1. Overview

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At Voyage TC (“we,” “us,” or “our”), we take pride in the quality and craftsmanship of our handcrafted macrame wall hangings and lampshades. We want you to love your purchase as much as we loved creating it. If for any reason you are not completely satisfied, we are here to help.

This Refund and Returns Policy (“Policy”) forms part of our Terms and Conditions and should be read in conjunction with our Shipping Policy. It sets out the circumstances under which you may return Goods and receive a refund, as well as the procedures and limitations that apply.

By placing an Order on voyagetc.shop, you acknowledge that you have read, understood, and agree to this Policy.

Policy Scope: This Policy applies to all purchases made through the Website. International returns may be subject to customs and import regulations in both Hong Kong and the destination country. We recommend you review this Policy carefully before initiating a return .

2. Definitions

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For the purposes of this Policy, the following definitions apply:

  • “Return Period” means 14 calendar days from the date you (or a person nominated by you) take physical possession of the Goods.
  • “Eligible Goods” means Goods that meet the conditions for return set out in Section 4 of this Policy.
  • “Custom Goods” means any Product that is made to your specific requirements, including custom sizing, personalized designs, bespoke color specifications, or any item marked as “Custom Order” at the time of purchase.
  • “Final Sale Items” means Goods marked as “Final Sale,” “Clearance,” or “Non-Returnable” at the time of purchase.
  • “Business Day” means a day other than a Saturday, Sunday, or Hong Kong public holiday.
  • “Original Payment Method” means the credit card, debit card, PayPal account, or other payment method used to place the Order.

3. Consumer Rights Under Hong Kong Law

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3.1 Your Statutory Rights
This Policy does not affect your statutory rights under Hong Kong law. Under the Sale of Goods Ordinance (Cap. 26), Goods supplied must:

  • Be of satisfactory quality (considering any description, price, and all other relevant circumstances) 
  • Be fit for any particular purpose made known by you to us at the time of purchase 
  • Correspond with the description provided on the Website 
  • Match any sample shown to you before purchase (where applicable) 

If Goods fail to meet these statutory standards, you may have the right to reject the Goods and claim a full refund, regardless of the provisions of this Policy. Please contact us at info@voyagetc.shop if you believe the Goods you received do not comply with these statutory requirements.

3.2 Inspection Period
Under Section 36 of the Sale of Goods Ordinance, you are entitled to a reasonable opportunity to inspect the Goods upon delivery. We recommend that you inspect all Goods promptly upon receipt and notify us of any issues within 48 hours as set out in Section 7.

3.3 Consumer Definition
For Hong Kong consumers, you are considered a “consumer” under Section 2A of the Sale of Goods Ordinance if you purchase Goods for private use or consumption (and not for business purposes such as resale) 

4. Return Eligibility – What Can Be Returned

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4.1 Eligible Goods
To qualify for return under this Policy, Goods must meet all of the following conditions:

  • Return request initiated within the 14-day Return Period (see Section 5).
  • Goods are unused, undamaged, and in their original condition.
  • Goods are returned with all original packaging, tags, labels, and any accessories included.
  • Goods show no signs of wear, washing, alteration, or installation.
  • A valid Order number is provided with the return request.

4.2 Non-Returnable Items (Final Sale)
The following items are final sale and cannot be returned or refunded:

  • Custom Goods – Any item made to your specific requirements (custom size, personalized design, bespoke color). This is because handmade custom pieces cannot be resold.
  • Items marked “Final Sale” or “Clearance” at the time of purchase.
  • Used, washed, or altered items – Any Goods showing signs of use or modification.
  • Items returned without original packaging – Where the absence of packaging materially affects resale value.
  • Items returned after the 14-day Return Period – No exceptions unless required by law.

4.3 Handcrafted Variations (Not Considered Defects)
As noted in our Terms and Conditions, our Products are handcrafted by skilled artisans. Each piece is unique and may exhibit slight variations in:

  • Color shade (due to natural fiber dye lots and screen display differences).
  • Texture and knot density.
  • Dimensions (within a tolerance of approximately 1-2 inches or 2.5-5 cm).

These variations are inherent characteristics of handmade goods and do not constitute defects or grounds for return under the “incorrect item” provisions.

