Refund & Return Policy

Last Updated: 13 July 2026

Thank you for shopping with okgoods, operated by QING ORANGE NETWORK TECHNOLOGY LIMITED.

We understand that choosing stationery online is personal. A colour may look slightly different in person, a style may not match your usage expectations, or you may simply decide that an item is not suitable for your use.

Our goal is to make the return process clear, fair and straightforward. This Refund & Return Policy explains when an item may be returned, how to request a return, who is responsible for return shipping and how approved refunds are processed.

This policy applies to purchases made directly through the okgoods website.

Nothing in this policy limits or removes your statutory consumer rights under applicable law.

1. Contact Information

Before returning any item, please contact our Customer Support Team and wait for return instructions.

Business Name:

QING ORANGE NETWORK TECHNOLOGY LIMITED

WhatsApp:

2. Your Right to Cancel an Online Order

For most eligible stationery products purchased online, you may notify us that you wish to cancel your order within 14 calendar days after receiving it.

You do not need to provide a reason for a standard cancellation or change-of-mind return.

After informing us that you wish to cancel, you must normally return the eligible item within a further 14 calendar days.

These cancellation periods reflect the rights generally applying to UK distance and online sales.

To exercise your right to cancel, contact us by email or WhatsApp with a clear statement that you wish to cancel or return the relevant item.

Your cancellation request should identify:

The order number

The item or items being returned

The date the order was received

Your name and contact details

3. Return Eligibility

For a standard change-of-mind return, the stationery item must be returned in a condition suitable for inspection and resale.

The item should be:

Unused, only unpacked for simple inspection

Unmarked, unwritten on

Unaltered

Free from damage

Free from stains and marks

Free from ink, paint, glue and other stains

Free from perfume, aftershave or other strong odours

Free from smoke, cooking or pet odours

Free from pet hair

Complete with all original labels and tags

Returned with any matching accessories, spare parts, removable parts or promotional items

Returned in its original product packaging where reasonably possible

You may inspect stationery products in the same way that you reasonably would in a physical shop.

Please take care when checking stationery items. Avoid ink leakage, paint smudging, scratching or damaging stationery surfaces.

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and usage experience, we may make a reasonable deduction from the refund to reflect any reduction in value, where permitted by law.

4. Items That Cannot Normally Be Returned

Unless an item is faulty, damaged, incorrectly supplied or your statutory rights provide otherwise, we may be unable to accept change-of-mind returns for:

Personalised or customised stationery products with custom patterns, text, logos or exclusive tailor-made designs

Stationery items customized or modified according to your personal instructions

Custom stationery products produced to individual exclusive specifications and requirements

Opened, unsealed or partially used ink pens, gel pens, refills and liquid stationery with damaged hygiene packaging

Opened and unsealed correction tapes, correction fluids, glue sticks and liquid adhesive products

Unpacked, tried or partially consumed colored pencils, markers, watercolor paints and painting stationery sets

Notebooks, planners and journals with torn packaging, opened seals, scribbled marks or damaged inner pages

Hygiene-sensitive stationery with broken sealed packaging, including pencil sharpeners, erasers and portable stationery sets

Items that have been used, scribbled on, modified or partially consumed by customers

Stationery items damaged through misuse, improper storage or artificial damage

Products missing original packaging, labels, matching accessories, parts or complete components

Gift cards, discount vouchers, store credits and prepaid service coupons

Free promotional stationery items returned without the corresponding qualifying purchase order

Any hygiene-related restriction will not remove your legal rights where the product is faulty, damaged, misdescribed or incorrectly supplied.

5. Sale, Clearance and Promotional Items

Items purchased during a sale or promotion may normally be returned under the same eligibility conditions as full-price items, unless a lawful and clearly disclosed exception applies.

A reduced price does not remove your statutory rights.

If a returned product was purchased as part of a:

Multi-buy offer

Bundle discount

Buy-one-get-one promotion

Spend-and-save promotion

Free-gift promotion

Discount-code offer

the refund may be recalculated based on the products you keep.

Where a free gift was supplied with the order, it should normally be returned with the qualifying item. If the gift is not returned, its stated or reasonable value may be deducted from the refund where permitted.

