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Return Policy

Returnable items

If the product is a returnable item, you may submit the request of return within 7 days upon receival(some merchants may require the item to be returned within a shorter period). You may also return the product to one of the O2O shops.

Please retain and return all packing materials including the following: the original packaging, HKTV packaging (if applicable), tags, certificates, manufacture warranty card, manuals, gifts and all other accessories etc. Please also ensure the package is undamaged, label or tags are intact and attached to the item, and if any of these are damaged, they are deemed to be non-returnable.

We will notify you of the status of your return as soon as we received and inspected the products. If eligible, we will arrange a refund in Mall Dollars to your HKTVmall account (the amount would be based on the price shown in your order).

Remarks:

1. Each order can only be returned once.

2. The refund in Mall Dollar includes any Mall Dollars used upon purchasing the returned product. However, paid delivery fee and coupons used at the purchase will not be refunded or re-issued. 

3. If HKTVmall does not receive the product within 7 days, we reserve our right to reject your request of return.

4. Any opened, used or products damaged by customers are neither refundable.

Non-refundable items

Non-refundable and non-exchangeable goods will be indicated on the product description page.

For any missing / wrong / defective items of your order, you may report the product problem in the system within 7 days after receipt. This automated system will complete the refund / exchange process 2-3 days faster than the general customer service handling. 


How to Report Product Issues
For any missing / wrong / defective items of your order, you may report the product issues in the system within 7 days after receipt.

Kindly follow the instructions to select the relevant product in your order and provide required information (i.e. product details, description of product issue, photos, etc.).
A confirmation email / message will be instantly sent to you upon request submission.

The refund / exchange process could be completed within 2-3 days using this automatic system, which is faster than the general customer service handling. We will notify you of the case result through email or “Notification” in the HKTVmall application.

If product return / replacement is required, please retain all packing materials and ensure the product(s) is not used

*Please note that only one application can be submitted for each order.

We are sorry for any inconvenience caused by order cancellation. In case your order is cancelled, the payment will be refunded to your form of payment within two weeks. 

If the cancelled order is paid on-site at O2O Shop with other products at the store, the payment will be refunded to your HKTVmall account as Mall Dollar. The Mall Dollar will be valid for 3 months from the date of receiving the rebate and you can feel free to use the rebated Mall Dollar for your next purchase.

Kindly note that if your cancelled product is one of the products in a bundle offer, the prices of other products in the same bundle set will not be affected.

We sincerely understand to deliver the items for our valuable customers accurately and do our best to meet your needs. To provide a better shopping experience and minimize the impact of unsuccessful delivery, we will make our best effort to optimize the delivery arrangements and your favorite products will be delivered to you shortly under organized arrangement.

If orders are not available to be delivered in the original time-slot due to various unexpected incidents, we will immediately send you a notification about the unsuccessful delivery, meanwhile the status of the item in the order history will be updated to “No recipients”.

After that, your order will be brought back to our warehouse and the system will automatically reschedule your order on the next earliest delivery date again. You are able to check the latest delivery schedule in “Notification” or “Order History”.

Remark: Please be reminded that each order will arrange five times delivery only. If delivery cannot be completed in five times, the items will be destroyed and your order will be cancelled without any refund. 

For any further inquiries, please feel free to contact us.