We take pride in the quality of our products and strict quality control. If you encounter any issues after receiving your order, please contact our customer service at [email protected].

Return Policy

Because our products are custom-made and personalized based on your selections, custom jersevias and other customized items are non-returnable and non-refundable unless there is a quality problem, manufacturing defect, or an error caused by us.

If your order arrives with a quality problem, manufacturing defect, damage, or if you receive the wrong item due to our error, please contact our customer service within 30 days after receipt. After review, we will arrange an appropriate solution, such as a replacement or refund, depending on the specific situation.

Please note that refunds or returns will not be accepted for reasons such as:

  • Product does not meet personal expectations
  • Incorrect size, fit, or personal preference issues
  • Color differs from personal expectations within reasonable display differences
  • Change of mind / no longer needed
  • Customer-provided customization information is incorrect, including names, numbers, sizes, colors, or other personalized details
  • Failure to carefully review the product description or customization details before placing the order

If your product has a quality issue or arrives damaged, please take clear photos and contact our customer service as soon as possible. We will review the issue and provide a replacement or refund where applicable.

Important: Please contact our customer service before returning any item. Unauthorized returns, or returns sent to the sender’s address shown on the parcel, will not be processed.

Return Requirements

  1. For items without quality issues, products must be returned unused, undamaged, with original tags and packaging.
  2. Customers must obtain approval from our support team before returning any products.
  3. For defective or incorrect items, customers must provide photos and request a return address from our support team.

You may contact us for a return or refund in the following cases:

  • Product arrives in damaged condition or missing parts due to our error
  • Item is not as described
  • Item is returned to sender before delivery
  • Order not delivered within the promised timeframe

Return Process

Please carefully follow our return process to avoid unnecessary delays:

  1. Contact our customer service and provide:
    • Order number
    • SKU code or product name
    • Reason for return
  2. Our support team will provide the return address and may request a tracking number and valid return receipt.
  3. Once we receive the returned item, we will notify you by email and arrange a refund or replacement according to your request.

Important Notices

  • Do not return items to the sender’s address on the parcel. Use only the address provided by our support team.
  • Ensure no non-HONGKONG ELEVEN SPORT LIMITED items are included in your return package. We are not responsible for returning such items.
  • We are not responsible for lost or stolen return packages during transit. Always keep your return tracking number as proof.

Refund Policy

  • Any printing errors, damages, or defects caused by our production or shipping will be fully covered by us. You will receive a full refund, and return shipping will be reimbursed.
  • Orders canceled within 24 hours of purchase will be fully refunded.
  • Orders canceled before payment will be fully refunded.
  • Once an order has been shipped, cancellation requests cannot be accepted.
  • If a package is lost in transit, we will issue a full refund.
  • If your address is invalid or unrecognizable by the courier, the package will be returned to our warehouse. Reshipment fees will apply after address confirmation.
  • If you provided an incorrect address without notifying us, you are responsible for any resulting loss.
  • Items returned with signs of use, stains, pet hair, deodorant, perfume, or cosmetic residues may be rejected and will not qualify for a refund.
  • Please note that refunds may take up to 7 business days to appear in your account, depending on your payment provider’s processing time.

Return Labels

  1. Defective Products
    • If the product is defective or damaged during shipping, this is our responsibility.
    • Customers will receive a downloadable or printable prepaid return label when applicable.
  2. Customer Responsibility
    • If the customer purchased the wrong product, chose the wrong size, or no longer needs the item, the return is the customer’s responsibility.
    • Shipping costs will not be reimbursed.

Contact Us

For related information, please also review our Shipping Policy, Privacy Policy, Payment Policy, and Terms of Service.