Refund policy

We hope you love every ZHONG STUDIOS piece. If something isn't quite right, we're here to help.

This policy sets out your statutory right of withdrawal under the mandatory consumer protection laws applicable in your country of residence, as well as our voluntary return terms, which extend beyond the statutory minimum. As a company incorporated in Hong Kong SAR, our Terms of Service are governed by Hong Kong law; however, customers habitually resident in the European Union retain the protection of the mandatory consumer laws of their EU member state regardless of this governing law choice.

At a Glance

  • Return window: 30 days from delivery (statutory minimum is 14 days; 30 days is our voluntary extension)
  • Condition: Unworn, unwashed, with original tags and packaging
  • Return shipping: Paid by the customer (you were informed of this before placing your order), except where the item is faulty or incorrectly sent
  • Refund timing: Within 14 days of receiving your withdrawal notification; we may withhold processing until we receive the goods back or proof of return
  • Refund method: Original payment method

1. Statutory Right of Withdrawal (EU Customers)

If you are a consumer habitually resident in the European Union, you have the right to withdraw from your contract with us within 14 days without giving any reason, pursuant to the mandatory consumer protection laws of your EU member state of residence.

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, takes physical possession of the goods. If your order is delivered in multiple shipments, the period begins on the day you receive the last item in your order.

To exercise the right of withdrawal, you must notify us of your decision by an unequivocal statement before the 14-day withdrawal period expires. You may contact us by:

  • Email: returns@zhongstudios.com
  • Post: Zhong Studios Limited, Flat 1506, 15/F, Cheung Fung Commercial Bldg, 21-25 Cheung Sha Wan Road, Sham Shui Po, Hong Kong SAR

You may use the Model Withdrawal Form set out at the end of this policy, but this is not obligatory. It is sufficient to send your notification before the withdrawal period expires.

Please note that the right of withdrawal does not apply to certain categories of goods, as set out in Section 5 of this policy.

2. Effects of Withdrawal

If you withdraw from your contract within the statutory 14-day period, we will reimburse all payments received from you, including standard outbound delivery costs (excluding any supplementary delivery costs arising from your choice of a delivery method other than our least expensive standard delivery option).

We will process your reimbursement without undue delay and no later than 14 days from the day we receive your withdrawal notification. We may withhold the reimbursement until we have received the goods back, or until you have provided evidence of having sent the goods back, whichever is earlier.

Reimbursement will be made using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of this reimbursement.

You must send back the goods without undue delay and no later than 14 days from the day you notify us of your withdrawal. This deadline is met if you send the goods before the 14-day period expires.

Return shipping costs: You will bear the direct cost of returning the goods. You were informed of this obligation before placing your order.

Your liability for diminished value: You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods — for example, trying on a garment as you would in a shop. If goods are returned showing signs of wear, washing, alteration, or with tags removed, we reserve the right to deduct an amount reflecting the diminished value from your reimbursement. This does not affect your right to withdraw — you may still return the item, but a deduction may apply.

3. Our Voluntary Extended Return Window

As a goodwill gesture, ZHONG STUDIOS offers an extended return window of 30 days from delivery under the following conditions: 

  • Item is unworn, unwashed, and unaltered
  • All original tags are attached
  • Item is returned in its original packaging (including dust bag, hanger, or any branded packaging where applicable)
  • A copy of the order confirmation or order number is included

This voluntary extension applies beyond the statutory 14-day withdrawal period. Returns requested after 30 days from delivery, or items that do not meet the above conditions and are returned outside the statutory 14-day window, may be refused or subject to a deduction reflecting diminished value.

4. How to Return an Item

 

Step 1 — Notify us: Email returns@zhongstudios.com with your order number and the item(s) you wish to return.

  • If you are exercising your statutory right of withdrawal, you must notify us within 14 days of delivery.
  • If you are returning under our voluntary extended policy, notify us within 30 days of delivery.

Step 2 — Wait for confirmation: We will reply within 2 business days with a Return Authorisation and the return address.

Step 3 — Pack securely: Return the item in its original packaging with all tags attached. Include a copy of your order confirmation or write your order number clearly inside the package.

