Refund policy

Return Policy / 退貨政策

English

2.1 Change-of-mind returns — 14 days, unopened only. You may return a product for a refund within 14 calendar days of the date you receive it, provided that all of the following apply:

  • the product is unopened and unused, with the factory seal intact;

  • the outer carton, inner packaging, filter set, accessories, manuals, warranty card and any free gifts are complete and in resaleable condition; and

  • you can provide the order number or a copy of the invoice/receipt.

2.2 What cannot be returned for change of mind.

  • Any product where the filter set has been opened, wetted, installed or used — for hygiene and food-safety reasons, filter cartridges cannot be resold once opened.

  • Filter cartridges and other consumables purchased separately, once the sealed packaging is opened.

  • Hot & Cold units (1000S HC / 1000A HC) once they have been installed or commissioned by our technician. Before installation, the 14-day unopened rule applies.

  • Products damaged after delivery by misuse, dropping, unauthorised modification, unauthorised repair, or connection to a non-potable or non-compliant water supply.

  • Installation, relocation, delivery and other services that have already been performed.

  • Made-to-order, clearance or "final sale" items, where clearly marked as such on the product page at the time of purchase.

2.3 Faulty, damaged or wrong items. This section applies in addition to, and does not limit, your rights under the Sale of Goods Ordinance (Cap. 26). If a product arrives damaged, is not what you ordered, or is not of merchantable quality:

  • notify us within 7 calendar days of delivery with your order number, photos of the product and of the outer carton, and a short description of the issue;

  • we will arrange, at our cost, an inspection and then a repair, replacement part, replacement unit, or full refund — whichever is appropriate to the fault;

  • you do not pay return shipping, restocking or inspection fees for a genuine fault or a wrong-item shipment.

2.4 How to start a return. Email mingpang@aquabello.co or WhatsApp +852 5977 4101 with the subject "Return — [order number]". Do not ship anything back before we issue a Return Authorisation, otherwise we may be unable to trace or accept the parcel.

2.5 Return logistics and fees (change-of-mind returns).

  • You may return the item to our service point at Flat 1, 1/F, Wing Wo Building, 32-38 Ko Shan Road, Hung Hom, Kowloon during opening hours, or we can arrange collection.

  • For change-of-mind returns, a collection fee of HK$250 for pot models and HK$800 for Hot & Cold units applies, and any delivery charge originally paid is not refundable. Where delivery was provided free of charge as part of the product price, the actual delivery cost of HK$150 may be deducted from your refund.

  • You bear the risk of loss or damage in transit until the goods reach us, so please pack the item in its original carton.

2.6 Refunds. Once we receive and inspect the returned item, we will confirm the outcome within 7 business days and issue the refund within 14 business days of that confirmation, to the original payment method (Shopify Payments / credit card / PayPal / FPS / bank transfer, as applicable). Your bank or card issuer may take additional days to post the credit. If a free gift or promotional item was supplied with the order and is not returned, its retail value will be deducted.

2.7 Exchanges. Exchanges for a different model within the 14-day window are available for unopened products; you pay or receive the price difference plus any applicable collection and redelivery fee.

2.8 No statutory cooling-off period. Hong Kong law does not provide a general statutory cooling-off period for online retail purchases of this kind. The 14-day return window above is a contractual right we offer voluntarily, in addition to your statutory rights.

繁體中文

2.1 「無理由退貨」— 14 天，未開封方可退。 您可於收貨日起 14 個曆日 內申請退貨退款，惟必須同時符合以下所有條件：

  • 產品未開封、未使用，原廠封條完好；

  • 外箱、內包裝、濾芯套裝、配件、說明書、保養卡及任何贈品齊全，並處於可再出售狀態；及

  • 能提供訂單編號或發票／收據副本。

2.2 不接受無理由退貨的情況。

  • 任何濾芯已開封、已入水、已安裝或已使用的產品 — 出於衛生及食品安全考慮，濾芯一經開封不可再出售。

  • 單獨購買的濾芯及其他消耗品，一經開封密封包裝。

  • 冷熱水機（1000S HC／1000A HC）一經本公司技術人員安裝或啟用。安裝前仍適用 14 天未開封退貨安排。

  • 送達後因不當使用、跌落、未經授權改裝或維修，或接駁至不可飲用或不符規格水源而損壞的產品。

  • 已完成提供的安裝、搬遷、送貨及其他服務。

  • 訂製品、清貨品或購買時於產品頁面明確標示為「最終銷售／不可退換」的貨品。

2.3 貨品損壞、錯發或有瑕疵。 本節屬額外保障，並不限制您在《貨品售賣條例》（第26章）下的權利。若產品送達時已損壞、並非您所訂購，或不符可商售品質：

  • 請於送貨後 7 個曆日 內通知本公司，並提供訂單編號、產品及外箱照片，以及問題簡述；

  • 本公司將自費安排檢驗，其後按情況提供維修、更換零件、更換整機或全額退款；

  • 屬真正產品瑕疵或錯發貨品的個案，您無須支付退貨運費、重新上架費或檢驗費。

2.4 申請退貨方法。 請電郵至 mingpang@aquabello.co 或 WhatsApp +852 5977 4101，主旨註明「退貨 — [訂單編號]」。請勿在本公司發出退貨授權前自行寄回貨品，否則本公司可能無法追蹤或接收該包裹。

2.5 退貨物流及費用（無理由退貨）。

  • 您可於營業時間內將貨品送回本公司服務點（九龍紅磡高山道32-38號永和大廈1樓1室），或由本公司安排上門收件。

  • 無理由退貨須支付收件費：座枱型號 HK$250；冷熱水機 HK$800。原先已付的送貨費不予退還；如送貨原為免費（已包含於產品價格內），本公司可從退款中扣除實際送貨成本 HK$150。

  • 貨品在運送途中至送達本公司前的遺失或損壞風險由您承擔，請以原裝箱妥善包裝。

2.6 退款。 本公司收到並檢驗退回貨品後，將於 7 個工作日 內確認結果，並於確認後 14 個工作日 內以原付款方式（Shopify Payments／信用卡／PayPal／轉數快／銀行轉帳，視情況而定）退款。銀行或發卡機構入帳可能需要額外時間。如訂單附有贈品或推廣禮品而未一併退回，本公司將按其零售價值扣除。

2.7 換貨。 未開封產品可於 14 天內更換其他型號；差價由您補付或由本公司退還，另需支付適用的收件及重新送貨費用。

2.8 沒有法定冷靜期。 香港法律並未就此類網上零售交易設立一般性法定冷靜期。上述 14 天退貨安排屬本公司自願提供的合約權利，並不影響您的法定權利。