5. Return Request Procedure

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5.1 How to Initiate a Return
To initiate a return, please follow these steps:

Step 1 – Contact Us
Email us at info@voyagetc.shop with the subject line: “Return Request – Order #[Your Order Number]”

Please include the following information:

  • Your Order number
  • The item(s) you wish to return
  • The reason for return (helps us improve our products)
  • Photographs of the item (if claiming damage or defect)

Step 2 – Await Authorization
We will review your request and respond within 2 Business Days. If your return is approved, we will provide you with:

  • Return Authorization Number (RMA Number)
  • The return shipping address (our Hong Kong studio)

Important: Do not ship any Goods back without receiving a Return Authorization Number. Unauthorized returns may be refused or experience significant processing delays.

Step 3 – Ship the Goods
You are responsible for arranging and paying for return shipping. We recommend:

  • Using a trackable shipping service (e.g., registered airmail, courier with tracking).
  • Purchasing shipping insurance for valuable items.
  • Retaining your proof of postage and tracking number until the refund is processed.

Step 4 – Notify Us of Shipment
Once shipped, reply to the authorization email with:

  • The tracking number
  • The carrier name

5.2 Return Shipping Costs
Return shipping costs are the sole responsibility of the buyer. This includes any customs duties, taxes, or handling fees incurred during the return journey. Original shipping costs (where applicable) are non-refundable.

For the avoidance of doubt:

  • If you received free shipping on your Order, the original shipping cost incurred by us will not be deducted from your refund.
  • If your return is due to our error (damaged or incorrect item received), we will cover return shipping costs (see Section 7).

5.3 Customs Declaration for Returns
When returning Goods internationally, you must clearly mark the package as “Returned Goods – No Commercial Value” on the customs declaration. Failure to do so may result in customs duties being charged to us, which will be deducted from your refund.

6. Refund Processing

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6.1 Inspection and Approval
Once we receive the returned Goods at our Hong Kong studio, we will inspect them to verify that they meet the eligibility conditions in Section 4. The inspection process typically takes 3-5 Business Days from receipt.

6.2 Refund Timeline
If the return is approved, we will process your refund to the Original Payment Method within 14 Business Days of receiving and inspecting the returned Goods. You will receive an email confirmation once the refund has been initiated.

6.3 Bank Processing Time
Please note that your bank, credit card issuer, or payment provider (e.g., PayPal) may require additional time to post the refund to your account. This typically takes:

  • Credit/Debit Cards: 5-10 Business Days
  • PayPal: 1-3 Business Days

We have no control over bank processing times and cannot expedite this process.

6.4 Refund Amount
Subject to the conditions in this Policy, the refund amount will be:

  • Full purchase price of the returned Eligible Goods.
  • Excluding any original shipping costs (though standard shipping is free on all orders).
  • Excluding any return shipping costs incurred by you.
  • Excluding any customs duties or taxes paid on import (these must be reclaimed from your local customs authority).

6.5 Partial Refunds
We reserve the right to issue a partial refund (or deny the return entirely) in the following circumstances:

  • Goods show signs of use, wear, or damage not caused by us.
  • Goods are missing original packaging, tags, or accessories.
  • Goods are returned after the 14-day Return Period without prior authorization.
  • The return is for Custom Goods or Final Sale Items (see Section 4.2).

In such cases, we will contact you to discuss options, which may include returning the Goods to you at your expense.

6.6 Rejected Returns
If a return is rejected because the Goods do not meet eligibility conditions, we will notify you by email within 5 Business Days of inspection. You may choose to have the Goods returned to you at your own expense. If you do not arrange for re-delivery within 30 days of notification, the Goods may be donated or disposed of, and no refund will be issued.

7. Damaged, Defective, or Incorrect Items

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7.1 Reporting Issues
If you receive Goods that are:

  • Damaged in transit
  • Defective (beyond reasonable handcrafted variations)
  • Incorrect (different item from what you ordered)

Please contact us immediately at info@voyagetc.shop within 48 hours of delivery. Your email must include:

  • Your Order number
  • Clear photographs showing the damage, defect, or incorrect item
  • Photographs of the packaging (if transit damage is claimed)
  • brief description of the issue

7.2 Resolution Options
Upon verification of the issue, we will, at our discretion:

  • Arrange for a replacement item to be shipped at no cost to you (subject to stock availability); OR
  • Issue a full refund, including any shipping costs paid (though standard shipping is free).

