been used, damaged, soiled, had critical packaging removed, or has otherwise been rendered unfit for resale due to the customer's actions. If the returned product does not match the original order, or if new damage occurs during the return process, the processing of subsequent refunds or replacements may be affected.

Specific return requirements will be outlined separately based on the product type and the specific after-sales circumstances.

For OEM, ODM, private label, and other exclusive custom services, we confirm relevant requirements with the client before production begins. These include, but are not limited to, product specifications, formulation requirements, packaging, labeling, quantities, and other customization details.

Once the client confirms the information and agrees to proceed, the order enters the custom production stage.

As custom products are developed, manufactured, or packaged according to specific client requirements and are exclusive in nature, they cannot be resold as standard products.

Therefore, once production has commenced for OEM, ODM, private label, or other custom orders, cancellations, returns, or refunds are not supported.

If you need to modify order details before production begins, please contact us promptly. We will assess the feasibility of adjustments based on the order's current progress.

We recommend that clients carefully verify all product information before confirming production to avoid unnecessary losses caused by errors or changes in requirements.

Upon receipt, please store and use the products in accordance with the instructions on the packaging. Issues arising from the following causes are generally not considered product quality defects:

• Storage environment does not meet product requirements;
• Prolonged exposure to unsuitable temperatures or environments;
• Alteration of the product's state by the client;
• Usage inconsistent with product instructions;
• Damage caused during transport or handling by the client;
• Other issues caused by the client.

Consequently, we may be unable to process return or refund requests resulting from the above causes.

If a package sustains obvious damage, is lost, or encounters other irregularities during transit, please contact us promptly and provide relevant photos, videos, and logistics information.

If delivery fails or the package is returned due to reasons attributable to the client—such as incorrect delivery addresses or contact details, refusal of delivery, or failure to cooperate with delivery or customs clearance—the client may be responsible for re-delivery costs and other related expenses.

If delivery fails or the package is returned due to reasons attributable to the client—such as incorrect delivery addresses or contact details, refusal of delivery, or failure to cooperate with delivery or customs clearance—the client may be responsible for re-delivery costs and other related expenses.

In the event of delays caused by logistics providers, customs policies, natural disasters, or other uncontrollable factors, we will do our best to assist the client in communicating with the relevant logistics parties. Shipping delays generally do not constitute a product quality issue, nor do they automatically entitle the customer to a refund.

If a package is returned due to reasons attributable to the customer—such as an incorrect address, inability to contact the recipient, refusal of delivery, or failure to comply with local customs clearance requirements—we will assist in handling the situation based on the specific circumstances.

If the customer requests reshipment, any resulting additional shipping costs, customs duties, clearance fees, or other related expenses may need to be borne by the customer.

If the customer fails to provide necessary information in a timely manner or leaves the returned package unaddressed for an extended period, we cannot guarantee the long-term storage or re-delivery of the products.

Unless otherwise agreed upon in writing, the customer is responsible for all return shipping costs, reshipment fees, customs duties, clearance fees, and other related expenses arising from reasons attributable to the customer.

If the return is due to issues caused by Erwek—such as verified product quality defects, incorrect shipments, or missing items—we will determine how the associated costs are to be covered based on the specific circumstances.

If an order is verified and confirmed to meet the refund criteria, we will issue the refund via the original payment method once the final resolution plan is determined.

The actual time it takes for funds to reach your account may vary depending on the processing times of banks, credit card issuers, payment platforms, or other financial institutions.

If the refund involves only specific products, a portion of an order, or other special circumstances, the specific refund amount will be determined based on the final verification results.

Orders that have not been confirmed by us as meeting the refund criteria will not automatically qualify for a refund.

Please feel free to contact us if you have any questions regarding your order, product quality, or our return and refund policies.

When contacting us, please provide your order number, product details, and relevant photos or videos whenever possible; this helps us understand your situation quickly and provide appropriate assistance.

Erwek is committed to providing reliable service to individual customers and corporate partners through clear order processes, consistent product quality, and transparent cooperation. We take every order seriously and will actively assist in resolving issues in accordance with this policy.