Return Policy

Thank you for choosing Firstobuy and our carefully curated collection of knitted round cushions. We fully understand that when shopping for home textiles online, it is often difficult to fully perceive material texture, colour accuracy, and actual dimensions through a screen alone. For this reason, we have established a clear, reasonable, and highly practical return policy, designed to balance your shopping experience with our responsibilities as the operating entity. This policy applies to all orders placed through www.firstobuy.com and is uniformly implemented and managed by HONGKONG KATE LIMITED as the operating entity.

I. Scope of Application and Basic Prerequisites

This return policy applies to situations where, after purchasing from our website, you are dissatisfied with a product or have reasonable concerns for non-user-related reasons. We understand that every home accessory relates to personal preference and spatial coordination, so we offer you the option of a return, provided that the product remains in a condition suitable for resale.

The basic prerequisites for a return are as follows:

• The item must have been purchased through the official channel at www.firstobuy.com, with verifiable order information;

• The return request must be submitted within 14 calendar days of the delivery date (as confirmed by the carrier's tracking record);

• The item must be in new, unused condition, with no washing, alterations, odours, pet hair, or stains;

• All original tags, hang tags, and packaging must be intact and complete, with nothing missing or damaged;

• Any enclosed cards, instructions, or accessories must be returned together with the product.

If an item shows obvious signs of user-inflicted damage, deformation from improper use, or if the request is submitted beyond the above time frame, we will be unable to accept the return. Should you have any questions about your specific situation, you are welcome to contact us in advance via email for clarification. Our working email address is customer@firstobuy.com, and staff from the operating entity HONGKONG KATE LIMITED will review and respond to your case during business days.

II. Acceptable Circumstances for Returns or Exchanges

Based on the principles of fairness and practicality, we accept returns or exchanges under the following circumstances:

1. Size discrepancy: The actual dimensions differ significantly from the stated measurements on the product page due to listing errors or personal measurement variations, affecting normal use;

2. Obvious colour variation: The actual colour differs from the website display images to an unreasonable extent, caused by shooting lighting conditions or display device differences;

3. Manufacturing flaws: Including but not limited to uneven weaving, loose edges, excessively exposed threads, or inconsistent tension in local areas—quality issues arising from the production process;

4. Shipping damage: Deformation, breakage, or soiling caused by packaging compression or rough handling during transit;

5. Incorrect or missing items: The style, colour, or quantity received does not match the order confirmation.

In the above cases, if the issue falls under our responsibility (such as manufacturing flaws, shipping damage, or incorrect/missing items), we will bear the reasonable return shipping costs. For returns initiated due to personal preference, unsatisfactory matching with décor, or other non-quality-related reasons, the return shipping cost shall be borne by the buyer. All return requests are subject to review by HONGKONG KATE LIMITED, and the review outcome will be communicated to you via email at customer@firstobuy.com.

III. Return and Exchange Procedure

For efficient processing, please follow the steps below. The entire process is coordinated by our operating entity, HONGKONG KATE LIMITED, and does not require you to use any third-party platforms or tools.

Step 1: Submit a return request
Please send your return request via email to customer@firstobuy.com. Your email must include the following information:

• Order number (found in the confirmation email received at the time of purchase);

• Name and quantity of the item(s) you wish to return;

• Reason for return (please be as specific as possible, e.g., "actual diameter is approximately 2cm smaller than listed" or "colour is noticeably darker than the display image");

• At least one clear photo showing the issue or the overall condition of the product (even for non-quality-related returns, please provide a photo for us to verify the item's unused state);

• Your full name and shipping address (for subsequent refund or exchange dispatch).

Staff from the operating entity HONGKONG KATE LIMITED will review your request within 2 business days of receipt and reply to you via the same email address with the review result and a Return Merchandise Authorization (RMA) number. Please do not ship the item back before receiving authorisation, as unauthorised returns may not be properly received or processed.

Step 2: Pack and ship the return
Once you have obtained return authorisation, please carefully pack the item(s) along with all original packaging materials, tags, and accessories. We recommend using the original shipping box or a comparable sturdy carton for outer packaging to prevent secondary damage during transit. We also advise using a trackable shipping service and retaining your shipping receipt, as loss or damage during return transit is the responsibility of the sender.

