Return and Exchange Policy
The buyer should inspect the products upon receipt and keep the receipt or order email as a record. The buyer should notify the seller via WhatsApp or email of any defective or rejected items. The seller agrees to provide the buyer with a reasonable opportunity to inspect the products within 1 day. Such notification should indicate the reasons for rejecting each product. If the buyer fails to reject the products within this 1-day period, it will be deemed as a waiver of the buyer's inspection right, and the buyer unconditionally accepts the products. All products must be returned in their original condition, including packaging and cardboard labels. No refund will be given for damaged, altered, or destroyed goods. You are responsible for keeping the goods until we receive the return, so please handle them with care.
The return postage for eligible returns will be covered by the seller.
Orders placed with payment methods that include transaction fees will be refunded in store credit after deducting the fees (*please refer to the website payment terms/contact customer service for the final transaction fees).
Once payment is confirmed, orders cannot be canceled, whether they have been shipped or not. In special circumstances, please contact customer service for further assistance. However, refunds can only be issued in the form of store credit. *If you suspect food spoilage, please do not consume it and immediately contact us by sending relevant photos or videos to our WhatsApp at +852 68461487. We will assist you in handling it. To protect your rights, do not dispose of such suspected spoiled food and make sure to keep it until our staff instructs you on how to handle it. If it has been disposed of, you will lose your right to file a complaint. If the food has been consumed or fresh food is not consumed on the day of receipt or not properly thawed or cooked by you, or if the product is discarded without taking photos/videos, we will not be able to provide compensation for such items.
Due to financial and auditing reasons, refunds can only be issued in the form of store credit. We apologize for any inconvenience caused.
If you need to return/exchange a product, please notify us immediately after receiving the goods. Returns/exchanges will not be accepted if the products have been opened or used.
For refrigerated products that need to be exchanged/returned, they must be stored in refrigeration equipment at 0-4°C.
For frozen products that need to be exchanged/returned, they must be stored in freezing equipment at -18°C.
Please note that the following situations are not eligible for returns/exchanges:
Products that have been opened or consumed.
Products that have been damaged due to human factors, such as stains, malfunctions, damages, wear and tear, scratches, dirt.
Products that exceed the 1-day return period.
Products that have been in possession for more than 1 day since the delivery date.
Products explicitly stated as non-exchangeable or non-returnable on the platform or other discounted products.
Products that were not able to be delivered due to failure to contact the recipient or failed delivery attempts for two consecutive times or self-pickup items that exceed the 7-day pickup deadline resulting in expiration.
Malicious or excessive returns.
Returns or exchanges without reasonable grounds or personal reasons.
Customers can exchange for the same style of product or another product of a different price, provided that the price difference is paid and there is sufficient stock of the desired product.
For returns/exchanges, please contact our customer service hotline via WhatsApp at +852 68461487 for arrangements. Returns/exchanges made without our prior agreement will not be accepted.