Refund policy

Returns

If you receive damaged or incomplete goods, you must contact our customer service department by sending an email to info@hprt.hk within 7 days from the date of receipt (as per the date of signing) and provide the following information for us to follow up and record:

Photos or videos showing the damaged area of the product
Courier receipt
Order number
Customer contact information
Product model

*After receiving the returned goods, we will test your product. If any quality issues are found, we will immediately arrange for a replacement with a brand-new item of the same model.

Returns and exchanges must meet the following conditions:

It is proven that the product has quality issues
Damage caused by human factors is not eligible for return or exchange
The product must be in its original complete packaging
All original accessories that came with the product must be included in their original packaging

*Please note, only one exchange is allowed per order.

All shipping costs for returns and exchanges must be borne by the customer.
Please do not return your purchased goods to the manufacturer.
Gifts and redeemed goods cannot be returned for cash or other products.
If order or receipt information is not provided as proof, returns will not be accepted.

Refunds (if applicable)
Once we receive and inspect your returned goods, if it confirms to our return criteria, we will refund the amount to your credit card within 20 business days.
If the payment was made via credit card, the credit card company/bank may charge a fee, which will be deducted directly from the refund by the credit card company/bank, not by our company. The final refund amount will be as per the amount returned by the credit card company/bank.
The refund amount will be based on the actual amount paid.
The actual date the refund is credited will depend on the processing cycle of the bank or online payment platform.

Delayed or Missing Refunds (if applicable)
If you have not received a refund yet, first check your bank account again.
You may also contact your credit card company, as it may take some time before your refund is officially processed and posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund, please email us at info@hprt.hk.

Sale items (if applicable)
We only accept returns of regular-priced goods; unfortunately, sale items cannot be refunded.

Exchange (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at info@hprt.hk and send your item to the following address:

HPRT HK
B12, Room E-H, 13/F,
Hong Kong Industrial Building,
444-452 Des Voeux Road West,
Sai Wan, Hong Kong
Tel: 3427 3627

Shipping
To return your product, you should mail your product to the above address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are handling a refund arrangement, the shipping costs will be deducted from your refund.
You must use a shipping service with tracking, or we cannot guarantee that we will receive your returned item.