Step 4 — Ship the parcel: Send to the address we provide. We recommend a tracked and insured service. You bear the risk of loss in transit for returned items; we cannot be responsible for parcels lost or damaged on their way back to us.

Step 5 — Refund: Once we receive and inspect the returned item, we will process your refund within 14 days of receipt to your original payment method.

5. Exclusions — Items Not Eligbile for Returns

The following items cannot be returned or refunded under our voluntary returns policy, except where they are faulty or were delivered incorrectly. Where indicated, these exclusions also apply under the statutory right of withdrawal pursuant to applicable EU consumer protection law:

  • Made-to-order and custom-altered pieces — excluded from the statutory right of withdrawal under EU law as goods made to the consumer's specifications (CRD Art. 16(c) equivalent)
  • Sealed earrings where the hygiene seal has been removed — excluded from the statutory right of withdrawal under EU law as sealed goods not suitable for return for hygiene reasons where the seal has been broken after delivery
  • Swimwear and intimates where the hygiene seal has been removed — excluded on the same hygiene grounds
  • Gift cards — not eligible for return under our voluntary policy, to the extent permitted by applicable mandatory law
  • Archive sale and sample sale items marked as final sale — excluded under our voluntary policy only; your statutory rights as an EU consumer in relation to faulty or non-conforming goods are not affected

These exclusions do not in any way limit or affect your statutory rights where goods are faulty, damaged, or do not conform to the contract.


6. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged in transit, or different from what you ordered, please contact us at returns@zhongstudios.com as soon as possible, including photographs and a description of the issue. We encourage you to notify us promptly to help us resolve the matter quickly, though your statutory warranty rights are not conditional on notifying us within any particular timeframe.

In these cases, we will cover all return shipping costs and offer you, at your choice: a full refund, a replacement (subject to availability), or a repair — in accordance with your statutory rights.

EU consumers benefit from statutory warranty rights under the mandatory laws of their EU member state of residence, including a two-year period of liability for lack of conformity from the date of delivery, and a presumption (for at least the first 12 months) that defects discovered during that period existed at the time of delivery. These statutory warranty rights are not limited or affected by this policy.


7. Exchanges

We do not offer direct exchanges. To receive a different size, colour, or style, please return the original item for a refund and place a new order. This ensures your replacement is reserved immediately.

8. Refunds

Refunds are issued to your original payment method within 14 days of us receiving the returned item (or proof of return, whichever is earlier).

Depending on your payment provider, additional processing time may apply before the refund appears on your statement. We will notify you by email when your refund has been processed.

We refund the full price paid for the returned item(s), plus standard outbound delivery costs where your entire order is returned. Supplementary delivery costs (for example, express shipping upgrades) are not refundable. If you return only part of an order, outbound delivery costs are not refunded.


9. Returns from Outside the European Union

Customers outside the EU may return items under our voluntary policy (Section 3). Please note:

  • All return shipping costs, customs duties, and import taxes are the responsibility of the customer
  • Parcels must be clearly marked as "Returned Goods — No Commercial Value" on the customs declaration to avoid import duties being charged on receipt. Returns marked otherwise may be refused
  • You bear the risk of loss in transit; we recommend a tracked and insured service

10. Contact

For all returns enquiries:

Zhong Studios Limited, trading as ZHONG STUDIOS Flat 1506, 15/F, Cheung Fung Commercial Bldg 21-25 Cheung Sha Wan Road, Sham Shui Po Hong Kong SAR

Email: returns@zhongstudios.com


 

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract. This form is not obligatory — you may also notify us by email or letter.)

To: Zhong Studios Limited, trading as ZHONG STUDIOS Flat 1506, 15/F, Cheung Fung Commercial Bldg, 21-25 Cheung Sha Wan Road, Sham Shui Po, Hong Kong SAR Email: returns@zhongstudios.com

I/We (*) hereby give notice that I/we (*)withdraw from my/our (*) contract of sale of the following goods:

Ordered on (  ) / received on (  ): ____________________

Order number: ____________________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s) (only if this form is notified on paper): ____________________

Date: ____________________

(*) Delete as appropriate.