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Return Policy

Please read the terms and conditions carefully before making a payment to protect the interests of both parties.

A. Once an order is successfully placed and paid for, no cancellations, returns, refunds, or exchanges will be allowed for any reason (such as color differences, personal preferences, or subjective factors), unless the product is damaged or out of stock.

B. Upon receiving the product, please check immediately to ensure it is complete. If you find any missing/wrong items or damages, please retain all packaging and receipts, and contact our customer service team within 7 days of receiving the product so that we can follow up promptly. If you contact us after this period (more than 7 days after receiving the product), we will not be able to provide return or exchange services.

C. Please keep the original packaging intact and ensure that the product is brand new and unused. Returns or exchanges cannot be provided if the original packaging, tags, or accessories are missing, or if there is any damage caused by human actions.

D. Customers must send the product via SF Express with payment by the sender within 7 days after receiving confirmation from the customer service team and provide a valid tracking number for follow-up, or go to the Tsim Sha Tsui store for returns/exchanges in person. If the product is damaged, lost, sent without the company's confirmation, sent after the deadline, or sent with payment on delivery during the return/exchange process, the company cannot provide return or exchange services.

E. If a refund is required, our company will only return the purchase amount based on the actual payment made for the order and will not accept unreasonable claims.

F. If the product comes with a gift, the gift must be returned together with the product; otherwise, the value of the gift will be deducted from the refund or a refund may not be issued.

G. If you declare not to ship the items one day after the photos have been taken for shipment, Our company and brand will not cover the shipping cost for the second time, and the customer will be responsible for the freight charges on delivery. All promotions are subject to terms and conditions.

Our company and brand reserve the final decision. Gifts are available on a first-come, first-served basis while supplies last.

Q: What should I do if I find the product damaged or of poor quality after receiving it and need a return or exchange?

A: Please contact customer service via MESSENGER or 'Leave a message for customer service' within the APP within 7 days of receiving the product.

Generally, before shipping, products are checked multiple times for information such as packaging, quantity, and expiration date. If a customer finds the product damaged upon receipt, and it was picked up in-store, please report it immediately to the on-duty store staff for handling. If the product was delivered by SF Express or a delivery team, please contact customer service via MESSENGER or leave a message for customer service in the APP within 7 days of receiving the product.

Generally, if the packaging is damaged during transportation but it does not affect the use or consumption of the product itself, a replacement cannot be arranged. If the delivery was made via SF Express, customers can contact SF Express directly to file a related courier complaint.
For issues related to product damage or quality, please contact customer service via Messenger or leave a message in the app within 7 days of receiving the product. Our company will report the issue to the supplier and arrange for a replacement product. Please be sure to keep all outer and inner packaging, do not handle the damaged or defective product yourself, and send or return the product to the San Po Kong warehouse as soon as possible after contacting customer service.
Customers must send the product via SF Express with payment upon shipment within 7 days after receiving confirmation from the customer service team and provide a valid tracking number for follow-up, or they may return or exchange the product by visiting the Tsim Sha Tsui store in person. The company cannot provide return or exchange services for products that are damaged or lost during the return/exchange process, sent without prior confirmation from the company, sent after the deadline, or sent with payment on delivery.
Please make sure to select the correct size when ordering, as all clothing items have size labels. If the items are shipped according to your order and you find the size is not suitable after receiving them, we will not be able to arrange returns or exchanges.
Any returns or exchanges must include all original packaging materials, and the product must be completely new and unused. Returns or exchanges cannot be accepted if the original packaging materials are missing.
If the product comes with a gift, the gift must be returned together with the product; otherwise, the value of the gift will be deducted from the refund or the return/exchange will not be accepted.
For returns and exchanges, we are unable to provide an on-site replacement service. Customers are requested to arrange for SF Express to return the item to the San Po Kong warehouse with freight collect. After receiving the item, our company will arrange for the supplier to replace the product and then send it back to the customer.

Q: Do electronic products include a warranty?

A: Generally, electronic products come with a 1-year warranty, except for electronic gifts.

Most electronic product suppliers provide a 1-year warranty. If any electronic issues occur within 1 year of purchase (calculated from the pick-up date) requiring replacement, you can contact customer service via MESSENGER or use the "Leave a Message for Customer Service" option in the APP to arrange a replacement.
Electronic gifts are not covered under warranty.
If any electronic problems occur within 1 year of purchase (calculated from the pick-up date) requiring a replacement, please bring the order and the electronic product to the San Po Kong warehouse to arrange a replacement.
Replacement cannot be arranged for damage caused by human error, impacts, water exposure, or missing original parts of the electronic product.
Replacement cannot be arranged if the order for the electronic product cannot be provided or if proof of purchase from our company for the electronic product cannot be shown.

For any inquiries, please contact our company's customer service team.

In case of any disputes, POPPING and Ice Power Concept Limited reserve the right of final decision.