Effective Date: 9 December 2025
Last Updated: 9 December 2025
At Gentle Enterprises Limited 駿科企業有限公司 (“we”, “us”, or “our”), we are committed to providing high-quality products and services. This Return and Refund Policy outlines the terms and conditions for returning products purchased from our website www.rexy.com.hk (the “Site”).
Please read this policy carefully before making a purchase. By placing an order with us, you acknowledge and agree to the terms set forth in this policy.
1. Policy Overview
We sell a wide range of products, including both customized and standard products. Due to the nature of our business:
- We do not accept unconditional returns or refunds
- We only accept returns and provide refunds or replacements when products have quality defects or issues
- All return and refund requests are subject to our review and approval
2. Return Eligibility
a) Acceptable Reasons for Returns
We will accept return requests under the following circumstances:
- The product has quality defects or functional issues
- The product does not match the order specifications due to our error
- The product was damaged during shipping arranged by our company
b) Non-Returnable Situations
We will not accept returns or provide refunds in the following situations:
- The product functions normally without quality issues
- The customer ordered incorrect specifications or changed their mind
- Customized products (unless there are quality issues)
- Products that have been used or opened (unless there are quality issues)
- Requests submitted after the reporting period
- Issues caused by misuse or human damage
- Damage during customer-arranged transportation
- Packaging damage that does not affect product functionality or usability
- Counterfeit consumables claiming to be our products
- Grey market products (equipment not purchased through our authorized channels)
3. Reporting Period
To ensure timely resolution of any issues, customers must report problems within the following timeframes:
- General Products: Customers must inspect products upon receipt and report any issues within 7 days of delivery
- Equipment (Printers and Devices):
- Packaging or shipping damage issues: Must be reported within 7 days
- Functional or operational issues: Covered under the manufacturer’s warranty period
Important: Issues reported after the 7-day period may be reviewed on a case-by-case basis, but we reserve the right to accept or decline such requests at our sole discretion.
4. Return Process
If you believe your product qualifies for a return, please follow these steps:
Step 1: Contact Us
Contact our customer service team within 7 days of receiving your order. Please provide the following information:
- Order number
- Product Lot Number (Lot No.) for consumables (labels, ribbons, etc.)
- Serial Number or Machine ID for equipment (printers, devices, etc.)
- Detailed description of the issue
- Supporting evidence such as photos or videos (if applicable)
Step 2: Review and Assessment
Our team will review your request and respond within 3 business days. We may:
- Request additional information or documentation
- Ask you to perform product testing or troubleshooting
- Approve or decline your return request based on our assessment
Please note: Due to the customized nature of many of our products, we do not accept unconditional returns. All requests must be reviewed and approved by our company.
Step 3: Return Authorization
If your return request is approved, we will provide you with:
- Return authorization and instructions
- Return shipping address (if applicable)
- Any specific packaging or shipping requirements
Please ensure that products are returned in their original packaging whenever possible to prevent damage during transit.
Step 4: Inspection and Resolution
Once we receive the returned product, we will:
- Inspect the product to verify the reported issue
- Determine the appropriate resolution based on our findings
- Contact you with the outcome and next steps
5. Resolution Options
Depending on the nature of the product and the issue, we may offer one of the following solutions:
a) Preferred Options
- Replacement: We will replace the defective product with an identical or equivalent product
- Reproduction: For customized products, we will reproduce the product to the correct specifications
b) Alternative Options
- Repair: For equipment, we may offer repair services
- Partial Refund: In certain cases, we may offer a partial refund
- Credit: We may provide credit for future purchases
c) Full Refund
A full refund will only be considered when no alternative solution is feasible.
Refund Processing Time: Once a refund is approved, we will process it within 30 days. The time it takes for the refund to appear in your account depends on your payment method and financial institution.
Important Note: The specific resolution will be determined by our company based on the circumstances of each case. We reserve the right to choose the most appropriate solution.
