Refund and Returns Policy

1. General Overview

At XYOLIAN LIMITED, we are committed to ensuring your complete satisfaction with every purchase. This Refund and Returns Policy governs the terms and conditions under which products purchased through our website (the “Site”) may be returned, exchanged, or refunded. This policy applies to both wholesale and retail customers, unless otherwise stipulated in a separate wholesale agreement.

By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms set forth in this policy. We operate our business from FLAT E15 10/F WONG KING INDUSTRIAL BUILDING 2-4 TAI YAU STREET SAN PO KONG KL and comply with the applicable commercial and consumer protection laws of Hong Kong, alongside international trade standards for our global clientele.

Please note that due to international trade regulations and product hygiene standards, certain restrictions apply to returns. We encourage you to read this policy thoroughly before initiating a return.

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2. Return Eligibility Criteria

To be eligible for a return, your item must meet the following conditions:

• Timeframe: You must initiate the return process within 30 calendar days from the date of delivery. Any requests submitted after this period will not be accepted unless otherwise required by mandatory local consumer laws.
• Condition: The item must be unused, unwashed, and in the same condition that you received it. It must also be in its original packaging, including all tags, accessories, certificates, and protective wrapping.
• Proof of Purchase: A valid order number or receipt/invoice is required for all return requests. Wholesale customers must reference their wholesale contract number in addition to the order number.
• Resalable State: For hygiene and safety reasons, items must be free from any stains, odors, scratches, or damage that would prevent them from being restocked as new.

Non-returnable items include:

• Products that have been used, assembled, or altered in any way.
• Items returned without their original packaging or with damaged packaging that deems the product unsellable.
• Customized or personalized orders (if applicable).
• Wholesale bulk orders that have been opened or unsealed (special restocking fees apply as per wholesale terms).
• Clearance, final sale, or “as-is” items.

3. Specific Product Conditions for Returns

Given the nature of our product range (cigarette and cigar accessories), we enforce stricter hygiene-related return conditions for specific categories:

• Cigarette Filter Holders, Mouthpieces, and Cigar Mouthpieces: Due to direct oral contact, these items must remain in their original sealed packaging. If the packaging is opened, we cannot accept a return unless the item is defective upon arrival. Any returns for these items will be inspected rigorously for hygiene compliance.
• Torch Lighters and Jet Flame Lighters: All lighters are shipped without butane gas for air transport safety. Before returning a lighter, please ensure the fuel tank is completely empty of any residual gas. The lighter must be purged of all gas pressure and properly secured in its original box to prevent accidental activation during return transit. Failure to empty the lighter before shipping may result in the return being rejected or additional fees being charged by the carrier.
• Cigar Cutters and Draw Enhancers: These tools are tested for functionality. If returned, they must be free from any tobacco residue and thoroughly cleaned before packaging.
• Cigar Humidors and Cases: Humidors must be returned without any cigars inside. The humidification device must be dry and free of any liquid or gel solution to comply with shipping regulations.

4. Return Process & Instructions

To initiate a return, please follow these steps carefully:

1. Submit a Request: Contact our customer support team at info@hnmjmi.com with your order number, the SKU(s) of the items you wish to return, and the reason for the return. Please attach clear photographs of the item(s) and packaging if the return is due to damage or defect.
2. Receive Authorization: You will receive a Return Merchandise Authorization (RMA) number within 2 business days. Do not ship your item back without an RMA number, as unauthorized returns will be refused and returned to you at your cost.
3. Packaging: Securely pack the items in a sturdy shipping box. Include the RMA confirmation and your order details inside the package. Ensure the lighter is completely purged of gas as per Section 3.
4. Shipping: Send the return package to our designated return address (provided with your RMA confirmation). You are responsible for the shipping costs of returning the item unless the return is due to our error (e.g., wrong item or confirmed defect). We recommend using a trackable shipping service or purchasing shipping insurance, as we do not guarantee receipt of returned items.

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund/exchange within 5 business days of receipt.

