Returns & Refunds
What is the return and exchange policy?
For defective and incorrect items, we have a 30-day exchange policy upon receipt of order, subject to the following terms and conditions:
- Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.
- Items purchased as part of a set or a multi-item pack must be returned as a whole set.
- If you change your mind about the product, please see instructions below.
- This return policy does not apply to items, which have been stated as Non-exchangeable or Non-returnable
For returns, please contact [email protected] with your order number and information on the affected item. Returned items must meet the requirements above.
Refund is only applicable if item is out of stock.
What happens if I am unhappy with the product I purchase or I changed my mind?
We do not accept return of items if you have made an incorrect purchase or you changed your mind after receiving the items. Please review your cart before completing the order.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: ON PO VILLAGE, HONG KONG , Hong Kong Island Hong Kong SAR China.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
We will be responsible for paying for your own shipping costs for returning defective and incorrect items.
Please follow the instructions below:
Indicate on your invoice which item(s) you are returning.
Pack your item(s) and invoice into a bag or box (ideally the original delivery box).
Check for the nearest SF Express store to drop off your package for return.
SF Express will ask you to fill out a short local delivery form upon pick-up for drop off. Inform SF Express that the package will be paid for upon receipt (or select “pay upon receipt” / Paid by Receiver (PR) if scheduling online)*
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over HK$300, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.