6. Starting a Return

To begin a return, contact:

okgoodsSupport@outlook.com

or WhatsApp:

+1 417 496 0117

ADD:UNIT B53, 2/F, KWAI SHING IND BLDG PHASE 1, 36-40 TAI LIN PAI ROAD, KWAI CHUNG, N.T. HONG KONG

Please do not send the item back until our Customer Support Team has provided the return instructions.

Once your request has been reviewed, we may provide:

A return authorisation number

The authorised return address

Packaging instructions

The recommended return method

Any supporting documents required

A deadline for sending the return

Approval to send an item back does not automatically confirm that a refund will be issued. Returned items remain subject to inspection.

7. Return Address

okgoods may use different fulfilment and returns facilities depending on the product, delivery destination and operational requirements.

For this reason, there may not be one universal return address.

You must contact Customer Support before returning any product.

Do not automatically return an item to:

The address printed on the delivery parcel

The courier depot

A company registration address

A payment processing address

An address found through an online search

The original sender address without written confirmation

The address shown on your delivery label may only be a fulfilment, logistics or courier address and may not be authorised to receive customer returns.

Returns sent to an incorrect or unauthorised address may be delayed, rejected or lost. We cannot guarantee that an incorrectly addressed parcel can be recovered.

8. Return Shipping Costs

Change-of-Mind Returns

For standard change-of-mind returns, the customer is normally responsible for the cost of returning the item unless we agree otherwise in writing.

We recommend using an affordable tracked delivery service.

Faulty, Damaged or Incorrect Items

Where we confirm that an item is faulty, damaged on arrival or incorrectly supplied, we will normally:

Provide a suitable return method;

Arrange collection; or

Reimburse reasonable return postage that was approved in advance.

Please do not purchase an expensive express return service without written approval.

Where reimbursement is agreed, we may only reimburse the cost of a reasonable and suitable tracked service.

9. Packaging Your Return

Customers are responsible for packaging returned products securely.

When preparing a return:

Arrange and place stationery items carefully to avoid extrusion, scratch and breakage

Use the original protective packaging, boxes or seal bags where possible

Include all original accessories, spare parts, manuals and removable components

Protect fragile and easily damaged stationery such as notebooks, paints and precision stationery tools

Use sturdy and suitable outer shipping packaging

Do not attach courier labels directly to the product’s original retail packaging

Remove or cover all previous shipping labels, barcodes and tracking information

Seal the parcel firmly and securely to prevent damage or loss during transit

Include the return reference number and relevant order information where requested

Please do not use the product’s original retail packaging as the only shipping protection. If the stationery is damaged due to improper packaging, we may make a reasonable deduction from the refund where permitted.

10. Proof of Postage and Tracking

We strongly recommend returning products using a tracked shipping service.

Please keep:

Your postage receipt

The tracking number

Photographs of the packaged return

The return authorisation

Courier collection confirmation

Any customs or shipping documents

Unless we arrange the collection or provide the return label, the returned parcel remains your responsibility until it reaches the authorised return facility.

We may be unable to issue a refund for a parcel that cannot be located and for which no valid proof of postage or tracking evidence is available.

11. Exchanges

We may be able to offer an exchange for a different:

Specification

Colour

Style

Stationery product

Exchanges depend on stock availability.

To request an exchange, contact Customer Support before returning the original item.

If the replacement product costs more, you may be asked to pay the price difference. If it costs less, the difference may be refunded to your original payment method.

In some cases, the fastest solution may be to refund the original item and ask you to place a new order.

We cannot guarantee that an exchange item will remain available while the original product is in transit.

12. Colour and Appearance

We aim to display product photographs and colours as accurately as reasonably possible.

However, the appearance of a stationery product may vary slightly because of:

Screen brightness

Monitor calibration

Mobile-device settings

Lighting conditions

Camera settings

Material texture

Batch colour difference

A minor colour difference caused by the display device or lighting does not necessarily mean that the item is faulty or misdescribed.

Where the item is materially different from the product description or photographs, please contact us with clear supporting images.

13. Damaged Items

Please inspect your order as soon as possible after delivery.

If an item arrives damaged, contact us promptly, preferably within 48 hours, so that we can investigate while the delivery information is still available.

Please provide:

Your order number

Photographs of the complete item

Close-up photographs of the damage

Photographs of the outer parcel

Photographs of the internal packaging

A photograph of the shipping label

A short video where helpful

Do not write on, repair or dispose of the damaged item before receiving instructions.

