Returns & Refund Policy

Last updated: 15 June 2026

Zovo Limited (“Zovo”, “we”, “our” or “the Company”) provides different types of products and production services, including blank ready-made products, ready-made products with printing or customisation, and fully custom-made products.

As our products may involve sourcing, production, printing, embroidery, customisation and other manual or production processes, the return, exchange and refund arrangements may vary depending on the product type. Please read this Returns & Refund Policy carefully before placing an order.

This policy applies to all orders placed with Zovo, including but not limited to orders made through our website, WhatsApp, email, quotation, invoice or any other order confirmed by Zovo.

1. Product Categories

Zovo products generally fall into the following categories:

1.1 Blank Ready-Made Products

Blank ready-made products refer to products that have not been printed, embroidered, processed or customised in any way. These may include blank T-shirts, polo shirts, hoodies or other ready-made apparel items.

1.2 Ready-Made Products with Printing or Customisation

These are ready-made products that have been printed, embroidered, customised or processed according to the customer’s requirements. This may include logos, artwork, text, graphics, names, numbers or any other custom design elements.

Once a ready-made product has been printed, embroidered or customised, it will be considered a customised product and is generally not eligible for return, exchange or refund.

1.3 Fully Custom-Made Products

Fully custom-made products refer to products made according to the customer’s specific requirements. These may include, but are not limited to, T-shirts, polo shirts, hoodies, uniforms, merchandise, accessories and other custom products.

As these products are made according to the customer’s selected style, colour, size, material, artwork, quantity and other order requirements, they are generally not eligible for return, exchange or refund.

2. Order Confirmation, Cancellation and Deposit

Once an order has been confirmed, Zovo may proceed with sourcing, material preparation, artwork preparation, production, printing, embroidery, customisation or other related work.

After an order has been confirmed and preparation or production work has started, the customer may not cancel, change or request a refund for the order.

Any deposit paid for a confirmed order is non-refundable. This includes, but is not limited to, situations where the customer changes their mind, cancels or postpones an event, provides incorrect information, fails to provide the required information on time, or where the order cannot proceed due to reasons not caused by Zovo.

3. Returns and Exchanges for Blank Ready-Made Products

Blank ready-made products are generally not recommended for return or exchange. However, Zovo may, at its discretion, accept a return or exchange if all of the following conditions are met:

1. The customer contacts Zovo within 7 days after receiving the products;
2. The products are unworn, unwashed, unused, unaltered and undamaged;
3. The original tags, packaging, accessories and product condition are fully intact;
4. The customer provides the relevant order details and product photos;
5. The products are inspected and accepted by Zovo as eligible for return or exchange;
6. The customer is responsible for all return, exchange and re-delivery shipping costs.

Zovo reserves the right to reject any return, exchange or refund request if the products have been worn, washed, used, stained, damaged, altered, or if the original tags, packaging or accessories are incomplete.

Exchange arrangements are subject to stock availability. If the requested size, colour or style is unavailable, Zovo may offer an alternative arrangement or refund, subject to our approval.

4. Customised Products Are Not Eligible for Return or Exchange

The following products are generally not eligible for return, exchange, cancellation or refund once production has been confirmed:

1. Ready-made products that have been printed, embroidered, customised or processed;
2. T-shirts, polo shirts, hoodies, jackets or uniforms made according to the customer’s requirements;
3. Merchandise, gifts, accessories or other products made according to the customer’s requirements;
4. Products made according to specific sizes, colours, artwork, logos, text, materials or quantities;
5. Products made according to confirmed artwork, quotation, order details or production requirements.

As customised products are made specifically for individual customers, Zovo will not accept returns, exchanges or refunds unless there is a clear production error or the products are materially different from the confirmed order details.

5. Incorrect Information Provided by the Customer

The customer is responsible for checking and confirming all order details before production, including but not limited to:

1. Product style;
2. Colour;
3. Size and size breakdown;
4. Quantity;
5. Logo, text and artwork content;
6. Printing or embroidery position;
7. Artwork size;
8. File format and image quality;
9. Delivery address and contact information;
10. Required delivery date and other order requirements.

If the products do not meet the customer’s expectations due to incorrect information provided by the customer, confirmed incorrect artwork, late submission of information, low-resolution artwork, spelling mistakes, incorrect size selection or any other reason not caused by Zovo, no return, exchange or refund will be accepted.

6. Differences After Artwork Confirmation

If the customer has confirmed the artwork, mockup, quotation or other order details, and the finished products are generally consistent with the confirmed materials, Zovo will not accept returns, exchanges or refunds for the following reasons:

1. The customer does not like the final result;
2. The finished products look different from the customer’s personal expectation;
3. The artwork size, position or proportion follows the confirmed artwork or mockup;
4. The customer requests changes to the design, colour, text, logo or size after confirmation;
5. The customer no longer needs the products due to event changes, cancellation or postponement.

If the customer has strict requirements for colour, material, sizing or printing results, we recommend producing a sample for approval before mass production.

7. Quality Check Before Dispatch

Zovo will conduct a basic check before dispatch based on the confirmed order details, including quantity, size, colour, printing position and general appearance.

As customised products involve manual work, production processes, different materials and different production batches, a small amount of reasonable variation may occur. If the customer discovers any clear issue after receiving the products, please contact us according to Section 8 of this policy.

8. Issues Found After Receiving the Products

If the customer discovers any clear issue relating to quantity, size, printing, product damage, missing items or other apparent defects after receiving the products, the customer must contact Zovo within 48 hours after receipt.

