Write to the bench, not to a call centre.

WhatsApp is fine for a photograph of a wall, a thread or a cartridge. Email is better for anything with an attachment list, a purchase order number or a customs document, because it keeps the thread in one place for the record.

• The product name or SKU, for example BG-BAR-01.
• Quantity, and whether the quantity is per finish or mixed.
• Finish: unlacquered brass, lacquered brass, PVD, chrome or matte black.
• Destination country and postcode, so we can quote freight and state the duty position.
• The date you need it on site, not the date you hope to order.
• For taps and shower fittings: your supply pressure, and whether the wall is stud, solid masonry or tile over board.
• For a return or a fault: the invoice number, the delivery date and photographs.

An enquiry that arrives with those seven lines gets a quote in one reply. One that arrives as "how much is the brass towel bar" gets a reply asking four questions, which costs a day. We are not being difficult — the finish and the wall type change both the price and the fixing pack, and the destination changes the duty position.

This site does not take card details, does not run a checkout and does not store payment data of any kind. Payment is arranged after our written confirmation, by bank transfer or by a method we name in the invoice. Full terms are on the terms page.

Write to lishengfa2026@outlook.com with the invoice number and, where it applies, photographs of the fitting, the thread or the carton. We acknowledge every complaint within 1 working day and give a substantive answer within 3 working days — either a replacement, a refund, a spare part, or a clear reason why the claim falls outside the returns policy.

If the first answer does not settle it, reply and ask for escalation. An escalation is reviewed by a second person and answered within 10 working days. If it still is not resolved, you may write to the registered office by post, marked COMPLAINT, and we will answer in writing. Nothing in this procedure removes any right you have under Hong Kong law or under the consumer law of your own country.