Refund policy

Thank you for shopping with WINNER FLY LIMITED. We are committed to providing our customers with high-quality products and excellent service. If you are not completely satisfied with your purchase, we will assist you through our refund and return process.

1. Refund Eligibility

Customers may request a refund within 30 days from the date of receiving the order.

To be eligible for a refund, the following conditions must be met:

  • The product must be unused and in its original condition.
  • The item must include the original packaging, accessories, and tags (if applicable).
  • Customers must provide valid order information or proof of purchase.
  • The product must not have been damaged due to misuse, improper handling, or unauthorized modifications.

All refund requests are subject to review and approval by our customer service team.

2. How to Request a Refund

To request a refund, please contact our customer service team and provide the following information:

  • Order number
  • Customer name
  • Product details
  • Reason for return
  • Photos or videos of the product (if the item is damaged or defective)

Please contact us at:

Company Name: WINNER FLY LIMITED
Address: Room B2, 1/F, Luen Ming Hing Factory Building, 36 Mok Cheong Street, To Kwa Wan, Kowloon, Hong Kong
Email: service@winnermart.shop
Phone: +852 4748 6099

Our customer service team will review your request and provide further return instructions.

3. Return Shipping Costs

Damaged, Defective, or Incorrect Items

If you receive a product that is:

  • Damaged during transportation
  • Defective or has quality issues
  • Incorrectly shipped
  • Missing important parts or accessories

WINNER FLY LIMITED will be responsible for the return shipping costs.

After confirming the issue, we will provide return instructions and cover reasonable return shipping expenses.

Customer Preference Returns

If the return request is caused by personal reasons, including:

  • Changed your mind
  • Ordered the wrong product
  • No longer need the item
  • Personal preference

The customer will be responsible for the return shipping costs.

Return shipping fees are non-refundable unless the return is caused by an error made by us.

4. Refund Processing

Once we receive and inspect the returned item, we will notify you regarding the approval or rejection of your refund.

If your refund is approved:

  • The refund will be processed to your original payment method.
  • Refunds are generally completed within 5–10 business days after approval.
  • The actual refund arrival time may vary depending on your bank, credit card company, or payment provider.

Original shipping fees may be refunded when the return is caused by defective, damaged, or incorrect products.

5. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 7 days after delivery.

Please provide supporting information, including:

  • Photos of the damaged item
  • Videos showing the product issue
  • Order details

We will review the case and provide an appropriate solution, including refund, replacement, or return assistance.

6. Non-Refundable Items

The following items may not qualify for refunds:

  • Products that have been used, altered, or modified.
  • Items damaged due to customer misuse.
  • Products returned without original packaging or accessories.
  • Items that do not meet our return conditions.

Exceptions may apply for defective or incorrectly shipped products.

7. Order Cancellation Policy

Orders may be cancelled within 24 hours after purchase, provided that the order has not entered the fulfillment or shipping process.

Once an order has been shipped, cancellation requests cannot be accepted. Customers may request a return after receiving the product according to this Refund Policy.

8. Contact Information

For any questions regarding refunds or returns, please contact us:

WINNER FLY LIMITED
Room B2, 1/F, Luen Ming Hing Factory Building, 36 Mok Cheong Street, To Kwa Wan, Kowloon, Hong Kong

Email: service@winnermart.shop
Phone: +852 4748 6099

We appreciate your business and are committed to providing a safe, reliable, and satisfying shopping experience.