[ Delivery Policy ]
The “Merchant Delivery” goods delivered by this store cannot be combined with goods delivered by other merchants to calculate delivery fee. Spent $700 on 'Merchant Delivery' products at this store to enjoy free delivery service, otherwise extra $48 delivery fee will be charged and added to your order at checkout page. The free delivery service is including Commercial Area, Residential Area and Remote Area in Hong Kong.
[ Returns and Exchange Policy ]
After receiving the items ordered, customers may apply for a replacement or refund if one of the following situations happens:
- The item does not match what was on the order.
- The item quantity does not match.
- The product has unusual deficiencies in quality (see the [ Product Quality ] section for details).
- The product has been severely damaged so that the product cannot be used, and the damage was not caused after shipment from our store (see the [ Product Damage ] section for details).
If any of the above situations occurs, the customer must contact the store within 7 days after receiving the goods, and go through the procedures of refund or exchange.
[ Return and Exchange Procedures ]
Contact the store within 7 days after receiving the goods, and provide relevant information to the store, such as order number, name, address, quantity and pictures of the product, etc.
If there is a product that needs to be returned, the customer must return the relevant item to our store in person or by courier within 7 days after receiving the product (the store will be responsible for the shipping fee).
[ Product Quality ]
Our store only sells products within the expiration date. If the customer receives products that are expired already, please contact the store within 7 days.
All products in this store are regulated by international or the manufacturing country's standards. However, every individual has a different physical status, and anyone is possible to have an allergic reaction to any natural or synthetic ingredients. Consumers are advised to carefully check the detailed ingredient list of the product before purchasing, or seek medical advice to know whether the product ingredients are suitable for individual use. Before using any new product, it should be patch-tested in a small area on the skin. If the customer finds that the product contains ingredients that is not suitable for individual use after purchasing the product, or if there is any allergic reaction after use which has nothing to do with the quality of the product, the store will not accept returns or refunds.
In addition, some products are 100% natural with no artificial colors, fragrances, preservatives, emulsifiers or stabilizers. Even if the formula of this kind of products remains unchanged, there may still be variations in colour, smell or texture between batches. This is a normal phenomenon and will not affect the efficacy or quality of the product. In such cases, the store will not accept returns or refunds.
[ Product Damage ]
Everytime we dispatch an order, our store will follow the strict packaging process:
- Take pictures of the items in each order before packing to ensure that the products are in good conditions before sending out.
- Carefully package each item with ample protective material.
- Pack the product in a sturdy carton with sufficient filling material.
- Label or write words such as "FRAGILE" on the package.
However, since our store uses a third-party logistics service, and the delivery process is not within our control, there is still a chance that the package will be thrown or bumped during delivery, resulting in various minor damages to the goods, such as:
- Damaged labels
- Damaged boxes or wrappers
- Loosened or cracked caps or lids
- Plastic bottle slightly deformed
- Slight leakage
In most cases, the above damages will not affect the quality or use of the product, so the store will not make compensation for the damages.
If the damage is so severe that the product cannot be used, please contact the store, and the store will do its best to provide assistance to customers.
[ Other Terms ]
In the following cases, the store will not refund:
- If the order cannot be delivered due to wrong shipping information provided by the customer (such as address, contact number, recipient name, etc.)
- If the order is not successfully delivered because the customer failed to pay the required shipping fee
In the above circumstances, if the customer still fails to fulfill the responsibility within two months from the date of placing the order (including providing sufficient shipping information, paying or making up the relevant shipping costs, etc.), the order will be void without refund. If the customer still wants to purchase the relevant products, he or she must place a new order.
In addition, the following items are also non-refundable and non-exchangeable:
- Any discounted, clearance or sale items that indicate returns are not accepted
- Any freebies, accessories, trial size gifts
- Items without receipt
- Items that have been exchanged once already
