Return & Refund Policy

Thank you for supporting HKERSHOP. To protect our customers’ rights and interests, we have established the following Return & Refund Policy and are committed to providing an honest and worry-free shopping experience.

1. No “Change of Mind” Returns

As most of our products are food items (e.g., coffee beans, honey) or limited handmade goods, all sales are final. We do not accept returns or refund requests due to personal reasons, unless there is a proven quality issue.

2. Eligibility for Return / Refund Requests

If your order meets any of the following conditions, please contact us within 3 days of receiving the item(s):

Incorrect item received (not as per your order)
Item is clearly damaged, or packaging is broken and affects usability
Expired product (if applicable) or abnormal quality (e.g., mold, spoilage)

📩 Please provide:

Order number
Photos of the item(s), including the outer packaging
A description of the issue

Once verified, we will arrange a refund, replacement, or other reasonable resolution.

3. Non-Refundable Situations

We are unable to provide refunds in the following cases:

The item has been opened or used
Issues related to personal preference (e.g., taste, strength, flavor profile)
Requests submitted after the 3-day period
Delivery failure due to incorrect/incomplete address, invalid recipient details, or inability to contact the recipient

4. Replacement Arrangement

If a replacement is required, we will provide the same item or an item of equivalent value, subject to stock availability. If replacement is not possible, we will offer a refund or a discount code as compensation.

5. Contact Us

For any enquiries, please contact us via:

📞：WHATSAPP

📦 Please include your order number and details of the issue. We will respond as soon as possible.

HKERSHOP reserves the right of final decision.

We value every customer’s experience. Thank you for supporting honest, fair, and heartfelt independent brands with us.