A fault is a fault. Trail wear is trail wear.

The three cases

Sort the reason first, then the remedy.

Case	Examples on our kit	What we do	Freight
A · Manufacturing fault	Seam tape lifting or delaminating, stitch failure, buckle or zipper failure, pole ferrule or shock cord failing on first use, a shell leaking through the fabric below its rating, a stove that will not seal.	Repair, replace or refund — your choice where stock allows. Covered beyond 14 days as a warranty matter.	We pay both directions.
B · Trail wear	Abrasion on 40-denier fabric and pack base panels, scuffed carbide pole tips, worn ferrules, stretched shock cord, a DWR that stops beading, compressed hip-belt foam, UV fading on nylon, mud and resin stains, mould from a pack stored damp.	Not a fault and not refundable. We supply spares and offer a paid repair, and we will tell you honestly if a repair is not worth the freight.	You pay. Repair is quoted first.
C · Change of mind	Unused, unworn, tags attached, original wrap, within 14 days of delivery. Dry bags, sit pads, gloves and map cases must be unopened.	Refund to the original payment method, or exchange for another size or colour.	You pay return freight.

Gear that has been used on a trip cannot come back as a change of mind. That is not a loophole: once a shell has been rained on, a pack has carried 12 kg over rock, or a pole tip has ground into granite, we cannot resell it as new. A manufacturing fault found on that same trip is still covered under case A.

Transit and the first trip

A bent pole or a delaminated seam

1. 01

   Photograph before you straighten anything

   Send: the outer carton and the shipping label, the bent section with the joint and the ferrule visible, the carbide tip, and the packing inside the tube. For a seam, send a close-up of the tape edge from outside and the seam from inside, plus the batch label inside the shell or pack. Do not bend a pole back, cut the tape or wash the item before we see it — that removes the evidence and can turn a covered fault into wear.

2. 02

   Report within 24 hours of delivery, or the same day on trail

   Transit damage must reach us within 24 hours of delivery with the photographs and the order number, because the courier claim window is short. A pole that bends or a seam that delaminates on the first trip is a warranty claim: tell us within seven days of the trip and keep the batch label. Late notice does not automatically void a genuine fault, but it makes the courier claim impossible.

3. 03

   Who pays

   Transit damage and manufacturing faults: we cover return freight and the replacement shipment. If you are on a trip abroad and need the part rather than the whole item, we can air-freight a ferrule, a shock cord set or a pole section to your next town. Change of mind: you book and pay the return carriage, and we recommend a tracked service because the parcel is your risk until it reaches us.

How to start

Ask for a return number before you post.

• Email HKHBIN@outlook.com with the order number, the SKU, the reason, and the photographs. Say which case you believe applies — A, B or C.
• We reply within one working day with a return number and the exact address. The return address is our registered office: ROOM 701, UNIT 127, 7/F, TOWER B, NEW MANDARIN PLAZA, 14 SCIENCE MUSEUM ROAD, TSIM SHA TSUI, HONG KONG.
• Pack it the way it arrived: poles in a rigid tube, stoves empty and dry, shells folded with the tape protected. Write the return number on the outside. Parcels without a return number are refused, because we cannot match them to an order.
• We inspect on arrival and write to you with the outcome — refund, replacement, repair or a repair quote — usually within three working days of receipt.

Money and the small print

Refunds, exchanges, warranty and custom work

Refunds go back to the original payment method within 10 working days of our inspection, in US dollars; bank charges and currency movement on the original payment are outside our control. We refund the item value and, for case A and transit damage, the outbound freight; for case C we refund the item value only. Exchanges depend on stock — a size or colour swap is usually faster than a refund and re-order. A warranty claim is not the same as a return: warranty covers a manufacturing fault for 12 months on fabrics, seams, hardware and poles, while a return is the 14-day window for unused kit. Custom work — poles cut to your length, a pack built to a non-standard torso, embroidered team kit — cannot be returned for change of mind, though a fault in that work is still covered. If you are a consumer in the EU or UK you have a 14-day statutory cooling-off period from delivery; our window matches it and you pay the return carriage, and the goods must come back unused. If customs returns a parcel because duty was refused or the address was wrong, we contact you on arrival in Hong Kong; the return freight and any duty we are charged are deducted from the refund, and the item is held for 30 days before disposal.