6. Shipping Costs
Responsibility for return shipping costs depends on the reason for the return:
a) Company Responsibility
We will cover return shipping costs when:
- The product has quality defects or issues
- We shipped the wrong product or specifications
- The product was damaged during shipping arranged by our company
b) Customer Responsibility
Customers are responsible for return shipping costs when:
- The customer ordered incorrect specifications
- The customer arranged their own transportation
- The return is unauthorized or does not meet our return criteria
7. Equipment Warranty
For printers, devices, and other equipment:
- Products are covered by the manufacturer’s warranty
- Warranty periods vary depending on the model and manufacturer
- Warranty terms and conditions are subject to the manufacturer’s policies
- Customers must provide proof of purchase and serial number for warranty claims
Warranty Exclusions
Warranties do not cover:
- Human damage or misuse
- Improper use or maintenance
- Unauthorized repairs or modifications
- Normal wear and tear
- Grey market products (equipment not purchased through our authorized channels)
- Damage caused by using counterfeit consumables
8. Counterfeit Products
We take product authenticity seriously and want to protect our customers from counterfeit goods:
- We do not accept returns, exchanges, or provide warranty service for counterfeit consumables claiming to be our products
- We are not responsible for the quality, performance, or safety of counterfeit products
- If equipment damage is caused by using counterfeit consumables, the warranty will be void
- We reserve the right to refuse service for products suspected to be counterfeit
How to Verify Authenticity: All our genuine products have unique lot numbers or serial numbers. If you have concerns about product authenticity, please contact us with the product information for verification.
9. Grey Market Products
To ensure product quality and proper after-sales support:
- We only provide warranty and after-sales service for products purchased through our authorized channels
- Grey market products (equipment not purchased through our authorized channels) are not eligible for warranty service
- We cannot guarantee the quality, authenticity, or proper functioning of grey market products
- To verify product origin, please provide proof of purchase and serial number
Important: Always purchase products from authorized dealers to ensure you receive genuine products with full warranty coverage and after-sales support.
10. Sample Policy
To help customers make informed purchasing decisions:
- We may provide free samples depending on the nature of your project and purchase volume
- Sample availability is determined on a case-by-case basis to ensure reasonableness
- For bulk orders, we recommend ordering samples for testing before placing large orders
For more information about sample requests, please contact our sales team.
11. Customer Responsibilities
To ensure smooth transactions and minimize issues, customers are responsible for:
- Verifying specifications: Confirm product specifications before placing an order
- Immediate inspection: Inspect products immediately upon receipt
- Timely reporting: Report any issues within 7 days of delivery
- Proper storage: Keep products and packaging in good condition
- Accurate information: Provide accurate problem descriptions and supporting evidence, including lot numbers or serial numbers
- Following instructions: Follow our return instructions carefully
- Proper use: Use products correctly according to instructions and guidelines
- Genuine consumables: Use only genuine consumables to maintain equipment warranty
- Record keeping: Keep records of lot numbers, serial numbers, and purchase receipts for future reference
12. Company Rights
We reserve the following rights:
- Final decision authority on all return and refund requests
- Right to request evidence and documentation, including lot numbers, serial numbers, and proof of purchase
- Right to decline return requests that do not meet our criteria
- Right to determine the most appropriate resolution based on individual circumstances
- Right to refuse returns or warranty service for counterfeit products and grey market goods
- Right to inspect returned products before processing refunds or replacements
13. Important Notes
- Our company offers a wide variety of products, and specific return and refund policies may vary depending on the product type
- If you have any questions or concerns, please contact our sales team before placing an order
- We strongly recommend that customers placing bulk orders test samples before placing large orders
- Please keep product lot numbers (for consumables) and serial numbers (for equipment) for future reference and warranty claims
- Always purchase products from authorized channels to ensure authenticity and warranty coverage
14. Contact Us
If you have any questions about our Return and Refund Policy or need to initiate a return, please contact us:
Company Name: Gentle Enterprises Limited 駿科企業有限公司
Email: info@rexy.com.hk
Phone: (852) 2540 5502
Fax: (852) 2857 6057
Business Address: Unit 4201-3, Hong Kong Plaza, 188 Connaught Road West, Hong Kong
香港 干諾道西188號 香港商業中心 42樓4201-3室
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (Hong Kong Time)
15. Policy Updates
We reserve the right to modify or update this Return and Refund Policy at any time without prior notice. When we make changes, we will update the “Last Updated” date at the top of this page.
We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our Site and services after any changes constitutes your acceptance of the revised policy.
This Return and Refund Policy is effective as of the date specified above and applies to all purchases made through our website.
For additional information, please refer to our Terms of Use and Privacy Policy.