Return/Exchange/Cancellation Policy (Hong Kong)

Cancellation of orders before shipment

1. If a customer has already paid for the order but requests us to cancel the order and refund, we will deduct the following charges from the refund.
   • For orders paid by bank transfer / cheque / FPS / S.F. cash on delivery, 2% or $20, whichever is higher, will be deducted. For orders paid by FPS, a further $10 will be deducted for bank charges.
   • For orders paid via PayPal, 2% or $20, whichever is higher, will be deducted.
   • For credit card payments, 4% or $30, whichever is higher, will be deducted.
   • For orders paid via Alipay/AlipayHK/PayMe/WeChat Pay/other methods mentioned above, 2% or $20, whichever is higher, will be deducted.
2. Installation fee: HK$100 will be charged for cancellation of each installed item.
3. If the order is cancelled due to our company's reasons, e.g. product delay, product out of stock, product discontinued, inventory error, we will waive the above refund fee.
4. If the reason for cancellation is to change the order, please contact us first and we will waive the refund fee if the order is successfully changed.
5. If the order is a pre-order, we may refuse to cancel the order after we have paid the supplier for the goods.

Return/exchange/cancellation of order after shipment

1. Items are non-returnable if they have been declared non-returnable.
2. If the customer chooses to return the goods after delivery for reasons other than the quality of the goods, the order handling fee, payment handling fee and installation handling fee will be deducted from the refund. The customer is responsible for the return of the goods to our warehouse and will be responsible for the shipping costs. If you request us to collect the goods on your behalf, we will deduct the cost from the refund in accordance with the actual cost basis.
3. Order handling fee (excluding delivery).
   • Order value HK$499 or below, HK$80
   • HK$100 for orders valued at HK$500-HK$1499
   • HK$180 for orders valued at HK$1500-HK$2499
   • Order value HK$2500 or above, the higher of HK$250 or 10% of the order value
4. Payment handling fee.
   • For orders paid by bank transfer / cheque / FPS / S.F. cash on delivery, 2% or $20, whichever is higher, will be deducted. If the customer has to collect the refund by FPS, a further $10 bank handling fee will be deducted.
   • For orders paid via PayPal, 2% or $20, whichever is higher, will be deducted.
   • For credit card payments, 4% or $30, whichever is higher, will be deducted.
   • For orders paid via Alipay/AlipayHK/PayMe/WeChat Pay/other methods mentioned above, 2% or $20, whichever is higher, will be deducted.
5. Installation fee: HK$100 for each returned item that has been installed.
6. External packaging (including but not limited to cartons and boxes) may be damaged in transit due to logistical factors. If such damage does not cause any harm to the product itself, it will not be considered as a quality problem. Return shipping costs will be charged if the customer requests a return.
7. Only one exchange will be granted per order and if the product is still faulty after the exchange, the customer can only return the product.
8. Exchanges or returns may be accepted at our discretion if the packaging is not in good condition, but we will charge an appropriate repackaging fee.
9. Requests for exchange or return must be made within 7 days from the date of receipt of goods.
10. The contents of the goods and their packaging must be in good condition and unused. Reasonable testing and unavoidable damage to the packaging are excluded. The Company reserves the right to interpret this provision in its entirety.
11. In the event of an exchange or return due to the quality of the goods themselves, the Company shall be responsible for the return of the goods and shall waive all charges, provided that the above requirements regarding the condition of the goods, the completeness of the packaging and the time limit for making an exchange are met.
12. If the customer fails to co-operate with the Company's collection arrangements within 14 days from the date of the exchange or return request and the Company is unable to collect the goods, the customer shall be deemed to have waived the request and shall have no further claim against the Company.
13. The Company reserves the right not to exchange the goods, but to return the goods for a refund.
14. The customer is responsible for all losses arising from the inability to use the goods at the time of exchange or return.

Actual operation of exchange/return

1. Collection of exchange/return: We will collect the goods within 7 working days after confirming the exchange/return with the customer, no same day and/or emergency exchange/return. If the goods are picked up by the customer at the time of purchase and the exchange is to be collected at home, we will charge an additional delivery fee.
2. The product must be in the same condition as when it was purchased and we will send you a replacement product in the same condition as when you purchased it. If the customer is unable to return the product to its original condition at the time of exchange/return (unassembled product must be returned in its unassembled condition with its packaging; assembled product must be returned in its assembled condition), we will charge an additional delivery fee and reserve the right to request the customer to return the product.
3. If the product is still faulty after one exchange, we will take back the product and issue a full refund.
4. Refunds will be made by the original method of payment, or by bank transfer or cheque if payment was made in cash.
5. Refunds will be issued within 10 working days of receipt of the returned goods. If we find that the returned goods do not comply with the exchange/return policy, we may deduct a partial refund or refuse to issue a refund depending on the defective condition.

Terms updated on 28 January 2022