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Return & Refund Policy

Exchanges/ Refunds

Our exchange and refund policy lasts for 21 days from the date your purchase is made. We will not entertain any exchange or refund request after 21days from the date of your purchase.


We only exchange or refund items if they are defective or damaged. For applying exchange or refund, please contact our customer service ambassador and state your reason(s) for exchange or refund. We may ask you send us photos to facilitate our preliminary review on your application. To be eligible for a return, your item must be unused, with the same original packing and in the same condition that you received it. To complete your return, we require a receipt or proof of purchase.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange or refund.


If your request is approved, then your exchange or refund will be processed. For a refund case, a credit will automatically be applied to your credit card or original method of payment, within 10 working days. For an exchange case, the item(s) will be shipped to your original shipping address within 10 working days.


To return your product, you should mail your product by SF Express to our designated SF Locker.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


You should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.


Non-returnable/ non-refundable items

Discounted or sale items cannot be refunded. 

Gift cannot be refunded. 

Gift cards cannot be returned or refunded.


There are certain situations where only partial refunds are granted at our sole discretion. This may include any items not in its original condition, issued or damaged or missing parts for reasons not due to our error.


If any request of return of any item made after 21 days of purchase is accepted by us, only partial refunds would be made at our sole discretion.



If the item was marked as a gift when purchased and shipped directly to you, we can only arrange an exchange under the situation stated on the above. We cannot refund.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to them to give to you later, we can only send a refund or arrange an exchange to the gift giver and he will find out about your return.


Late or missing refunds (if applicable)

If you have not received a refund yet, please check your bank account again. 

Then contact your credit card company or bank, it may take some time before your refund is officially posted.


If you have done all of the above and you still have not received your refund yet, please contact us at cs@profone.com.hk