Sheet R-01 · Returns

Returns, faults and the line between them.

Write to lishengfa2026@outlook.com before you post anything back. We issue a return number in 1 working day. A fitting that has been installed, plumbed in or drilled is not a change-of-mind return.

Sheet

R-01

Window

14 days

Refund

10 working days

Warranty

12 months

00

The numbers on this sheet

Change of mind	14 days from delivery, unopened and undrilled. 14 days
Refund issued	After inspection, to the original payment method. 10 working days
Mechanism warranty	Cartridges, spindles, springs and pump heads. 12 months
Transit damage reported	Photograph the carton and the fitting on the day of delivery. Same day
Missing or wrong fixing pack	We post the correct pack at our cost. Same day report
Reply to a return request	Before you post anything back. 1 working day

1. The 14-day window

   You have 14 days from the day the parcel is delivered to tell us you want to return a fitting. The count starts on the delivery date recorded by the courier, not the date of the invoice and not the date you open the carton. Tell us inside the window; you do not have to have posted it by day 14, but do not sit on it, because we cannot accept a return that arrives six weeks later with no prior notice.

2. What can come back

   A change-of-mind return must be unused, undrilled and complete: the fitting, its fixing pack with the screws and wall anchors untouched, the post caps and the care card, in the original wrap and carton. The carton has to survive the trip back, so keep it until you are sure about the piece. Hand the parcel to a tracked service and keep the receipt, because the goods are your responsibility until they reach our registered office.

3. What cannot come back for change of mind

   A fitting that has been installed, plumbed in or drilled cannot be returned for change of mind. That is the whole rule, and it is not a technicality. Once a bar has been screwed to a wall, a tap body has been sealed into a G1/2 or NPT supply, or a shelf post has been fixed into a stud, the piece has been used, the fixing pack has been consumed and the surfaces carry the marks of that work. The same applies to a fitting that has been cut, re-threaded, soldered, painted or modified, and to any piece ordered in a non-standard finish or length.

   We also cannot take back a piece that has been exposed to standing water, limescale remover, abrasive cream, bleach, hydrochloric or phosphoric descaler, or a silicone sealant that has cured on the metal. Those are not transport faults; they are consequences of the installation and the cleaning regime.

4. Patina is intended, not a defect

   Natural patina development on unlacquered brass is the point of the material and is not a defect. Raw brass oxidises the moment it is handled. In a wet room it will move from bright to honey, then to a deeper brown, and in a hard-water area it may take on a mottled grey-green cast, faster where water sits and slower on a sheltered wall. Two bars from the same lot will not age identically, and a piece photographed on a white sweep will look brighter than the piece on your wall after a winter of showers. If you want a finish that stays uniform, order lacquered brass or PVD and say so on the enquiry.

5. What we treat as a fault

   A leaking cartridge, a failed finish or a stripped thread is a fault, and we replace it. So is anything on this list, whether it is inside the 14-day window or inside the 12-month mechanism warranty:

   • A cartridge that drips or weeps from the spindle, or a lever that has lost its detent.
   • A finish that blisters, flakes, peels or lifts — as distinct from brass that has darkened.
   • A thread that strips under normal hand tightening with the correct sealing method.
   • A cracked backplate, a rose that will not seat, or a bar that has bent in ordinary towel use.
   • A pump head that fails to prime, or a spring spindle that no longer holds a roll.

   Send a photograph and a short description. We will usually ship a replacement cartridge, spindle, pump head or fixing pack rather than ask you to send the whole fitting back, because a cartridge swap takes ten minutes and a return takes a fortnight.

6. A bent bar or a missing fixing pack

   If the parcel arrives with a bent bar, do not install it and do not try to straighten it. Photograph the carton, the packing and the bar on the day of delivery, before you discard anything, and send the images to us the same day. We replace the bar and we do not ask you to return the bent one unless the courier needs it for a damage claim. If the fixing pack is missing or the wrong one is in the box — a wall anchor where a stud screw was specified, a screw of the wrong length, a missing rose grub screw — tell us the same day and we post the correct pack out at our cost. A missing fixing pack is not a reason to drill a different hole; wait for the pack.

7. How to start a return

   Email lishengfa2026@outlook.com with the invoice number, the SKU, the delivery date, the reason, and photographs where the piece is marked or faulty. We reply within 1 working day with a return number and the exact address to use. Write the return number on the outside of the carton. A parcel that arrives without a return number cannot be matched to an order and may be refused.

   The return address is our registered office: RM 03, 24/F, HO KING COMMERCIAL CENTRE, 2-16 FA YUEN STREET, MONGKOK, HONG KONG. Do not send anything to the courier's depot or to a packing address you have seen elsewhere.

8. Who pays the freight

   For a change-of-mind return you pay the outbound and return freight, and any duty or tax that comes back with the parcel. For a fault, a transit-damaged piece or a wrongly supplied item we pay the return freight and we arrange the collection where our courier serves your address. We do not refund the original outbound freight on a change-of-mind return unless the law in your country requires it.

9. Refunds

   Once the return is received and inspected, we refund within 10 working days to the original payment method — the same bank account or payment channel that paid the invoice. We refund the price you paid for the goods; we cannot refund a bank fee charged by an intermediary, and we cannot refund to a third party. If a returned fitting is not in resaleable condition because it was installed or cleaned aggressively, we will tell you and either return it to you at your cost or make a partial refund, and we will explain the deduction in writing.

10. Exchanges

    If you ordered unlacquered brass and wanted lacquered, or a 60 cm bar and needed 45 cm, we will exchange an uninstalled piece once, subject to stock. Send it back under the same 14-day window, tell us the SKU you want, and we will quote any price difference and the new freight before we ship. An exchange on a made-to-length or non-standard finish piece is not available.

11. Warranty is not the same as a return

    The 14-day window is about changing your mind. The 12-month mechanism warranty is about a part that fails in normal use: a cartridge, a spindle, a spring, a pump head, or a finish that lifts without abuse. A warranty claim does not require the original carton and does not depend on the 14-day window, but it does require the fitting to have been installed to the note in the box — a bar fixed into plasterboard with no stud or wall anchor, or a shower body sealed with too much thread tape and then over-tightened, is an installation fault rather than a product fault.

12. EU and UK cooling-off

    Consumers in the European Union and the United Kingdom have a statutory right to cancel a distance sale within 14 days of receiving the goods. That right sits alongside our own 14-day window; where the two differ, the statutory right prevails for those consumers. The same limits apply: the goods must be handled no more than a shopper would handle them in a shop, so a drilled or plumbed fitting falls outside the right because it can no longer be resold. Tell us in writing and keep proof of posting.

13. If customs sends the parcel back

    If a parcel is refused or returned to Hong Kong because duty or tax was not paid, because the address was wrong, or because documents were not supplied, we will contact you when it arrives. We can re-ship it once the charges and a second freight cost are settled, or refund the price of the goods less the original outbound freight and any return charges the courier billed us. Nothing is refunded until the parcel is back in our hands and inspected.

Last updated 9 September 2026 · Lishengfa Trading Limited