We may request that you return the damaged/defective/incorrect item to us for quality control inspection. In such cases, we will provide a prepaid return shipping label or reimburse your reasonable return shipping costs.

7.3 Time Limit
Reports of damage, defect, or incorrect items received more than 48 hours after delivery may not be eligible for replacement or refund under this Section 7, but may still be considered under the standard return policy (Section 4) if the Return Period has not expired.

8. Exchanges

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8.1 Exchange Policy
We do not offer direct exchanges. If you wish to exchange an item (e.g., for a different size or design), please follow the return procedure in Section 5 to return the original item, and place a new Order for the desired item on the Website.

8.2 Custom Goods Exchanges
Custom Goods cannot be exchanged under any circumstances (except where we have made an error in production – see Section 7).

9. Order Cancellation

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9.1 Cancellation Before Shipment
You may cancel your Order without penalty before it has been processed for shipping (typically within 24 hours of placement). To request cancellation, email info@voyagetc.shop with the subject line: “Cancellation Request – Order #[Your Order Number]”.

If cancellation is successful, we will issue a full refund to the Original Payment Method within 7 Business Days.

9.2 Cancellation After Shipment
Once an Order has been shipped, cancellation is no longer possible. You may instead follow the return procedure in Section 5 after receiving the Goods.

9.3 Custom Goods Cancellation
Orders for Custom Goods cannot be canceled once production has commenced. Production typically begins within 24 hours of Order placement. If you wish to cancel a Custom Goods Order, please contact us immediately. We will assess whether production has started and advise you accordingly.

10. International Returns – Additional Considerations

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10.1 Customs and Duties on Returns
When returning Goods from outside Hong Kong, you are the exporter of the Goods and are responsible for complying with all applicable export regulations in your country. Please ensure that:

  • The customs declaration clearly states “Returned Goods – No Commercial Value”.
  • You do not insure the package for more than the original purchase price.
  • You retain all customs documentation for your records.

10.2 Refused Packages
If a returned package is refused or abandoned at Hong Kong customs due to improper declaration or unpaid duties, no refund will be issued, and you will be responsible for any costs incurred by us.

10.3 EU/UK Consumer Rights
If you are a consumer located in the European Union or United Kingdom, you may have additional rights under local consumer protection laws, including a 14-day withdrawal period under the Consumer Rights Directive (for EU) or Consumer Contracts Regulations (for UK). To exercise these rights, please follow the procedure in Section 5. Note that Custom Goods are exempt from the right of withdrawal under these regulations.

10.4 Australian Consumer Law
If you are a consumer located in Australia, you have rights under the Australian Consumer Law (ACL) , including consumer guarantees that cannot be excluded. Our Goods come with guarantees that they are of acceptable quality and fit for purpose. If Goods fail to meet a consumer guarantee, you may be entitled to a remedy (repair, replacement, or refund). This Policy does not limit your ACL rights.

11. Force Majeure

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We shall not be liable for any failure or delay in processing returns or refunds where such failure or delay is caused by events beyond our reasonable control, including but not limited to:

  • Acts of God, natural disasters, pandemics, epidemics.
  • War, terrorism, civil unrest.
  • Governmental actions, customs delays, or changes in law.
  • Strikes, lockouts, or postal service disruptions.

In such circumstances, we will notify you as soon as reasonably practicable and take steps to minimize the impact on you.

12. Changes to This Policy

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We reserve the right to modify, amend, or replace this Policy at any time. The “Last Updated” date at the top of this page indicates when revisions were made.

Changes will not apply retroactively to Orders placed before the effective date of the revised Policy. The version of the Policy in effect at the time of your Order governs any return or refund related to that Order.

For material changes, we will provide prominent notice on the Website. Your continued use of the Website after changes become effective constitutes acceptance of the revised Policy (for future Orders only).

13. Contact Information

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For any questions regarding this Refund and Returns Policy, or to initiate a return, please contact us:

Dearshare Technology Limited
Attn: Returns Department
15/F, Room A, Kings Tower
111 King Lam Street, Cheung Sha Wan
Kowloon, Hong Kong

📧 Email: info@voyagetc.shop
📞 Phone: +852 1111 1111

We aim to respond to all inquiries within 24-48 hours on Business Days.

Important: Please do not ship any returns to the above address without first obtaining a Return Authorization Number (RMA Number) via email. Unauthorized returns may be refused or delayed.

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