Refund and Return Policy

At HKSeniorMall, we are committed to providing high-quality senior products. To ensure personal hygiene and product quality, this store implements the following policy:

Policy Summary

1 Sales Terms

All sales are final. This store does not accept return or exchange requests due to “change of mind,” “not meeting expectations,” or “purchasing the wrong model or size.” Please verify product specifications carefully before placing an order.

2 Defective, Damaged, or Incorrect Items

We only provide refund support for the following situations:

• Manufacturing Defects: Products with functional issues.

• Shipping Damage: Products damaged upon delivery.

• Shipping Errors: Receiving items that do not match the order.

Reporting Timeframe and Contact Method: Before returning any item, customers must first contact our support team via email at [email protected].

• Damaged or Incorrect Items: Contact us within 48 hours of receipt.

• Functional Defects: Report to us within 30 days of receipt.

Resolution: Upon verification, we will provide a full refund. This store does not offer exchanges; if you need the correct item, please place a new order after the refund.

3 Return Process and Fees

If you need to return an item due to quality issues:

• Pre-authorization: Contact us via [email protected] or WhatsApp, providing the order number and photos or videos of the issue. Return requests without email confirmation will not be accepted.

• Return Label: After verification, we will provide return instructions.

• Fee Coverage: For eligible defective item returns, customers do not need to bear return shipping fees.

4 Refund Processing Time

After approval, refunds will be issued to the original payment method:

• Credit Cards and E-wallets: Approximately 7–14 business days.

• FPS Faster Payment System or Bank Transfer: Approximately 5–10 business days.

5 Order Cancellation

We only accept cancellation requests before the item is shipped. Once the order enters the packaging or shipping process, it cannot be canceled.