Refund policy

Refund and Return Policy

This Refund and Return Policy (“Policy”) applies to all purchases made from Golden Cloud Company (“we”, “us”, or “our”), a company operating in the Hong Kong Special Administrative Region (“Hong Kong”), through our online store (the “Website”).

By placing an order on the Website, you acknowledge that you have read, understood, and agree to be bound by this Policy, which forms part of the terms and conditions of sale between you and us.

1. Scope of this Policy

1.1 This Policy applies to all physical goods purchased through the Website.

1.2 If we issue gift cards or other stored‑value vouchers (“Gift Cards”), the specific terms in Section 5 will also apply.

1.3 This Policy applies to orders delivered both within Hong Kong and to any overseas destinations to which we agree to ship.

2. All Sales Final – No Returns and No Refunds

2.1 Except as expressly provided in Section 3 of this Policy or where required by applicable law, all sales are final.

2.2 Subject always to your non‑excludable statutory rights:

  • We do not accept returns or exchanges for change of mind, incorrect selection (including size, colour, model, or quantity), or buyer’s remorse; and

  • We do not provide refunds, store credit, or replacements other than in the limited circumstance set out in Section 3.

2.3 You are responsible for ensuring that all order details, including product selection, specifications, quantities, shipping address and contact information, are accurate before confirming your order.

3. Sole Exception – Broken or Damaged Goods on Arrival (7‑Day Limit)

3.1 Nothing in this Policy is intended to exclude, restrict, or modify any rights, remedies or warranties that you may have under the laws of Hong Kong, including the Sale of Goods Ordinance (Cap. 26), to the extent such rights cannot be lawfully excluded or limited.

3.2 The only exception to our “no return, no refund” policy is where goods are broken or materially damaged upon receipt.

3.3 For the purpose of this Policy, “broken or materially damaged” means physical damage that:

  • Is present at the time you first receive the goods; and

  • Materially affects the normal use or function of the goods; and

  • Is not caused by misuse, mishandling, improper storage, or normal wear and tear after delivery.

3.4 If your goods are broken or materially damaged on arrival and you wish to request a remedy, you must:

  • Notify us in writing within 7 calendar days from the date you receive the goods; and

  • Follow the claims procedure in Section 4.

3.5 Subject to verification under Section 4, and to applicable law, we may offer one of the following remedies for broken or materially damaged goods:

  • Replacement of the same item (subject to stock availability); or

  • A refund to the original payment method.

The choice of remedy will be determined by us, unless otherwise required by law.

4. Claims Procedure and Return Requirements

4.1 To make a claim for broken or materially damaged goods under Section 3, you must contact us within 7 calendar days of receipt at:

Email: info@fishyarn.com

and provide:

  • Your full name and contact details;

  • Your order number and date of purchase;

  • A clear description of the damage; and

  • Photographic or video evidence showing the damage and the outer/inner packaging.

4.2 We may request additional information, photographs, videos or other evidence where reasonably necessary to assess your claim.

4.3 Do not return any goods without our prior written authorization. Any unauthorized returns may be refused and returned to you at your cost.

4.4 Where a return is authorized:

  • We will provide you with written return instructions, including the return address;

  • Unless otherwise required by law or expressly agreed by us in writing, you are responsible for all return shipping costs, including tracking and insurance; and

  • Risk of loss or damage to the goods in transit back to us remains with you until the goods are received by us in good order, unless otherwise required by law.

4.5 If you fail to notify us within the 7‑day period, or fail to provide sufficient evidence of the damage, we may (where permitted by law) reject your claim and no refund or replacement will be provided, without affecting any mandatory statutory rights you may have.

5. Gift Cards (If Applicable)

5.1 All Gift Card sales are final. Gift Cards are non‑refundable and non‑returnable, except where required by applicable law.

5.2 Gift Cards:

  • May only be redeemed for eligible products and/or services offered by us, as specified in the Gift Card terms;

  • Cannot be redeemed for cash, except where required by law; and

  • Will not be replaced or refunded if lost, stolen, damaged, or misused, except where required by law or at our sole discretion.

6. Shipping, International Orders, and Charges

6.1 Shipping and delivery terms (including available destinations and estimated delivery times) are set out separately on the Website. In the event of any inconsistency, this Policy governs with respect to refunds and returns only.

6.2 For overseas shipments:

  • You are responsible for complying with all import, customs, and regulatory requirements in the destination country; and

  • You are responsible for all customs duties, taxes, and other charges, unless we expressly state otherwise at checkout.

6.3 Original shipping, delivery, customs and handling charges are non‑refundable, except where we are required by law to refund them.

7. Non‑Transferability

7.1 Rights and remedies under this Policy are available only to the original purchaser named on the order and are not transferable to any other person, except as required by applicable law.

8. Governing Law and Jurisdiction

8.1 This Policy, and any dispute or claim arising out of or in connection with it (including any non‑contractual disputes or claims), is governed by and construed in accordance with the laws of Hong Kong.

8.2 You agree to submit to the non‑exclusive jurisdiction of the courts of Hong Kong, without prejudice to any mandatory rights you may have under the laws of your place of residence.

9. Amendments

9.1 We reserve the right to amend, update, or replace this Policy at any time, subject to applicable law.

9.2 Any changes will take effect upon being posted on the Website. Your continued use of the Website and/or further purchases after any such changes are posted constitutes your acceptance of the revised Policy.

10. Contact Us

If you have any questions regarding this Policy, or wish to make a claim in relation to broken or damaged goods, please contact:

Golden Cloud Company
Email: info@fishyarn.com
Phone: 6435 1111
Address: 489–491 Castle Peak Road, B8‑3, 3/F, Block B, Cheung Sha Wan, Kowloon, Hong Kong SAR