What is HKOTL Return policy?
At Hong Kong Online Trading Limited, we prioritize customer satisfaction and strive to provide a seamless shopping experience. We understand that sometimes unforeseen circumstances may arise, and you may need to return a product. To ensure a fair and straightforward return process, we have implemented the following policy:
Return Policy:
You may return an item only if it arrives in a broken or damaged condition. If you receive a product that is defective or not functioning as intended, we offer a hassle-free return process. Please follow the guidelines below:
Contact Customer Support: Within two weeks of receiving the item, please contact our customer support team to initiate the return process. You can reach our support team through contact@hongkongonlinetradinglimited.com.
Provide Order Details: When contacting our customer support team, please provide your order details, including the order number, product name, and a detailed description of the issue or damage.
Return Authorization: Our customer support team will guide you through the return authorization process. They will provide you with instructions on how to return the item and any necessary return labels or documents.
Packaging: Please ensure that the item is securely packaged for return shipment. Use the original packaging, if available, to ensure proper protection during transit.
Return Shipment: Ship the item back to us within the specified timeframe provided by our customer support team. We recommend using a reliable shipping method that includes tracking and insurance to ensure the safe return of the product.
Inspection and Refund: Once we receive the returned item, our team will inspect it to ensure that it matches the reported issue or damage. Upon successful inspection, we will initiate a full refund to your original payment method. Please note that the refund may take some time to reflect in your account, depending on your bank or payment processor.
Please note that our return policy is applicable only to items that arrive in a broken or damaged condition. We cannot accept returns for items that are not defective or damaged upon delivery.
We value your trust in our products and services, and we are committed to resolving any issues promptly and satisfactorily. If you have any questions or require further assistance regarding our return policy, please don't hesitate to contact our customer support team. We are here to help you.
For which valid reasons can I return an item?
You may return your item if it is due to any of the following reasons:
Damaged(due to shipping)*
Wrong item delivered
Missing parts**
Please send us a return request by emailing contact@hongkongonlinetradinglimited.com and await our shipping instructions.
All valid returns must be reported and completed within 7 days (with exception of ones with warranty -12 months) of receiving items.
12 month starts from the day when order is placed to the day when the item is returned to our office or designated location.
*Damaged parcels or cosmetic damage must be reported within 24 hours of receipt and return accepted only with shipping damaged declaration by delivery company.
Item must keep original condition without any accessory, case, protections used.
** We will first attempt to send you the missing parts/items. In case we cannot prepare replacement, we will accept return of product
Who covers the cost of the return shipping?
For any valid reason for returning, so long as the buyer submits a return request within the 14 days upon goods receipt, we will cover the cost of the return shipping.
For countries that imposes permit application, tax/duties for imports customers will need to pre-arrange repair return permit to avoid additional tax/duty in custom when item is returned back to you.
We are not responsible for permit application, tax/duties chargeable for shipping item back to you.
If buyer submits a return request after the 14th day, buyer will have to pay the cost of the return shipment to us. Upon servicing, we will return product to the buyer at our cost.
How do I return an item?
Step 1
Read return policy
Step 2
Submit Return Request by emailing: contact@hongkongonlinetradinglimited.com
Step 3
HKOTL will send you shipping instructions and return address
Step 4
Print out email, insert and pack items securely in box
Step 5
Hand item to your shipping company and inform us tracking details
If you understood the returns/refund policies in this section and wish to proceed, please send us an email on contact@hongkongonlinetradinglimited.com
Please ensure to pack your return item(s) in the original packaging along with all accessories packed securely and all other items not supplied in original packaging removed.
The best way to pack is using original packaging from shipping company. If you do not have it, please make sure it is packed with appropriate cushioning, preferably padded with bubble wrap or foam packaging.
What happens after I submit an email request for return?
Our customer service agent will contact you shortly to confirm return acceptance
We will provide instruction for returns and advise for shipping.
You will receive an email once your returned item is received at our warehouse
We will evaluate the product based on your return request and update you within 3 working days after receipt of the item
Can I return the product if I changed my mind?
Please note that we do not accept returns or exchanges due to a change of mind. We encourage our customers to carefully review product details, specifications, and images before making a purchase decision. If you have any questions or require additional information about a product, our customer support team is available to assist you prior to placing your order.
How do I track my return status?
You can track return status on the courier's website using the given tracking number which we have sent to you via email.
If you have further enquiries, the shipping companies will be able to provide you a more accurate and updated status of the deliveries