The customer must provide the following information for checking and follow-up:

1. Order number, invoice number or relevant order details;
2. Clear photos or videos of the affected products;
3. The quantity of affected products;
4. Close-up photos of the affected areas;
5. If the issue relates to delivery damage, photos of the outer carton, packaging and damaged areas must be provided;
6. Any other information reasonably requested by Zovo.

If the customer fails to contact Zovo within 48 hours after receiving the products, or fails to provide sufficient information for inspection, Zovo reserves the right to reject any return, exchange, replacement or refund request.

9. Handling of Production Errors

If Zovo confirms, after inspection, that the issue is caused by a production error, printing error, quantity error or a material difference from the confirmed order details, we will provide an appropriate solution based on the actual situation.

Possible solutions may include, but are not limited to:

1. Supplying the missing or affected products;
2. Re-making the affected products;
3. Repairing, correcting or re-processing the affected products where technically and commercially feasible;
4. Offering a partial refund, discount or credit where re-making or replacement is not possible due to time or production limitations;
5. Considering a refund only in serious cases, subject to the actual circumstances.

Zovo will handle the affected products only and not the entire order, unless the issue affects the whole batch. Any return, replacement or refund arrangement will apply only to the affected products.

10. Delivery Time and Event Deadlines

If the customer has a specific event date, usage date or urgent deadline, the customer must clearly inform Zovo before placing the order.

If an issue requires follow-up but there is insufficient time or production capacity to arrange re-making or replacement before the customer’s event or deadline, Zovo may offer another appropriate solution, such as a partial refund, discount or credit, depending on the actual situation.

Zovo will not accept returns, exchanges or refunds due to event cancellation, event postponement, change of event arrangements or the customer no longer needing the products.

11. Colour Difference

A small amount of colour difference is normal and will not be considered a product defect.

Product colour and printing colour may be affected by the following factors:

1. Screen display differences;
2. Lighting during photography;
3. Fabric colour;
4. Fabric material;
5. Ink or printing materials;
6. Printing method;
7. Production batch;
8. Heat, processing conditions and other production factors.

If the customer has strict colour requirements, we recommend providing Pantone colour codes, physical colour samples or producing a sample for approval before mass production. For orders without sample approval, Zovo will not accept returns, exchanges or refunds due to reasonable colour differences.

12. Size Tolerance

Slight size variation may occur during apparel and product production. Differences in fabric, cutting, sewing, production batch and washing conditions may all affect the final size.

In general, a size tolerance of up to ±2cm is considered a normal production tolerance and will not be considered a product defect.

Size charts are for reference only and do not constitute an absolute guarantee. If the customer has strict size requirements, we recommend confirming a physical sample before mass production.

13. Printing Position and Manual Production Tolerance

Printing, embroidery, heat transfer, sewing and other production processes may involve manual positioning and may vary slightly between different product sizes.

As a result, the printing position, artwork height, left-right alignment, embroidery position or other placement details may have slight variation.

If such variation falls within a reasonable production tolerance, it will not be considered a product defect, and Zovo will not accept returns, exchanges or refunds on this basis.

14. Situations Where Returns, Exchanges or Refunds Are Not Accepted

Unless confirmed by Zovo as a production error, returns, exchanges or refunds will not be accepted in the following situations:

1. The customised product has been confirmed for production;
2. The product has been printed, embroidered, customised, processed or altered;
3. The customer changes their mind;
4. The customer’s event is cancelled, postponed or changed;
5. The customer provides incorrect size, quantity, colour, logo, text or artwork;
6. The customer requests changes after confirming the artwork;
7. The customer does not like the finished product subjectively;
8. There is a small and reasonable colour difference;
9. There is a size variation within ±2cm;
10. There is a slight and reasonable variation in printing or embroidery position;
11. The product has been worn, washed, used, stained or damaged;
12. The product tags, packaging or accessories are incomplete;
13. The customer fails to provide sufficient information for checking;
14. The customer fails to notify Zovo of the issue within 48 hours after receiving the products.

15. Refund Method and Processing Time

If Zovo confirms that a refund is required, the refund will generally be made through the original payment method.

Refunds are normally processed within 7 to 14 working days. The actual time required for the refund to reach the customer’s account may vary depending on the bank, credit card company, payment platform or other third-party processing time.

If the refund only applies to part of an order, Zovo will calculate the refund amount based on the affected products, order details and actual circumstances.

16. Return Shipping Costs

If the issue is confirmed by Zovo to be caused by a production error or Zovo’s responsibility, and the affected products need to be returned for checking or handling, reasonable return shipping costs will be borne by Zovo.

If the customer requests a return or exchange of blank ready-made products for personal reasons, including but not limited to size issues, change of mind or other reasons not caused by Zovo, all return, exchange and re-delivery shipping costs shall be borne by the customer.

The customer must contact Zovo and obtain confirmation before returning any products. Products returned without prior approval may be rejected or not processed.

17. Final Decision

Zovo will assess any return, exchange, replacement or refund request based on the order details, confirmed artwork, quotation, payment record, photos or videos provided by the customer, and inspection of the physical products where applicable.

In the event of any dispute as to whether a product is eligible for return, exchange, replacement or refund, Zovo reserves the final right of decision.

18. Contact Us

If you discover any clear issue after receiving the products, please contact us within 48 hours after receipt and provide the relevant order details, photos or videos so that we can follow up as soon as possible.

Email: cs@zovo.hk
WhatsApp: +852 6810 8135
Website: https://zovo.hk