Refund policy
Returns, refunds and cancellations
Last updated: October 26, 2026. Orders placed before this update remain subject to the terms provided when they were purchased.
le Charchell is operated by KAINOR CLOTHING LIMITED. For order support, contact zncainan@gmail.com or +852 6880 9701. Service hours: China working days, 09:00–18:00 (UTC+8).
Our 30-day return policy
For standard, non-custom yarn and clothing raw materials, you may request a return within 30 days after receiving your order. For a change-of-mind return, you pay the actual cost of returning the goods. We do not charge a restocking fee. Return shipping charges depend on your location, the carrier and the packed shipment. Contact us with your order number and the items concerned for return instructions; send goods to the Hong Kong return address below.
Use Orders & returns — cancel or return an order to view your order and submit an available request. You can also notify us by email. Please keep your request and dispatch records. Contacting us for return instructions does not make a statutory withdrawal conditional on prior approval or a reason.
Cancel before dispatch
Submit a cancellation request through Orders & returns or email us, identifying your order and the items to cancel. The online cancellation request is available before fulfilment. If an item has already been dispatched, use the return request or contact us. We will check fulfilment status and respond to your request.
Damaged, defective or incorrect goods
Contact us with your order number and details of the problem so that we can resolve it. We bear the actual return shipping cost for defective, damaged or incorrectly supplied goods; contact us to arrange the return. Photographs can help us understand the issue, but do not replace or restrict any mandatory remedies under applicable law.
Custom yarn
Goods genuinely made to your specifications or clearly personalised may be excluded from change-of-mind returns only where the applicable law permits. Selecting a standard shade or another pre-set catalogue option does not by itself make a product personalised. The standard 1kg sample format does not by itself remove consumer withdrawal rights. Any lawful custom-order exclusion must be identified before the order. Rights relating to defective or incorrect goods remain unaffected.
European Union consumer right of withdrawal
If you buy as an EU consumer, you may withdraw from an eligible online purchase without giving a reason within 14 days after the day you, or a person you nominate other than the carrier, receive the goods. For goods delivered separately under one order, the period begins after the last item is received. A deadline falling on a weekend or public holiday extends to the next working day. Our separate 30-day return policy remains available for standard, non-custom goods.
How to exercise your right
Before the deadline, use Orders & returns — cancel or return an order and follow the request and confirmation steps for the relevant order. You may instead send an unequivocal withdrawal statement to zncainan@gmail.com or to our business correspondence address below. Identify yourself, the order and the items concerned. You do not need to use the model form below, provide a reason, or wait for our approval to give a valid withdrawal notice.
Sending goods back and return costs
Send the goods back within 14 days after notifying us of withdrawal. For a change-of-mind withdrawal, you bear the direct, actual cost of returning the goods to our Hong Kong return address below. We bear return shipping costs for defective, damaged or incorrectly supplied goods. Contact us for return instructions or arrangements. No restocking fee applies. You are responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Refund timing and method
We will reimburse eligible payments within 14 days after receiving your withdrawal notice. For a full-order withdrawal, this includes the cost of our least expensive standard outbound delivery; additional costs for a more expensive delivery service you selected are excluded. We may withhold reimbursement until we receive the returned goods or evidence that you sent them back, whichever occurs first. We use the original payment method unless you expressly agree otherwise, and do not charge a refund fee. Your bank or payment provider may require additional processing time.
Optional model withdrawal form
To: KAINOR CLOTHING LIMITED, trading as le Charchell; zncainan@gmail.com; ROOM S103, 2/F, THE CAPITAL, 61-65 CHATHAM ROAD SOUTH, TSIM SHA TSUI, KOWLOON, HONG KONG.
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Goods and quantities:
Order number:
Ordered on / received on:
Consumer name:
Consumer address:
Contact email:
Date:
Signature (only if this form is submitted on paper):
Physical return address
Recipient: KAINOR CLOTHING LIMITED
ROOM S103, 2/F, THE CAPITAL
61-65 CHATHAM ROAD SOUTH
TSIM SHA TSUI, KOWLOON
HONG KONG
Telephone: +852 6880 9701
Include your order number and the returned items in the parcel. Contact us for return instructions so we can match the shipment to your order. This does not make an EU statutory withdrawal conditional on prior approval.
Nothing in this policy limits mandatory consumer rights. Purchases made for a trade or business can be governed by separately agreed business terms; describing an item as a sample does not by itself determine whether consumer law applies.