Return, refund or exchange service

All products come with a 14-day return, refund or exchange guarantee when the online payment process is complete. You must carefully check all product information, including product model, specification and price, before ordering. If you have any product enquiries, please call (852) 3466 0000 or email to info@hk-water.com.

Under normal circumstances, if you are not satisfied with the quality of the purchased goods, you can request an exchange within 14 days, but only for the same type of goods; our store will be responsible for the shipping cost of returning overseas orders (Hong Kong local orders). Shipping costs are the responsibility of the customer). If the same model is sold out or out of stock, you can exchange for another product of the same type and price.

Out-of-stock situation: We will try our best to ensure that the products shown in the store catalog have enough stock, but due to special circumstances, some products may be sold out. If it is not resolved, we will refund the full amount (Note: Refunds can only be made by the payment method used to purchase the goods).

Returns must meet all of the following conditions:

- Customers must submit a return request within 14 days from the date of receipt of the item.

- Returned items must be purchased from the Hong Kong Water Solution Ltd online shop.

- The customer must provide a reasonable reason to request the return of the goods.

- Customers must return the goods to be returned to Hong Kong Water Solution Ltd. in person or by consignment.

- Customers must bear all shipping or consignment costs in the process of returning and exchanging goods.

Exchange requests will not be accepted in any of the following cases:

- The customer requests for exchange more than 14 working days after receiving the goods.

- The item is damaged, smeared or soiled.

- The goods, their packaging or accessories have been used, damaged, consumed or incomplete.

- Instructions or purchase invoices for lost items by the customer.

- The goods are damaged due to improper use or human factors.

- The product has been modified.