Return & Refund Policy

Last updated: 10 May 2026

1. Return Window

We offer a 30-day return window. You must request a return within 30 days of confirmed delivery. Requests submitted after this period will not be accepted under any circumstances.

To initiate a return, contact us at tyg.hk@gmail.com with your order number and reason for return before sending anything back. Items returned without prior authorisation will be refused and returned to sender at the sender's cost.

 

2. Eligibility Conditions

To be eligible for a return, all of the following must be satisfied:

•       Item is unworn, unused, and unaltered

•       All original tags are attached and intact

•       Item is in its original packaging

•       Proof of purchase (order confirmation or receipt) is provided

•       An unboxing video is provided (see Section 3)

 

3. Mandatory Unboxing Video

Recording an unboxing video is a condition of purchase and a prerequisite for any return or damage claim. By completing your order, you agree to this requirement.

The video must:

•       Be recorded continuously from the moment the outer parcel is first opened

•       Show all sides of the box before opening

•       Capture the full unpacking process without cuts or edits

•       Clearly show the item and its condition upon receipt

Returns or damage claims submitted without a valid unboxing video will not be processed. No exceptions.

 

4. Non-Returnable Items

The following items are strictly non-returnable and non-refundable:

•       Custom, made-to-order, or personalised graduation gowns, hoods, mortarboards, or regalia — including items selected by size, colour, or institutional specification

•       Sale or discounted items

•       Gift cards

•       Items showing signs of wear, alteration, or removal of tags

•       Items returned without prior written authorisation

If you are unsure whether your item qualifies as custom or standard stock, contact us before placing your order.

 

5. Return Shipping Costs

5a. Change-of-Mind Returns

If you are returning an item for any reason other than a defect or fulfilment error on our part — including but not limited to incorrect size selected, change of preference, or no longer needing the item — return shipping costs are entirely your responsibility.

You must:

•       Arrange and pay for return shipping to our warehouse in Hong Kong

•       Use a tracked and insured shipping service

•       Provide us with the tracking number once dispatched

Return address: Unit 7, 5F, Hopeful Industrial Center, 10-16 Wo Shing Street, Fo Tan, New Territories, Hong Kong

We are not liable for items lost or damaged in return transit. We strongly recommend retaining proof of postage.

Original outbound shipping charges are non-refundable.

5b. Defective or Incorrectly Fulfilled Items

If you receive an item that is confirmed defective, damaged in transit, or does not match your order, we will cover the cost of return shipping and issue a full refund or replacement at your election.

To report a defective or incorrect item, contact us at tyg.hk@gmail.com within 7 days of delivery with:

•       Your order number

•       A description of the issue

•       Photographs clearly showing the defect or discrepancy

•       Your unboxing video (mandatory)

Claims submitted beyond 7 days of delivery will not be eligible for seller-funded return shipping, even if the underlying return window remains open.

 

6. Damages and Issues

Inspect your order immediately upon receipt. If your item arrives damaged or incorrect, contact us at tyg.hk@gmail.com within 7 days of delivery. We cannot consider damage claims reported after this window.

 

7. Exchanges

We do not process direct exchanges. To obtain a different item, return your eligible item under this policy and place a new order once your return is accepted. This is the fastest way to secure the correct item, particularly during peak graduation periods.

 

8. European Union — 14-Day Cooling-Off Period

If your order is shipped to an address within the European Union, you have the legal right to cancel or return your order within 14 days of receipt without providing a reason, in accordance with the EU Consumer Rights Directive.

To exercise this right:

•       The item must be unworn, unused, with tags attached and in original packaging

•       You must notify us in writing at tyg.hk@gmail.com within the 14-day window

•       Return shipping costs remain your responsibility unless the item is defective or incorrectly fulfilled

Exception: Custom, made-to-measure, or personalised items are explicitly exempt from the EU cooling-off right under Article 16(c) of the Consumer Rights Directive. This includes graduation gowns produced or selected to your specifications.

 

9. United Kingdom — 14-Day Cooling-Off Period

If your order is shipped to an address within the United Kingdom, you have the right to cancel your order within 14 days of receipt under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The same conditions apply as stated in Section 8. Custom or made-to-measure items are exempt from this right under Regulation 28(1)(b).

Return shipping costs under this right remain the buyer's responsibility unless the item is defective or incorrectly fulfilled.

 

10. Refunds

Once we receive and inspect your return, we will notify you of the outcome within 5 business days. If approved, your refund will be processed to your original payment method within 10 business days.

Please allow additional time for your bank or card issuer to post the credit. If 15 business days have passed since your refund was approved and you have not received it, contact us at tyg.hk@gmail.com.

Refunds will reflect the item price only. Original shipping charges are non-refundable. Return shipping costs will not be reimbursed for change-of-mind returns.

 

Contact

Email: tyg.hk@gmail.com

Return Warehouse: Unit 7, 5F, Hopeful Industrial Center, 10-16 Wo Shing Street, Fo Tan, New Territories, Hong Kong