Refund Policy
Help with order changes, product concerns, and refunds.
1. Custom orders
Products made to your approved artwork or personalised specifications are not accepted for a simple change of mind after production begins, except where applicable law provides otherwise. This does not affect claims for damage, defects, incorrect products, or differences from the agreed specifications. For non-personalised stock items, you may request a change-of-mind return within 30 days of delivery; the item should be unused and in its original condition. Any statutory right to inspect goods or cancel a purchase remains unaffected.
2. Changing or cancelling an order
Before chargeable design work, tooling, or production begins, you may cancel and receive a full refund. If you have expressly approved chargeable work and it has started, we will refund the remaining amount after explaining any lawful deduction for completed work or non-recoverable costs already incurred. We do not impose an automatic percentage cancellation fee. After custom production begins, we cannot promise a change-of-mind cancellation, but we will review what can reasonably be stopped or changed. These arrangements do not limit statutory cancellation or refund rights.
3. Artwork and specification approval
Check spelling, dates, logos, dimensions, placement, colours, and other details before approving a proof or sample. Tell HIPINS about an error immediately if you notice one after approval. An artwork approval is a reference for assessing whether the finished product matches the agreed specification; it does not remove responsibility for a manufacturing defect or an error that differs from that approval.
4. Damaged faulty or incorrect items
Please report visible damage, incorrect items, or missing quantities as soon as practical, preferably within 30 days of delivery, so we can investigate promptly. This is a preferred reporting period, not a limit on legal rights or claims for defects discovered later. Provide your order reference, the affected quantity, and a description; photographs or video are helpful where available. We will normally acknowledge a request within two business days and explain any further information needed.
5. Assessment and resolution
We assess a concern against your written specifications, approved artwork or sample, and the goods received. Where HIPINS is responsible for a defect or incorrect supply, we will arrange the appropriate repair, replacement, price reduction, or refund without charging you the necessary remedy costs. We will discuss the available remedy and timing with you, subject to your applicable rights. Minor differences are not automatically dismissed as acceptable: any agreed tolerance must be disclosed before approval.
6. Returning products
Contact us before returning goods so we can provide the correct return address and instructions. Do not send a return to the dispatch address without confirmation. We cover reasonable return costs for confirmed faulty, damaged, or incorrectly supplied goods. For an optional change-of-mind return of non-personalised stock, the customer pays return shipping unless we agree otherwise or the law requires a different arrangement. Prior contact helps us route a return; it does not remove any statutory cancellation right.
7. Refund confirmation
Once a refund is approved, we will normally initiate it within five business days, or sooner where the law requires. Refunds go to the original payment method unless another lawful method is agreed with you. Your bank or payment provider may need additional processing time. We will confirm the amount and any lawful treatment of delivery charges or other costs in writing. We do not deduct a restocking fee from a refund for faulty or incorrectly supplied goods.
8. Requesting support
Use the contact page to raise a cancellation, return, or refund request. State the outcome you are requesting and provide the information needed to identify the order. Do not include full payment card details or passwords. Nothing in this policy is intended to limit any mandatory consumer rights available in your location.
HIPINS is operated by Hua in Lapel Pins Co., Ltd.
Address: No. 88, North Section of Huangshan Avenue, Tongling, Anhui, China
Email: sales@hipins.com
For assistance, email us or contact HIPINS.