Please keep all original packaging until the claim has been reviewed.

Reporting within 48 hours helps us investigate quickly, but it does not replace or reduce any statutory rights you may have.

14. Faulty Products

Products supplied to consumers must generally be of satisfactory quality, fit for their intended purpose and consistent with their description.

If you believe an item is faulty, stop using it where continued use could worsen the issue.

Contact Customer Support and provide:

A description of the fault

The date the fault was first noticed

Photographs or video

Information about how the item was used

Confirmation that the usage instructions were followed

A product may not be considered faulty where the issue results from:

Normal wear and tear after daily use

Accidental damage

Improper storage

Improper use

Unauthorised alteration or repair

Damage caused by sharp objects, liquid soaking

Continued use after the defect became apparent

Under UK consumer law, qualifying faulty goods may be rejected for a full refund within the short-term 30-day period. Depending on the timing and circumstances, repair, replacement, price reduction or a later right to reject may also apply.

15. Incorrect Items

If we send an item that is different from the item shown in your order confirmation, contact us promptly.

Please provide photographs showing:

The item received

The product label

Specification label

The barcode or product code

The packaging

The shipping label

Do not use, alter or dispose of the incorrect item.

Once the issue is confirmed, we may:

Send the correct item

Provide return instructions

Arrange collection

Offer an alternative

Issue a refund

Where the mistake was ours, you will not be required to pay reasonable return costs.

16. Missing Items

If part of your order appears to be missing, first check:

Whether the order was divided into multiple parcels

All dispatch confirmation emails

All tracking numbers

The packaging carefully

Whether a small stationery accessory was packed inside another product

If an item is still missing, contact us and provide:

Your order number

The name of the missing product

Photographs of everything received

A photograph of the parcel

A photograph of the shipping label

Details of any damage or signs of tampering

We may review warehouse records, parcel weight and courier information before confirming the appropriate solution.

If the product is damaged due to improper handling beyond reasonable inspection, we may reduce the refund by an appropriate amount where permitted.

17. Return Inspection

Returned items will be inspected after they reach the authorised returns facility.

The inspection may confirm:

Whether the correct item was returned

Whether the stationery has been used or scribbled on

Whether labels and tags are present

Whether all accessories are included

Whether there are stains, scratches or damage

Whether the claimed fault can be confirmed

Whether the product is suitable for resale

Whether the return was sent within the applicable period

Most inspections are completed promptly, but complex cases may take longer.

If additional information is required, our Customer Support Team will contact you.

18. Refund Processing

Once the returned item has been received, inspected and approved, we will notify you.

Approved refunds will normally be issued to the original payment method.

We cannot normally send a refund to:

A different bank card

Another PayPal account

A different bank account

A third party

Another customer

A cryptocurrency wallet

An account not used for the purchase

For eligible online cancellations, refunds must generally be processed within 14 days after the goods are received back or after valid evidence of return is supplied, depending on the circumstances.

After the refund is issued, your bank or payment provider may require additional processing time before it appears in your account.

This additional processing time is controlled by the payment provider.

19. Original Delivery Charges

For an eligible cancellation of the complete order, we will refund the original standard delivery charge where required by law.

If you selected a delivery service that was more expensive than the least expensive standard service offered, the additional premium delivery cost may not be refundable.

If only part of an order is returned, the original delivery charge may not be refundable where the same delivery charge would have applied to the products retained.

20. Partial Refunds and Deductions

A deduction or partial refund may apply where legally permitted, including where:

The item has been handled beyond reasonable inspection

Tags or accessories are missing

The item is returned stained or damaged

The product has absorbed odours

The stationery has been used, scribbled or damaged

A promotional bundle is incomplete

A free gift is not returned

The remaining order no longer qualifies for a discount

The returned item has suffered a reduction in value

We will explain the reason for any proposed deduction.

We will not apply deductions that unlawfully remove or restrict your statutory rights.

21. Refunds for Multi-Buy Orders

Where an item was purchased under a multi-buy or volume discount, the refund will be calculated based on the products retained.

For example, where a discount applied only because three stationery items were purchased and one item is returned, the remaining two items may be recalculated at the price that would have applied to a two-item purchase.