5. Defective, Damaged, or Incorrect Items

We take great care in quality control and packaging. However, in the unlikely event that you receive a defective, damaged, or incorrect item, we will cover the return shipping costs and expedite your replacement or refund:

• Reporting Timeframe: You must notify us of any defects, damages, or order discrepancies within 7 calendar days of delivery. For defects that are not externally visible (e.g., mechanical failure of a cutter or lighter), please notify us within 14 calendar days.
• Evidence Required: Provide clear photographs or a short video of the defect or damage, along with images of the outer shipping box (showing any external damage).
• Resolution Options: We will offer either a full refund (including the original shipping fees) or a replacement unit sent at no additional cost. If the exact item is out of stock, we will offer a comparable substitute or a store credit with a bonus value.

6. Refund Process & Timelines

Once your return is inspected and approved, the refund will be processed according to the following terms:

• Refund Method: Refunds are issued to the original payment method used for the purchase. For wholesale customers with credit accounts, refunds may be issued as account credits.
• Processing Time: After approval, refunds typically take 5 to 10 business days to appear in your account, depending on your bank or payment provider’s processing times.
• Deductions: Original shipping charges are non-refundable unless the return is due to our error. In cases of “change of mind” returns, we reserve the right to deduct a 15% restocking fee from the refund amount to cover restocking and repackaging costs.
• Partial Refunds: In certain situations, only partial refunds may be granted (if applicable):
  • Items with obvious signs of use.
  • Items that are not returned in their original condition or packaging.
  • Items returned more than 30 days after delivery.

7. Exchanges

If you wish to exchange an item for a different variant (e.g., different color, wood finish, or size), please indicate your preferred replacement when submitting your return request. Exchanges are subject to stock availability.

• If the exchanged item has a higher price, the difference must be paid before shipping.
• If the exchanged item has a lower price, the difference will be refunded to you.
• Shipping fees for exchanges due to “change of mind” are the customer’s responsibility (both return and re-shipping fees).

8. Wholesale & Bulk Order Returns

For wholesale and bulk purchases, specific additional terms apply:

• Wholesale returns must be initiated within 14 calendar days of delivery.
• A 20% restocking fee applies to all wholesale returns, regardless of the reason, to cover administrative and handling costs associated with bulk inventory.
• Wholesale orders that were manufactured or sourced specifically upon request are non-returnable and non-refundable.
• Minimum order quantity (MOQ) agreements must be maintained; partial returns that would bring inventory below the MOQ will not be accepted.

9. International Returns & Customs Considerations

As we ship globally, international returns involve additional logistics:

• Customs Duties & Taxes: You are responsible for any customs duties, taxes, or brokerage fees incurred on return shipments. We recommend marking the package as “Returned Goods” to minimize customs charges, but we cannot guarantee exemption.
• Return Shipping Time: International returns may take longer to reach our facility due to customs clearance. The 5-day inspection period will only commence upon physical receipt at our warehouse.
• Prohibited Return Origins: Due to ongoing international sanctions, we cannot accept returns from, nor will we process refunds to, addresses or bank accounts located in the following sanctioned jurisdictions: Burundi, Cuba, North Korea, Sudan, Afghanistan, Belarus, Libya, Myanmar, South Sudan, Iraq, Somalia, Syria, Ukraine, Venezuela, Yemen, Iran, and Russia. If a product must be returned from one of these regions, the customer is required to first ship it to a third-party address in a permissible jurisdiction at their own risk and expense before we can process it.

10. Late or Missing Refunds

If you have not received your refund after the stated processing period:

1. Check your bank account or payment card statement again.
2. Contact your credit card company or payment provider, as they may have processing delays that are beyond our control.
3. If you have done all of the above and still have not received your refund, please contact us at info@hnmjmi.com with your order number and return tracking details. We will trace the transaction and provide you with a reference number from our payment gateway for your bank’s investigation.

11. Legal Rights and Governing Law

This Refund and Returns Policy is governed by the laws of Hong Kong, without regard to its conflict of law provisions. Our commitment to you is to resolve all return and refund issues fairly and professionally.

For consumers based in the European Economic Area (EEA) or the United Kingdom, you may have additional statutory rights regarding distance selling and cooling-off periods. Where these rights exceed our policy, the statutory rights will prevail. For all other regions, the terms of this policy constitute the entire agreement regarding returns and refunds.

12. Contact Information

If you have any questions or concerns regarding this Refund and Returns Policy, or if you need assistance with a return, please do not hesitate to reach out to our dedicated support team.

This Refund and Returns Policy was last updated on August 31, 2026. We reserve the right to modify this policy at any time. Any changes will be posted on this page with an updated effective date.

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