Returns Policy

We want you to be completely satisfied with your purchase! If you're not 100% happy, here’s everything you need to know about returns and refunds.

1. Order Cancellation

  • Changed your mind? Contact us at info@gvconline.com or call +852 2330-1663 as soon as possible with your order number.
  • If your order hasn’t been shipped, we’ll do our best to cancel it.
  • If it’s already on its way, you can still return it within 30 days by following our return process.

2. 30-Day Money-Back Guarantee

  • You can return any item within 30 days of delivery for a full refund or exchange, provided:
    • The item is in its original condition, unused, and with all packaging and paperwork.
  • Non-refundable items include:
    • Engraved products (engraving fees are non-refundable).
    • Customized or special orders.
    • Sale or discounted items.
  • Important: Customers are responsible for return shipping costs, including any applicable taxes or duties. All return packages must be insured, as we cannot issue refunds for items lost or damaged in transit.

3. Partial Refunds

  • Partial refunds may be granted for:
    • Items not in their original condition.
    • Items that are damaged or missing parts for reasons not due to our error.
    • Items returned more than 30 days after delivery (if applicable).

4. International Returns

We accept international returns! Please note:

  • Return shipping costs, duties, and taxes are the customer’s responsibility.
  • If your package is damaged during shipping, contact us immediately so we can assist with a claim.

5. Refund Processing

  • Refunds are processed within 7-10 business days after we receive and inspect the returned item.
  • Refunds will be issued to your original payment method.
  • Items that show wear, damage, or alterations (e.g., resizing) cannot be refunded.

6. Gift Returns

  • If the item was marked as a gift at purchase and shipped directly to you:
    • You’ll receive a gift credit for the value of your return.
    • Once the returned item is received, we will issue a gift certificate to you.
  • If the item wasn’t marked as a gift or was sent to the purchaser:
    • Refunds will be issued to the original purchaser, who will be notified of the return.

7. How to Return an Item

  1. Contact Us: Email info@gvconline.com with your order number and reason for the return.
  2. Package the Item Securely:
    • Include all original materials, such as packaging, paperwork, and diamond certificates (if applicable).
    • Lost certificates will incur a HKD $2000 replacement fee.
  3. Insure Your Package:
    • Use a trackable and insured shipping method to protect your return during transit.
    • Uninsured, damaged, or lost returns will not be refunded.
  4. Send the Package: Our team will provide the return address and detailed instructions.

8. Late or Missing Refunds

If you haven’t received your refund, follow these steps:

  1. Check your bank account again.
  2. Contact your credit card company; it may take some time for the refund to post.
  3. Contact your bank, as processing times may vary.
  4. If you’ve done all of this and still haven’t received your refund, contact us at info@gvconline.com.

9. Shipping Address

To return your product, send it to: Unit 3, 3/F, Guardforce Centre, 3 Hok Yuen Street East, Hung Hom, Kowloon, Hong Kong.

For questions or assistance, contact us at info@gvconline.com or +852 2330-1663. We’re here to help at every step of the way!