The resulting difference may be deducted from the refund.

22. Discount Codes and Promotional Credits

Refunds are based on the amount actually paid after any discount.

Discount codes and promotional offers do not have a cash value.

Unless required by law or agreed by us:

Used discount codes may not be reissued

Expired promotions will not be extended

Promotional credit may be returned as promotional credit

Shipping promotions may be recalculated after a partial return

Where a refund is approved because of our error, we will review promotional benefits fairly.

23. Gift Returns

Where an item was purchased as a gift, any approved refund will normally be issued to the original purchaser using the original payment method.

We cannot normally refund the recipient directly unless the original purchaser agrees and the payment provider permits it.

Where available, we may offer an exchange or store credit.

24. Cancelling Before Dispatch

We will try to stop the order, but cancellation cannot be guaranteed once it has entered:

Payment verification

Processing

Picking

Packing

Label creation

Courier collection

If the order has already been dispatched, you may need to receive it and follow the standard return procedure.

25. Refused or Unclaimed Parcels

Refusing a parcel or failing to collect it does not automatically complete the return process.

We must normally wait for the parcel to arrive at the authorised return facility.

A refund may be reduced by reasonable costs resulting from:

Failed delivery

Return-to-sender charges

Courier handling fees

Incorrect address information

Failure to collect the parcel

Customs or import charges

Any refund will be considered after the parcel has been received and inspected.

26. International Returns

Customers returning products internationally are responsible for following the return instructions carefully.

The parcel should be clearly marked as a returned product where appropriate.

Customers may be responsible for:

Return postage

Return tracking

Customs documentation

Import or handling charges caused by incorrect declarations

Ensuring that the parcel complies with courier requirements

Please do not declare a return as a new commercial sale.

We are not responsible for delays caused by customs authorities or incomplete return documentation.

27. Chargebacks and Payment Disputes

Please contact us before opening a chargeback or payment dispute.

Our Customer Support Team will make a genuine effort to investigate and resolve eligible concerns.

If a payment dispute is opened while a refund or return is already being processed, we may pause the internal refund process until the payment provider has completed its investigation.

This helps prevent duplicate reimbursement.

We may provide the payment provider with relevant evidence, including:

Order records

Delivery tracking

Return tracking

Customer communications

Product information

Refund records

28. Return Fraud and Abuse

We reserve the right to investigate suspected misuse of the return process.

Examples include:

Returning a different item

Returning stationery purchased elsewhere

Returning counterfeit or substituted goods

Extensively using stationery before returning it

Removing labels and later reattaching them

Deliberately damaging a product

Making repeated false non-delivery claims

Submitting altered photographs

Removing accessories before returning an item

Attempting to receive both a refund and a chargeback

Returning empty packaging

Where fraud or serious abuse is reasonably identified, we may refuse the return, restrict future purchases or report the matter to relevant payment providers, couriers or authorities.

Any action taken will remain subject to applicable law.

29. Customer Responsibilities

To help us process your request efficiently, please:

Provide accurate order information

Follow the return instructions

Keep the item clean and protected

Package the return securely

Use tracked delivery

Retain proof of postage

Return all accessories

Respond to reasonable requests for information

Avoid opening a payment dispute while we are actively resolving the issue

Please communicate respectfully with our support staff. We will provide the same courtesy and respect in return.

30. Our Commitment to You

At okgoods, we want the return process to feel as clear as the ordering process.

We aim to:

Respond to return requests professionally

Explain the next steps clearly

Review each case individually

Avoid unnecessary delays

Keep customers informed

Protect personal and payment information

Offer fair solutions when an issue is confirmed

Respect applicable consumer rights

We may request photographs or additional information, but this is intended to help us understand the issue and reach the correct solution.

31. Changes to This Policy

We may update this Refund & Return Policy to reflect changes in:

Our stationery product range

Fulfilment arrangements

Return facilities

Delivery partners

Payment methods

Customer support procedures

Applicable laws and regulations

The latest version will be published on our website with its revision date.

Changes will not unfairly reduce rights that already applied to an order placed before the updated policy took effect.

32. Contact Us

For cancellations, exchanges, damaged products, faulty items, incorrect deliveries, returns or refunds, contact:

QING ORANGE NETWORK TECHNOLOGY LIMITED

WhatsApp: