Return Policy

We accept exchange items but not return items. We accept only return items in the case of wrong order delivery due to mistakes of our store.

We do NOT accept returns for the following:

※ items which have been used and damage caused by improper operation due to personal reasons;

※ orders that are delayed due to incorrect information provided;

※ items that are damaged or delayed by the courier provider;

※ items that do not have any proof of transaction records or official receipts issued by us;

※ items that are fundamentally correct but contain minor aberration (i.e. color difference or minor features etc), as we would only process to deliver only after customer’s confirmation of the actual item;

※complimentary items without quality issues; or

※ items which the applicable return period have expired.

Return of Incorrect Items 

If you wish to return the incorrect items, please contact us within 7 days, calculated from the day on which the items were delivered (i.e., the day on which receipt was acknowledged). Please follow our instructions for the return process.

 

Please use SF Express to return any incorrect items. The cost of delivery would be borne by us. Please set delivery details as “pay by receiver” or pay for the cost first, we would reimburse you after receiving the item. Before returning the items, please send to us:

1. the official receipt or our handwritten receipt with company stamp or payment proof and;

2. photos or videos proof of the incorrect items

via Whatsapp or email to initiate the return process. 

※ Note: If you use any other courier or postal service provider without obtaining our prior approval, we will reimburse your cost of delivery at the standard delivery rate of the Hong Kong region, which is HKD 100. Any excess cost would not be borne by us.

 

Exchange Items

We accept exchange of items. If you wish to exchange an item with quality issues, we will proceed for exchange under reasonable circumstances. Customers are required to visit our store for exchange procedures.

 

Requests for exchange due to the following reasons will NOT be accepted as exchange of items with quality issues:

• 1. difference in color between photos and actual items due to lighting conditions, computer display or personal color perception, which would not be treated as a quality issue;

• 2. slight variation between the sizes listed in the product details page and your measurements, which may arise due to manual measurement variations, variation among items of difference batches or personal measurement standards, as the size charts and product measurements shown on the product details page are only for reference;

• 3. please inspect the items, try them on and make requests for exchange timely upon receipt, as no request for exchange will be accepted after 7 days of receipt;

• 4. some items were produced by special processes or contain vintage designs, which should not be treated as having a quality issue; and

• 5. since the majority of our products are handmade crafts, natural deterioration or oxidation attribute to production processes or natural happenings; or superficial flaws which do not affect the essential quality of the product are deemed to be normal under quality control standards and will not be treated as quality issues; 

• 6. as we would get the confirmation from customers on the conditions and qualities of their orders via photos or videos before delivery, to ensure items are in order; we will not exchange items for any damages caused by any improper operation due to personal reasons and/ or by the courier providers.
   

 

Other Important Information:

• 1. Our online store will accept exchange of items purchased from online stores but not for items purchased at our physical store. Our physical stores will not accept exchange items purchased from the online store or from our physical store. 

• 2. For exchange items, we would not return the price difference if the exchanged item market price is less than that of the original item. On the contrary, if the market price of the exchanged item is higher than that of the original item, customers are required to make up the difference.

• 3. Items ordered in one order can be exchanged once only.

• 4. The cost of delivery will be borne by customers in case of general requests for return without quality issues. We suggest that customers use SF Express which can be contacted at (+852-27300273).

• 5. We suggest that customers request for insurance for the delivery before we send out. The insurance cost of delivery will be borne by customers.

6. To ensure your request for return or exchange can be processed without delay, please provide correct courier information when you submit your request.

• 7. Import duties related to returns of items: If the mainland customs charge relevant import duties, such cost will be borne by yourself. (Please note: Hong Kong Customs may charge related customs duties and VAT on the items exceeding USD 100, such cost will also be borne by yourself.)

• 8. If you have any questions, please contact us during the working hours (11:00 AM- 6:00 PM) : info@soundhealinghk.com or call us at 9436 3664. We are sorry if there is any inconvenience caused to you. Thank you for your kind understanding.

 

Hong Kong Handmade Singing Bowl Expert reserves the final right to suspend, modify or terminate the above and/or any of the terms and conditions without prior notice. In case of dispute, the decision of Hong Kong Handmade Singing Bowl Expert shall be final.