Refund policy
In-store, retail and local online shopping
The following return and exchange arrangements apply to purchases made in-store, at retailers and online.
All products purchased from physical stores, retailers and online stores are not subject to returns, refunds, order cancellations and exchanges. We will only make special replacements for defective products. Only when the goods are confirmed to be defective products can they be replaced under exceptional circumstances. If you think the product you received is a defective product, you must first verify it with our customer service staff (online shopping) or store clerk. The company also reserves the right to test the product first to verify product problems, and then replace it after confirming the problem.
You need to check whether the product has any appearance defects or whether the accessories are sufficient as soon as possible after picking up the goods. If you pick up the goods in the store or do not raise any questions within 7 days after receiving the goods, we cannot arrange to replace the product or accessories due to reasons such as product appearance defects or missing accessories. If our customer service (online shopping) or store clerk has reasonable grounds to believe that the product has been used, cleaned, or damaged through abnormal use, we cannot arrange a return or replacement. All products requested for replacement must be unused and fully packaged.
If you think there is a problem with the product and needs to be replaced, please contact our customer service staff during office hours. After the problem is verified, please follow the arrangements of our customer service staff to replace the product.
If you choose to arrange delivery for in-store shopping or purchase from an online store for delivery, you need to bring the product back to your ordering store or to the customer service center for processing when replacing the product.
Please show us the original purchase receipt or the relevant electronic receipt before requesting an exchange.
Pre-order/Pre-sale products
When ordering a product, please pay attention to the expected arrival date stated on the payment receipt or order form. If the pre-order is not picked up, you can bring the original reservation receipt to the store to arrange an exchange, but no refund is provided.
If the product cannot be delivered to the store or to the address requested when ordering within 30 days from the arrival date specified on the order, you can contact our customer service first, and a refund can be arranged after confirmation. If you have not received a notification from us by the estimated arrival date, please contact our store or customer service staff to inquire about the arrival time.
When picking up, exchanging or refunding reserved products, the payment receipt and original booking document must be presented.
Online overseas shopping
If you think the product has a problem and needs to be replaced, please contact our customer service within 7 days after receipt for follow-up.
Due to logistics reasons, we are unable to arrange exchanges, returns, or refunds for overseas purchases due to minor product appearance reasons that do not affect the use of the product. The final arrangement is subject to notification from our customer service staff.
Similarly due to logistics reasons, we are unable to provide one-year product maintenance for overseas purchases, but most problems can be solved without repair after contacting our customer service staff. For details, please contact our customer service staff first. If parts need to be provided for local processing, customers will need to pay express delivery fees.
Shipping to areas outside Hong Kong requires additional express freight. The freight is subject to the quotation at the time of payment on this website. It only includes shipping costs and does not include local import taxes and other fees. If there are import taxes, the recipient needs to pay the local customs or courier company.
