Returns & Refunds Policy

1. Your Rights Under Hong Kong Law

Under the Sale of Goods Ordinance (Cap. 26), all goods sold must be:

• Of satisfactory quality — free from defects, safe, and durable
• Fit for purpose — suitable for the purpose for which they are commonly supplied
• As described — matching any description given on the website or in marketing materials

If any product you receive fails to meet these standards, you are entitled to a remedy under Hong Kong law. Nothing in this policy limits or excludes those rights.

For consumer advice, you may also contact the Consumer Council at 2929 2222 or visit www.consumer.org.hk.

2. When We Accept Returns

We accept returns in the following circumstances:

3. How to Initiate a Return

1. Contact us within the applicable time limit — email us at hello@hkdrinks.shop or WhatsApp us at +852 5344 0036 with:
   • Your order reference number (format: CIN-XXXXXX)
   • A description of the issue
   • Photographs of the item(s) and packaging (required for damage claims)
2. Await our response — We will respond within 2 business days with instructions. Do not return any item without our prior authorisation.
3. Return the item — If authorised, we will arrange collection of the item(s) at no cost to you, or provide a prepaid return label.
4. Refund or replacement — Once we receive and inspect the returned item, we will process your refund or dispatch your replacement within 7 business days.

4. Conditions for Returns

To be eligible for a return, items must meet the following conditions:

• The item must be in its original, unopened condition with the seal intact
• The item must be returned in its original packaging, including the gift box where applicable
• The item must not have been tampered with, altered, or misused
• You must provide your original order reference number
• Returns must be authorised by us in advance — we do not accept unsolicited returns

We reserve the right to refuse a return if the above conditions are not met, or if we reasonably believe the item has been misused.

5. Refunds

Once we have received and inspected the returned item(s), we will notify you of the outcome within 5 business days.

• Approved refunds will be processed within 7–14 business days of receiving the returned goods.
• Refunds will be made to the original payment method used for the purchase:
  • Credit/Debit Card — refunded via Stripe to the original card (may take 5–10 business days to appear depending on your bank)
  • FPS — refunded to the originating bank account
  • PayMe — refunded to your PayMe account
• If we are at fault (damaged, wrong, or defective item), the full order amount including delivery charges will be refunded.
• Partial refunds may be issued where only part of an order is affected.
• We do not issue refunds in cash.

6. Damaged Items — Reporting on Delivery

We strongly recommend you inspect your order at the point of delivery:

• If packaging is visibly damaged, photograph it before opening.
• If a bottle is broken or leaking, do not open the outer packaging further — contact us immediately.
• Report any damage to us within 24 hours of delivery with photographs — claims reported after this period may not be accepted.
• You do not need to return broken glass — please dispose of it safely and provide photographs as evidence.

7. Cancellations

Orders may be cancelled subject to the following conditions:

• Before dispatch — You may cancel your order at any time before it has been dispatched. Please contact us immediately via WhatsApp (+852 5344 0036) as orders are often processed quickly. A full refund will be issued.
• After dispatch but before delivery — We will attempt to recall the order. If successful, a full refund less any applicable delivery costs will be issued. If the order cannot be recalled, you will need to refuse delivery and we will arrange a refund upon return of the goods.
• After delivery — Please refer to our returns process above. Change of mind cancellations after delivery are not accepted unless goods are faulty.

We reserve the right to cancel orders in the event of pricing errors, stock unavailability, or if we suspect a breach of our Terms & Conditions (including age misrepresentation). You will be notified promptly and a full refund issued.

8. Exchanges

We do not currently offer direct product exchanges. If you wish to exchange a product:

1. Contact us to initiate a return for the original item (if eligible)
2. Place a new order for the product you wish to receive

In cases where we have sent the wrong item, we will arrange delivery of the correct item at no additional charge.

9. Disputes

If you are unhappy with how we have handled your return or complaint, you may contact:

• Consumer Council — 2929 2222  |  www.consumer.org.hk
• Customs & Excise Department — For issues relating to the sale of dutiable goods
• Small Claims Tribunal — For monetary disputes up to HK$75,000

We always encourage you to contact us first — most issues can be resolved quickly and amicably.