This Refund and Returns Policy (the “Policy”) applies to all returns, exchanges, and refund requests for products (the “Products”) purchased through the website https://ridgamake.com (the “Website”) from HONG KONG ART VISUAL CULTURE COMMUNICATION LIMITED (the “Company”, “we”, “us” or “our”), a company registered at Room 1003, 10th Floor, Tower 1, Lippo Centre, 89 Queensway, Admiralty, Hong Kong. By initiating a return or refund request, you (the “Customer”, “you” or “your”) acknowledge that you have read, understood, and agreed to be bound by this Policy, as well as our Terms & Conditions and Shopping Policy.
1. Eligibility for Returns & Refunds
We offer flexible return and refund options to ensure your satisfaction, with specific eligibility criteria based on the reason for return. All return requests must be initiated in accordance with the timelines and conditions outlined below to qualify for a refund or exchange.
1.1 99 Day Risk-Free Trial Returns
1.1.1 All Products are covered by our 99 Day Risk-Free Trial, effective from the date of delivery. This trial allows you to test the Products in your daily routine and return them for a full refund if they do not meet your expectations, with no questions asked.
1.1.2 To be eligible for a full refund under the 99 Day Risk-Free Trial: (a) the Products must be returned in their original condition, with all original packaging, tags, and accessories intact; (b) there must be no signs of intentional damage, misuse, abuse, or modification; (c) the return request must be initiated within 99 days of delivery; (d) a valid Return Authorization Number (RAN) must be obtained prior to shipping the Products back (see Section 3).
1.2 Defective or Damaged Products
1.2.1 If you receive a Product that is defective, damaged during shipping, or does not match the product description on the Website, you may initiate a return for a full refund, free replacement, or exchange at no additional cost to you.
1.2.2 To qualify for this option: (a) you must notify us within 48 hours of delivery, providing clear photographic evidence of the defect, damage, or discrepancy; (b) the Product must not have been misused, abused, or modified after delivery; (c) you must provide your order number and proof of purchase.
1.3 Lifetime Warranty Returns
1.3.1 All core Products (including RIDGE Wallets) are backed by a Lifetime Warranty against manufacturing defects in materials and workmanship for the lifetime of the original purchaser. Our Wedding Bands come with a Lifetime Replacement policy for manufacturing defects.
1.3.2 Returns under the Lifetime Warranty or Lifetime Replacement policy are eligible only for manufacturing defects, not for normal wear and tear, misuse, abuse, accidental damage, or modification. To qualify, you must provide proof of purchase, a detailed description of the defect, and (if requested) return the defective Product for inspection.
1.4 Non-Eligible Returns
Returns will not be accepted, and no refunds will be issued, in the following cases: (a) Products returned after the 99 Day Risk-Free Trial period that do not have a manufacturing defect covered by the Lifetime Warranty; (b) Products that are damaged due to misuse, abuse, accident, or modification; (c) Products returned without all original packaging, tags, or accessories; (d) Products with signs of excessive use beyond normal testing during the 99 Day Trial; (e) Customized or personalized Products (unless defective).
2. Refund Eligibility & Processing
2.1 Refund Amount: Eligible refunds will be equal to the full purchase price of the returned Product(s), excluding any additional fees incurred due to customer error (e.g., incorrect shipping address). We do not refund any original shipping costs unless the return is due to our error (e.g., defective or incorrect Product).
2.2 Refund Processing Time: We will process your refund within 5-7 business days of receiving and inspecting the returned Product(s) and confirming they meet the eligibility criteria. Once processed, refund timelines to your original payment method vary by provider: credit card refunds typically take 3-7 business days to appear in your account, while bank transfers may take 2-4 business days.
2.3 Refund Method: All refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to a different payment method or provide store credit unless mutually agreed upon in writing.
2.4 Partial Refunds: In cases where returned Products show minor signs of use (not qualifying for a full refund) or missing non-essential accessories, we may offer a partial refund at our sole discretion, which will be communicated to you prior to processing.
3. Return Process
To ensure a smooth and efficient return process, please follow these steps:
3.1 Initiate Return Request: Contact us at wayne@dramapapa.com to request a Return Authorization Number (RAN). You must provide your order number, Product name, reason for return, and (if applicable) photographic evidence of defects or damage. We will respond to your return request within 24 hours to provide your RAN and return instructions.
3.2 Package the Product: Securely package the Product(s) with all original packaging, tags, and accessories. Clearly mark the RAN on the outside of the package to ensure proper processing. Failure to include the RAN may result in delayed processing or rejection of the return.
3.3 Ship the Return: Arrange for shipping of the returned Product(s) to the address provided in your RAN instructions. For international returns, please use a trackable shipping service and retain the tracking number for your records, as we are not responsible for lost or misdelivered return shipments.
3.4 Return Shipping Costs: Return shipping costs are the Customer’s responsibility, unless the return is due to a defective, damaged, or incorrect Product (our error), in which case we will cover the return shipping costs or provide a shipping label.
3.5 Return Timeline: For 99 Day Risk-Free Trial returns, you must ship the Product(s) back within 15 days of receiving your RAN to ensure it is received within the 99-day window. Returns received after the 99-day window will not be eligible for a refund.
4. Exchanges
4.1 If you wish to exchange a Product (e.g., for a different size or color, if available), please initiate a return request as outlined in Section 3 and specify your exchange preference. Exchanges are subject to Product availability.
4.2 Once we receive and inspect the returned Product (confirming it meets eligibility criteria), we will ship the exchanged Product to you at no additional shipping cost. If the exchanged Product has a higher price, you will be required to pay the difference before shipping. If it has a lower price, we will issue a partial refund for the difference.
4.3 For Lifetime Replacement claims (Wedding Bands), we will ship a replacement Product (same or comparable model, at our sole discretion) once we confirm the defect and, if requested, receive the defective Product.
5. International Returns
5.1 For international returns, you are responsible for complying with all import/export laws and regulations of your country/region and Hong Kong. Any customs duties, taxes, or fees incurred for returning Products to us are your sole responsibility.
5.2 We recommend using a shipping service that provides tracking and insurance for international returns, as we cannot be held liable for lost or damaged shipments during transit. Please retain all shipping documentation until your return is processed and refund is issued.
6. Inspection & Disputes
6.1 Upon receiving your returned Product, we will inspect it to verify eligibility for a refund or exchange. We will document any discrepancies (e.g., damage, missing accessories) with photos and notify you of the inspection result within 3 business days.
6.2 If your return is rejected due to non-compliance with this Policy, we will notify you in writing and offer to ship the Product back to you at your expense. If you choose not to have the Product returned, we may dispose of it after 30 days of notification.
6.3 If you disagree with our inspection result, please contact us at wayne@dramapapa.com with additional evidence or information, and we will review your case again in good faith.
7. Policy Modifications
We reserve the right to modify this Refund and Returns Policy at any time, at our sole discretion. Any changes will be posted on the Website and will take effect immediately upon posting. Your continued use of the Website or initiation of return/refund requests after the posting of revised terms constitutes your acceptance of the modified Policy.
8. Contact Us
If you have any questions, concerns, or requests related to returns, refunds, exchanges, or this Policy, please contact us at:
Email: wayne@dramapapa.com
Company Address: HONG KONG ART VISUAL CULTURE COMMUNICATION LIMITED, Room 1003, 10th Floor, Tower 1, Lippo Centre, 89 Queensway, Admiralty, Hong Kong