The return shipping address will be clearly provided in the authorisation email. This address is the designated receiving warehouse of HONGKONG KATE LIMITED. Please do not send the item to any other location to avoid delays or loss. You will need to pay the return shipping fee upfront. If the return is due to our responsibility (e.g., flaws, incorrect items, etc.), we will reimburse the actual shipping cost (subject to proof of postage) together with your refund. For non-quality-related returns, the shipping cost will be at your own expense and will not be compensated.

Step 3: Inspection and processing
Upon receipt of the returned item(s), HONGKONG KATE LIMITED will complete the inspection within 3 to 5 business days. The inspection covers, but is not limited to: whether the item remains in new condition, whether tags are intact, whether packaging is complete, and whether there are signs of use or user-inflicted damage. Once the inspection is passed, we will proceed based on your original order information.

For returns: We will issue a refund to your original payment method within 7 business days after the inspection is passed. Please note that actual crediting time may vary depending on the processing policies of your bank or payment platform. For credit card payments, the refund timeline may depend on the specific policies of your issuing bank.

For exchanges: If you wish to exchange for another colour or size of the same style, and stock is available, we will dispatch the exchange item within 5 business days after the inspection is passed, and notify you of the new tracking number via email. If the requested exchange item is out of stock, we will proactively contact you to discuss alternatives or convert the request to a return.

IV. Circumstances Not Eligible for Return or Exchange

To ensure fairness, the following situations are not covered under this return policy:

• Items that have been used, washed, altered, or subjected to extended try-on;

• Items whose original tags, hang tags, or packaging have been removed, damaged, or lost;

• Stains, stretching, snagging, or abrasions caused by improper use;

• Requests submitted beyond the 14-calendar-day application period;

• Items not purchased from this website (e.g., resold or sourced through other channels);

• Items marked as "final clearance" or explicitly labelled "non-returnable" on the product page (such items will be clearly identified at the time of purchase).

If you are uncertain whether your situation falls under the above exclusions, you are welcome to email us in advance at customer@firstobuy.com, and staff from HONGKONG KATE LIMITED will provide you with an initial assessment and recommendations.

V. Supplementary Notes on Shipping Costs

• For returns or exchanges due to our responsibility (flaws, incorrect items, missing items, shipping damage), one-way return shipping costs will be covered by us (up to the standard courier rate; any excess will require mutual agreement);

• For returns due to personal preference, size estimation errors, or other non-quality reasons, return shipping costs shall be borne by the buyer;

• For exchanges, the shipping cost for dispatching the replacement item will be borne by HONGKONG KATE LIMITED;

• We do not accept cash-on-delivery (COD) return shipments. Please pay the postage upfront and retain the receipt for subsequent reimbursement (applicable only to cases where we are at fault).

VI. Handling of Abnormal Situations

If you encounter any of the following issues during the return process, please contact HONGKONG KATE LIMITED immediately via customer@firstobuy.com:

• The return package is returned to you by the courier or shows an abnormal delivery status;

• You have not received your refund or exchange notification within a reasonable time frame;

• The item is deemed ineligible for return upon inspection, but you disagree with the assessment.

Upon receiving your explanatory email, we will review the relevant records (including original order information, inspection photos, tracking history, etc.), conduct a re-evaluation, and provide a final response within 3 business days. We respect objective facts and are willing to negotiate the most appropriate resolution with you within reasonable boundaries.

VII. Policy Updates and Effectiveness

This return policy takes effect from the date of publication and applies to all orders placed after that date. HONGKONG KATE LIMITED, as the operator of this website, reserves the right to make reasonable amendments to this policy based on operational needs and changes in applicable regulations. Any updates will be posted on the Return Policy page at www.firstobuy.com, with the effective date indicated on the updated version. We recommend that you review the latest version before placing an order to ensure you are fully informed of the current policy terms.

We have always believed that a clear and transparent return policy is not only a safeguard for consumer rights but also a driver of self-discipline and continuous improvement for us as the operator. Firstobuy values the trust behind every order, and we hope that this rigorous yet considerate policy will give you added peace of mind when selecting our knitted round cushions. Should you have any questions regarding the policy terms, you are welcome to contact us at any time via customer@firstobuy.com, and we will provide you with a written explanation in detail.