At Hiu Tung Limited , we are committed to providing you with high-quality products and a seamless shopping experience. We understand that sometimes an item may not be the perfect fit, which is why we have established the following Shipping and Returns policy. Please read it carefully.
1. Order Processing & Shipping
Orders are typically processed within 1-2 business days after payment verification. Once your order has been shipped, you will receive a confirmation email with tracking information. Please note that delivery times may vary based on your location and the shipping method selected at checkout. We are not responsible for delays caused by the carrier or customs.
2. Returns & 14-Day Right of Withdrawal
We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, you have the right to withdraw from your purchase and return the items to us.
-
Return Window: You have 14 days from the date you received your shipment to initiate a return.
-
Eligibility: Items must be unused, unworn, and in the same condition that you received them. They must also be returned in the original packaging with all tags attached. We reserve the right to refuse returns that show signs of wear or damage.
3. Return Process
To ensure your return is processed smoothly and promptly, please follow these steps:
-
Initiate Your Return: Contact our customer service team at [email protected] within the 14-day window. Please include your order number, the item(s) you wish to return, and the reason for the return.
-
Receive Confirmation: Our team will respond within 1-2 business days with your Return Merchandise Authorization (RMA) number and confirmation of your return eligibility. Do not ship your item back before receiving this confirmation.
-
Package Your Item: Securely repackage the item(s) in their original packaging, including all tags. Clearly write your RMA number on the outside of the shipping box.
-
Ship the Item: Send the package to the following address. Please note that you will be responsible for the cost of return shipping.
Hiu Tung Limited
+852 5499 8832
28/F, Lee Garden One, 33 Hysan Avenue, Causeway Bay -
Provide Tracking: Once you have shipped the item, please reply to the return confirmation email with the tracking number. This helps us monitor the incoming package and expedite your refund. We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit during the return.
4. Refunds
Once your return is received and inspected at our facility, we will send you an email to notify you of the receipt and the approval or rejection of your refund.
-
Inspection: Please allow up to 5 business days from delivery for our team to inspect the returned item(s).
-
Approval: If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
5. Refund Timing & Costs
-
Return Shipping Costs: The cost of return shipping is the responsibility of the customer and is non-refundable.
-
Refund Processing Time: The time required for the funds to appear in your account depends on your financial institution.
-
General Refunds: Please allow at least 14 days from the date we confirm receipt of your return for the refund to be fully processed and reflected in your account.
-
PayPal Refunds: Refunds to a PayPal account will be initiated immediately upon approval but may take at least 14 days to appear in your account, depending on your bank or card issuer. Due to local legal requirements and PayPal’s policies in certain jurisdictions, this process may take up to 30 days.
-
Other Payment Methods: Similar timelines apply to credit card and other digital wallet refunds, which are subject to the processing times of the issuing banks.
-
6. Exchanges
If you need to exchange an item for a different size or color, the fastest way is to return the unwanted item following the process above and place a new order for the desired item once your return is confirmed. This ensures you receive the correct item as quickly as possible.
7. Late or Missing Refunds
If you have not received your refund within the stated timeframe, please first check your bank account or PayPal balance again. Then, contact your credit card company or bank, as it may take some time before your refund is officially posted. If you have done all of this and still have not received your refund, please contact us at [email protected] .
8. Non-Returnable Items
Certain types of items cannot be returned, including perishable goods, custom products, and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
9. Contact Us
If you have any questions regarding our Shipping & Returns policy, please do not hesitate to contact us:
-
Email: [email protected]
-
Phone: +852 5499 8832