Return and Refund Policy

At rpochies, we want you to love your new intimate apparel. We strive to provide detailed descriptions and high-quality images so you can make the best choice for your comfort and style. However, we understand that sometimes a product might not meet your expectations. This policy outlines how we handle returns and refunds.

1. Return Eligibility

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. To be eligible, your item must meet the following strict criteria:

  • Condition: In the same condition as you received it—unworn, unwashed, and undamaged.

  • Hygiene & Tags: All original tags, labels, and hygiene stickers (if applicable) must be intact and attached.

  • Packaging: Must be in the original packaging, including all internal protective materials and branded boxes.

  • Proof: A receipt or proof of purchase is required.

Note: For health and hygiene reasons, any item that shows signs of being worn, washed, or has had hygiene seals removed will strictly not be accepted for return.

2. How to Initiate a Return

To start a return, please contact our support team at info@hangkei.com.cn.

The Process:

  1. Email us with your order number and the reason for the return.

  2. If your return is accepted, we will send you a Return Merchandise Authorization (RMA) and instructions on how and where to send your package.

  3. Important: Items sent back to us without first requesting a return will strictly not be accepted.

3. Damages & Manufacturing Defects

Please inspect your order immediately upon delivery.

  • Shipping Damage: If the package arrives visibly damaged, please take photos before opening it.

  • Quality Issues: If the item is defective (e.g., torn lace, stitching failure, or broken hardware) or you received the wrong item, contact us immediately at info@hangkei.com.cn so we can evaluate the issue and make it right.

4. Exceptions / Non-Returnable Items

Due to the intimate nature of our products, certain items are exempt from returns:

  • Opened Panties & Briefs: For hygiene reasons, individual panties or the panty portion of a set cannot be returned if the packaging has been opened or the hygiene seal is broken.

  • Custom Orders: Personalized or custom-made products.

  • Final Sale: Items marked as "Clearance" or "Final Sale."

  • Worn Items: Any product that shows signs of perfumes, lotions, or odors.

5. Exchanges

The fastest way to ensure you get the item you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

6. European Union – 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, provided the item is in its original, unopened condition and packaging (with all hygiene seals intact).

7. Refunds

We will notify you once we’ve received and inspected your return.

  • Approval: If approved, you’ll be automatically refunded on your original payment method.

  • Timing: Please allow 5–10 business days for the refund to process.

  • Bank Processing: Please remember it can take some time for your bank or credit card company to post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@hangkei.com.cn.

8. Return Address

Please Do Not Ship Without Authorization. You must contact support to receive the correct return instructions. Unauthorized returns sent to our office address may be rejected.

Company Correspondence Address: Hang Kei Lingerie Factory Limited Unit 12-16, 29/F, CEO Tower, 77 Wing Hong St, Cheung Sha Wan, Kowloon, Hong Kong