Last Updated: October 23, 2026

Thank you for shopping at Hubcate!

At Hubcate, we want you to enjoy a pleasant and worry-free shopping experience. We understand that sometimes a product may not meet your expectations, and we aim to make the return and refund process as clear and straightforward as possible.

This Return and Refund Policy explains the conditions and procedures for returning products, requesting refunds, reporting damaged or incorrect items, and canceling orders purchased through our website.

By placing an order with Hubcate, you acknowledge this policy, subject to your rights under applicable consumer protection laws.

1. Return Eligibility

If you are not satisfied with your purchase, you may contact us to request a return, subject to the conditions outlined in this policy and applicable law.

To be eligible for a return, products should generally meet the following conditions:

• The return request is submitted within 30 days of delivery.

• The product is unused and in its original condition.

• The product is returned with its original packaging, accessories, and included components, where applicable.

• The product has not been damaged, altered, or used beyond what is reasonably necessary to inspect it.

• Proof of purchase, such as an order confirmation or order number, is provided.

Certain products may be subject to additional restrictions due to their nature, condition, or applicable legal requirements. Any such restrictions will be applied in accordance with applicable law.

Please contact us before sending any item back. Unauthorized returns may experience processing delays.

Nothing in this policy limits any mandatory consumer rights you may have under applicable law.

2. Non-Returnable Items

Unless otherwise required by applicable law or expressly approved by our customer support team, the following items may not be eligible for return:

• Products that have been used, installed, or altered beyond reasonable inspection.

• Items damaged after delivery due to improper use, mishandling, or failure to follow product instructions.

• Products returned without necessary components or accessories.

• Items that are clearly identified as non-returnable before purchase, where such restrictions are permitted by law.

Seasonal products, including Christmas decorations and festive ornaments, are not automatically excluded from returns solely because they are seasonal. Eligibility will be determined according to the applicable return conditions and legal requirements.

If you are unsure whether your item qualifies for a return, please contact us at [email protected] before shipping it back.

3. How to Request a Return

To initiate a return, please follow these steps:

Step 1: Contact Our Customer Support Team

Email [email protected] with the subject line "Return Request."

Step 2: Provide Your Order Information

Please include the following details in your email:

• Your order number.

• The name or description of the product you wish to return.

• The reason for the return.

• Photographs of the product, if relevant to your request.

Step 3: Wait for Return Instructions

Our customer support team will review your request and explain the next steps, including the return procedure and applicable shipping arrangements.

Step 4: Ship the Approved Return

If your return is approved, please follow the instructions provided by our team. Where applicable, use suitable packaging to protect the product during transit.

Please do not send items to our business address unless our customer support team has confirmed that this is the correct return destination.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return and applicable legal requirements.

• Change of mind: If you return an eligible product because you no longer want it or have changed your mind, you may be responsible for the return shipping cost, where permitted by law.

• Damaged or defective products: If an item arrives damaged or defective, please contact us so we can review the issue and explain the appropriate resolution.

• Incorrect items: If you receive a product different from the one you ordered, please contact us for assistance with an appropriate resolution.

• Other circumstances: Return shipping arrangements will be communicated by our customer support team based on the specific circumstances and applicable law.

Any applicable return shipping charges or customer responsibilities will be explained before you proceed with an approved return, where reasonably practicable.

5. Refund Eligibility and Processing

Once your returned item has been received, where a physical return is required, we will inspect it and assess your refund request.

We will notify you of the outcome after the review.

If your refund is approved, the refund will generally be issued to the original payment method used for the purchase, unless otherwise agreed or required by applicable law.

Refund processing times may vary depending on your payment provider, financial institution, and payment method.

Please allow additional time for the refund to appear in your account after it has been processed.

If you have not received an approved refund after a reasonable period, please contact us at [email protected] with your order number.

6. Refund Amounts

Approved refunds generally cover the amount paid for the eligible returned product.

Original shipping charges, return shipping costs, taxes, and other fees will be handled according to the circumstances of the return, the applicable checkout terms, and relevant consumer protection laws.

Where a refund is required because an item is defective, damaged, incorrect, or otherwise subject to a mandatory legal remedy, the applicable legal requirements will take precedence over any inconsistent provision in this policy.

We will explain any applicable deductions or non-refundable charges before finalizing a refund where required by law.

7. Damaged, Defective, or Incorrect Items

We take product concerns seriously and want you to enjoy your Hubcate purchase.

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us at [email protected] as soon as reasonably possible after delivery.

To help us review your request, please provide:

• Your order number.

• A description of the problem.

• Clear photographs of the affected product and its packaging, where applicable.

Our team will review the information and advise you on the available resolution. Depending on the circumstances, this may include a replacement, refund, return arrangement, or another appropriate remedy.

Please retain the product and its packaging until we provide further instructions, where reasonably practicable.

Your rights regarding faulty, damaged, or incorrectly supplied goods remain subject to applicable consumer protection laws.

8. Exchanges

If you wish to exchange a product for another item, please contact us at [email protected] before returning the original product.

Exchange availability depends on product availability, the condition of the returned item, and applicable policies.

If a direct exchange is unavailable, our customer support team may explain alternative options, such as returning an eligible item and placing a new order.

Any additional price differences or shipping charges will be communicated before the exchange is finalized, where applicable.

9. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at [email protected].

We will make reasonable efforts to accommodate cancellation requests before an order enters processing or fulfillment.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible.

If an order cannot be canceled, you may be able to request a return after delivery in accordance with this policy and applicable law.

Any cancellation refund will be handled according to the order status, payment processing arrangements, and applicable legal requirements.

10. Late or Missing Refunds

If you have not received your refund after we have confirmed that it has been processed, please consider the following steps:

1. Check your original payment account and transaction history.

2. Contact your bank or payment provider to ask whether the refund is still being processed.

3. Allow for any additional processing time required by your payment provider.

4. If the refund still has not appeared, contact us at [email protected].

Please include your order number and any relevant refund confirmation details so we can assist you more efficiently.

11. Products Purchased During Promotions

Products purchased during a promotional event, seasonal sale, or other special offer are subject to the same general return procedures unless specific conditions were clearly disclosed at the time of purchase and are permitted by applicable law.

Refunds for eligible returned products will generally be based on the amount actually paid for those products, taking into account any applicable discounts and legal requirements.

If an order includes a promotional offer, bundle, or conditional discount, the refund calculation may depend on the terms of that offer.

Any applicable conditions will be reviewed and communicated during the return process.

12. Return Address and Shipping Instructions

Please contact us before returning any product.

Our customer support team will provide the appropriate return instructions and confirm the return destination, if a return is approved.

Please do not automatically send returns to our registered business address, as it may not be the designated location for receiving returned merchandise.

Customers are encouraged to retain any available return tracking information until the return has been received and the request has been resolved.

13. Contact Us

If you have questions about this Return and Refund Policy, need help with a return, or wish to inquire about a refund, please contact us using the information below.

Brand Name: Hubcate

Company Name: EVERREACH TECHNOLOGY LIMITED

Customer Service Email: [email protected]

Business Address:

ROOM 5047, FLOOR 5, YAU LEE CENTRE,
45 HOI YUEN ROAD, KWUN TONG,
HONG KONG

For faster assistance, please include your order number and a clear description of your inquiry in your email.

We appreciate your trust in Hubcate and will do our best to provide a fair, transparent, and helpful customer service experience.

Thank you for choosing Hubcate for your Christmas decorations and festive home accents.

Hubcate Customer Support
Email: [email protected]