Product Return & Exchange Policy
Product Return & Exchange Policy
Thank you for purchasing Umi no Shizuku Fucoidan products. To protect your rights and interests, please carefully read the following return and exchange instructions:
I. Return & Exchange Principles
- Food Safety and Hygiene Considerations: To ensure food hygiene and safety, and to protect the rights and interests of other consumers, all products that have been opened, used, or had their inner independent packaging (such as bottle cap seals, capsule sealing packaging, etc.) removed will not be accepted for return or exchange, except for products with defects not caused by human factors.
- Defective Product Handling: If you receive a product with non-human-induced defects (e.g., product damage, content leakage, or discrepancy with your order), please contact our Customer Service Center within 14 days of receipt. Upon confirmation of the product defect or error by our company, we will arrange for a free replacement of the new product or process a refund for you.
- Returns/Exchanges for Non-Quality Issues: Except for the defective product situations mentioned above, our company generally does not accept returns or exchanges for non-product quality issues. If a return or exchange is approved by our company under special circumstances, the product must remain in brand new condition, with complete packaging (including the main product, accessories, inner and outer packaging, gifts, etc.), and must be unused.
II. Quantity Discounts and Partial Returns
If you received a quantity discount, bundle offer, or complimentary gift with your purchase, and you return only part of the order, leading to the remaining items no longer meeting the original discount conditions, the price of the remaining items will be recalculated based on the applicable price tier for the actual quantity retained.
| Quantity Range | Powder Type (Unit Box) | Capsule Type (Unit Bottle) | Drink Type (Unit Box) |
|---|---|---|---|
| 1 - 2 | HK$620 | HK$2,560 | HK$7,050 |
| 3 - 5 | HK$540 | HK$2,330 | HK$6,850 |
| 6 - 11 | HK$540 | HK$2,100 | HK$6,450 |
| 12 - 23 | HK$540 | HK$2,020 | HK$6,450 |
| 24+ | HK$540 | HK$1,940 | HK$6,450 |
- a) Refund Amount Calculation: The refund amount will be your original total order payment, minus the recalculated total price of the retained items, and any other fees to be deducted according to these terms (e.g., the value of unreturned gifts).
- b) Gift Handling: If complimentary gifts were received with your order, and your retained product quantity no longer meets the original gift eligibility threshold due to a partial return, the gift must also be returned in its complete and unopened state. If the gift cannot be returned or has been opened/used, its suggested retail price will be deducted from your refund amount.
Examples:
- Drink Type: If you originally purchased 8 boxes of Drink Type products at a discounted unit price of HK$6,450 (totaling HK$51,600) and received 10 complimentary Drink Type bottles. If you return 7 boxes, retaining only 1 box, the retained box will be charged at its original single-box price of HK$7,050, and the 10 complimentary Drink Type bottles must also be returned. The refund amount will be calculated as: Original total payment HK$51,600 - (1 box x HK$7,050). If the complimentary gifts are not returned, their value will also be deducted.
- Capsule Type: If you originally purchased 24 bottles of Capsule Type products at a discounted unit price of HK$1,940 (totaling HK$46,560) and received 1 complimentary Capsule Type bottle. If you return 21 bottles, retaining only 3 bottles, the retained 3 bottles will be charged at their original 3-bottle unit price of HK$2,330, and the 1 complimentary Capsule Type bottle must also be returned. The refund amount will be calculated as: Original total payment HK$46,560 - (3 bottles x HK$2,330). If the complimentary gift is not returned, its value will also be deducted.
III. Return & Exchange Process and Fees
- Application Method: To process a return or exchange, you must first contact our Customer Service Center within the aforementioned period. You can reach us by calling our Hong Kong Customer Service Hotline at 2967-4560, or by emailing us at info@kfucoidan.com.hk . Please provide your order number, reason for return/exchange, and product photos.
- Shipping Costs: Except for returns or exchanges due to product defects or errors in shipment by our company, where shipping costs will be borne by us, customers are responsible for all round-trip shipping fees for other return or exchange situations.
- Processing Time: Once the returned or exchanged product is received and inspected by our company, we will process your refund or exchange as soon as possible. Refund processing typically takes approximately 7-14 working days.
IV. Other Important Notes
Our company is committed to handling all return and exchange matters fairly and striving to provide excellent customer service. Any information provided by customers will only be used for processing return and exchange matters and will be handled in accordance with the Personal Data (Privacy) Ordinance of Hong Kong. If you have any questions regarding this policy, please do not hesitate to contact our Customer Service Center.
