1. Our Approach to Returns
At Sculptaverium, we want customers to understand exactly what happens when an eligible item needs to be returned. Because decorative items can differ in materials, finishes, dimensions, and construction, we encourage customers to read the relevant product information and size or dimension guide before submitting an order.
This policy explains when a return may be requested, how collection works, what happens after an item reaches us, and how eligible replacements and refunds are handled.
Our return service applies exclusively to orders delivered by Sculptaverium within Hong Kong.
2. The 30-Day Request Period
Customers have 30 calendar days from the date an order is delivered to submit an eligible return request. The request must reach us within this period.
Submitting a request after the 30-day period may make the item ineligible for return under this policy. Customers should therefore contact us promptly after discovering an eligible issue.
A return request can be initiated by emailing artworj@sculptaverium.com. Please provide your order information, the item concerned, a description of the issue, and any supporting photographs reasonably required to assess the request.
3. When We Accept Returns
Returns are limited to specific circumstances. You may request a return when:
- The decorative item arrived damaged.
- The decorative item has a defect.
- You received an item different from the one ordered.
Returns are not available for change of mind, personal preference, or circumstances unrelated to damage, a defect, or receipt of an incorrect item.
We provide product descriptions, dimensions, and applicable size information to help customers evaluate items before ordering. Customers are encouraged to review these details before completing their purchase.
4. Condition of the Returned Item
An eligible item must be returned in the condition in which it was received. It should remain unused, unworn where applicable, and accompanied by its original packaging and included components.
Please avoid altering, modifying, intentionally damaging, or unnecessarily using an item after identifying an issue.
Packaging is particularly important for decorative products because it helps reduce movement and exposure during transportation back to us. Customers should retain the original packaging until they are satisfied that the delivered item does not require a return.
5. Arranging Doorstep Collection
Customers do not need to independently arrange return transportation for an accepted request.
After we accept a return request, our team will coordinate doorstep collection from the Hong Kong address agreed with the customer. We will work with you to arrange a suitable collection date and time.
There is no return collection charge for an eligible item. We also do not impose a restocking fee for returns accepted under this policy.
The item should be packaged and ready for collection at the arranged time.
6. What Happens After Collection
Once the returned item reaches us, we require one working day to assess its condition and the issue reported in the return request.
This assessment helps us determine whether the returned item meets the eligibility requirements described in this policy. We may consider its condition, packaging, reported issue, and relevant order information.
After completing the assessment, an eligible customer may receive a replacement or refund according to the applicable circumstances.
7. Replacement Requests
A replacement can be arranged when the same item is available in stock.
Once the replacement is prepared for dispatch, our standard shipping schedule applies. Preparation generally takes two business days, followed by approximately one to two business days for delivery within Hong Kong. Customers should therefore generally allow three to four business days for replacement delivery after the applicable replacement process begins.
If the required replacement item is unavailable, the customer may request an eligible refund instead.
8. How Refunds Are Sent
Because Sculptaverium operates exclusively through cash on delivery, eligible refunds cannot be returned through the original payment channel. Refunds are therefore issued by bank transfer.
When a refund is due, we will request the necessary bank details from the customer through email. Customers should review the request and provide only the information necessary for completing the transfer.
We will initiate the bank transfer within one working day after receiving the required details from the customer.
After initiation, the refund may take approximately eight to ten business days to appear in the recipient account. Actual timing can vary depending on the customer's banking institution and its processing procedures.
Sculptaverium does not impose an additional refund fee or restocking charge for an eligible refund.
9. Cancellations and Returns Are Different
A cancellation applies before dispatch, while this Return and Refund Policy applies after eligible items have been delivered.
Orders may be canceled only while they remain dispatcher. Once an order has been dispatched, cancellation is unavailable. Receiving the parcel does not prevent a customer from submitting an eligible return request when the delivered item is damaged, defective, or incorrect.
10. Fair Application of This Policy
Return requests are handled according to the circumstances of each order and the eligibility requirements stated above. Nothing in this policy is intended to exclude or restrict rights that cannot lawfully be excluded under applicable Hong Kong legislation.
Where statutory consumer rights apply, this policy should be interpreted consistently with those rights.
11. Need Assistance With a Return?
For questions about eligibility, collection arrangements, replacements, or refund processing, contact Sculptaverium at artworj@sculptaverium.com.
When contacting us, include your order details and a concise explanation of the issue. Providing the relevant information at the beginning of your request helps our team identify the order and proceed with the return process efficiently.