退換貨及退款政策

小賣店 (香港) 有限公司（下稱「本公司」）致力為顧客提供優質的商品。我們在出貨前會進行檢查，但如閣下收貨後發現問題，請參閱以下政策申請售後服務。

1. 申報機制及時限

  • 運輸損壞 / 錯漏：閣下於簽收時，如發現外箱嚴重損毀、商品破損、款式錯誤或數量不符，請務必於收貨當日內 (24小時內)聯絡我們，並提供外箱及商品之照片/影片，以及運單資料，以便我們向物流公司索償。
  • 品質問題：如發現商品有非人為之品質問題（不包括外觀輕微瑕疵），請於收貨日起計 3 日內與本公司聯絡。
  • 逾期申報：超過上述時限之申請，本公司恕不受理。

2. 退換貨程序

  1. 聯絡客服：進行退換貨前，必須先聯絡我們確認。請勿在未經確認下自行寄回商品。
  2. 確認及寄回：待我們回覆確認後，請於7 個工作天內將貨品連同原有包裝及贈品（如有），以協定之方式寄回本公司，並提供運單追蹤號碼。
  3. 未經授權之退件：任何未經確認而自行寄出、或以到付形式寄回之貨品，本公司將拒絕接收，並概不負責當中所產生之運費及風險。
  4. 退回風險：貨品在退回期間如有遺失或損壞，需由顧客自行承擔責任，本公司恕不負責。

3. 不接受退換貨之情況 (重要)

基於衛生、安全及公平原則，以下情況恕不接受退貨、退款或換貨：

  1. 個人及衛生用品：包括但不限於食品、飲品、個人護理用品、化妝護膚品、貼身衣物、防疫用品等，不論包裝是否已開封。
  2. 人為損壞或使用痕跡：商品已被使用、改裝、清洗、或包裝已破損。
  3. 異味：商品沾有非原有氣味（包括但不限於香水、香薰、煙味、汗味、體味、洗衣液或柔順劑氣味等）。
  4. 個人原因：因個人喜好（如尺寸量度錯誤、與想像不符、色差問題）而提出的要求。
  5. 包裝瑕疵：鑑於商品經長途運輸，外包裝或有機會出現花痕或凹陷。在不影響商品正常使用之情況下，本公司不會受理退換。
  6. 無理索償：我們只會就訂單實際金額進行處理，恕不受理任何額外賠償要求。

4. 缺貨及退款安排

  • 換貨缺貨：如需更換之商品缺貨，顧客可選擇更換等值商品（多除少補），或選擇退款。
  • 退款方式：
    • 本公司將以原付款方式進行退款，不設現金退款。
    • 銀行轉賬：如原單以匯豐銀行轉賬/FPS付款，請提供正確之戶口資料。如因顧客提供錯誤資料導致退款失敗，本公司恕不負責。
    • 電子支付限期：如原交易已超過電子支付系統（如信用卡/Alipay）之退款期限，我們將改以銀行轉賬形式退款。
  • 處理時間：退款手續約需3 至 10 個工作天（視乎銀行處理時間而定）。手續完成後，我們會以電郵通知閣下。

5. 其他

  • 本公司保留隨時修改本條款及細則之權利，而不作另行通知。
  • 如有任何爭議，小賣店 (香港) 有限公司保留最終決定權。

【English Version】

Return & Refund Policy

Kouriten (Hong Kong) Limited (hereinafter "the Company") strives to provide high-quality products. While we check items before dispatch, please follow this policy if you encounter any issues upon receipt.

1. Reporting Mechanism & Timeframe

  • Shipping Damage / Discrepancies: If you find severe damage to the outer box, product breakage, wrong items, or missing quantity upon receipt, please contact us within 24 hours (Same Day). You must provide photos/videos of the box and items, along with the waybill info, for us to file a claim with the courier.
  • Quality Defects: For non-human quality defects (excluding minor cosmetic flaws), please contact us within 3 days of receipt.
  • Late Reports: Requests made after these timeframes will not be accepted.

2. Return Procedure

  1. Contact Us First: You must contact us for approval before returning any items. Do not ship items back without confirmation.
  2. Confirmation & Return: Once approved, please ship the item back (including original packaging and gifts, if any) via the agreed method within 7 working days and provide the tracking number.
  3. Unauthorized Returns: We will reject any items returned without prior confirmation or sent via "Freight Collect". We are not responsible for any costs or risks incurred.
  4. Risk of Return: The customer bears the risk of loss or damage during the return transit.

3. Non-Returnable Items (Important)

For hygiene, safety, and fairness reasons, returns, refunds, or exchanges are NOT accepted in the following cases:

  1. Hygiene & Personal Items: Including but not limited to food, drinks, personal care products, cosmetics, underwear, and anti-epidemic supplies, regardless of whether the packaging is opened.
  2. Damage or Signs of Use: Items that have been used, modified, washed, or have damaged packaging.
  3. Odors: Items containing non-original scents (including but not limited to perfume, aromatherapy, cigarette smoke, sweat, body odor, laundry detergent, or softener).
  4. Personal Reasons: Requests based on personal preference (e.g., wrong size measurement, change of mind, color discrepancy).
  5. Packaging Flaws: As items undergo long-distance transport, minor scratches or dents on the packaging are possible. We do not accept returns if the functionality of the item is unaffected.
  6. Unreasonable Claims: We only process refunds based on the actual order amount; strictly no additional compensation claims will be entertained.

4. Out of Stock & Refund Arrangements

  • Exchange Unavailable: If the replacement item is out of stock, you may choose to exchange it for another item of equal value (price difference to be paid/refunded) or receive a refund.
  • Refund Method:
    • Refunds will be processed via the original payment method. No cash refunds.
    • Bank Transfer: If paid via Bank Transfer/FPS, please provide accurate account details. We are not responsible for failures caused by incorrect information provided by the customer.
    • Time Limits: If the transaction exceeds the refund time limit of the electronic payment system (e.g., Credit Card/Alipay), we will refund via Bank Transfer.
  • Processing Time: Refunds take approximately 3 to 10 working days (depending on bank processing). We will notify you via email once completed.

5. General

  • The Company reserves the right to amend these terms at any time without prior notice.
  • In case of any dispute, Kouriten (Hong Kong) Limited reserves the right of final decision.
  • If there is any discrepancy between the Chinese and English versions, the Chinese version shall prevail.