This policy explains how HKVShop handles returns, refunds, and order cancellations. Returns are evaluated on a status-by-status basis consistent with the parcel's location in our logistics pipeline.
1. Before you send anything back
You must contact support@hkvanshop.com for prior authorization before sending any item back to us. Include your order reference number and a description of the issue. We will respond with return instructions and, where eligible, a prepaid return-shipping method.
Items sent back to us without prior authorization will not be accepted for returns or exchanges. Unauthorized returns cannot be processed for refund or return shipment and will be disposed of after 30 days.
2. Cancellation window
Before dispatch from Vancouver, you may request cancellation and a full refund; we will attempt to honour such requests where eligible based on the parcel's current status. Once an order has been air-freighted from Vancouver, cancellation is no longer possible, and any resolution proceeds under the sections below.
3. Refunds for cancellation or partial edits
If we cancel, partially cancel, or edit your order after payment, our cancellation notice will clearly state the refund handling and timing: a refund will be returned to your original payment method within a reasonable period, and any SF shipping or insurance charges already incurred remain your responsibility where applicable.
4. Returns eligibility by parcel status
Returns are only accepted in the following situations consistent with the parcel's location at the time of your request:
- Pending / YVR Queued (parcel still in Vancouver): Full-refund cancellation is, where eligible, available until air-freight dispatch.
- YVR Packed / YVR Shipped (in transit to Hong Kong): No return or cancellation is possible; refunds are not available while a parcel is in transit.
- With SF / In final-mile delivery: SF Express's own delivery terms apply; issues such as parcel loss or damage in delivery are handled between you and SF Express, and we will support you in filing a claim with SF where eligible. Refunds are not issued from our side for delivery-stage issues that are eligible for resolution via SF Express claims.
- Delivered: Returns after delivery are handled case-by-case, and only where a documented product-quality issue is raised within 7 days of receipt. Eligible post-delivery returns require prior authorization; shipping costs are not refunded.
5. Refunds
Approved refunds are returned to your original payment method (PayMe) within 7–14 business days. Refunds cannot be issued in cash or to a different method than the one originally used.
6. Non-refundable situations
- Goods already air-freighted from Vancouver that have cleared customs.
- SF shipping or insurance fees paid to SF Express; HKVShop cannot refund amounts paid directly to SF and SF's published refund terms apply.
- Items returned without authorization or sent to any address other than the one we provide.
- Items whose packaging, seals, or best-before date have been compromised in a manner inconsistent with a genuine return.
7. Contact
Returns or refund requests: support@hkvanshop.com — please include your order reference and a description of the issue in your first message.