Terms of Sale｜CantoMore

1. Making a request

Please inspect items on receipt. To assist investigation, we suggest reporting visible delivery, incorrect or missing-item issues within 48 hours and functional issues within 7 days. These suggested periods do not prevent requests for problems reasonably discovered later.

Provide purchase details, a description of the issue and any available photos or evidence. An unboxing video is not required. Defects found through reasonable use may be reported after opening or use, including where the original packaging is unavailable.

2. Resolution and returns

We arrange refunds, replacements, delivery of missing items or other remedies according to the issue and your applicable rights. Partial refunds and substitute products require your agreement. We cover reasonable necessary return or replacement delivery costs for errors, defects or misdescription for which we are responsible.

Before returning an item, contact us to confirm the address, shipping method and a reasonable return period. Keep the item and available evidence in suitable condition. We also assist with issues involving delivery arranged by us.

3. Refund and exchange timing

Where inspection is needed, we normally complete inspection and refund or exchange arrangements within 2–3 weeks of receiving the item, or sooner where required by law. We explain any additional time and provide progress updates. Refunds use the original payment method or an agreed traceable method. Banks and payment providers may need additional processing time.

Refunds cover the amount paid for the affected goods and applicable refundable charges. We do not charge administration fees for issues for which we are responsible or replace a refund due by law with store credit.

4. Change of mind and special items

Unless the product page states otherwise or the law requires it, we generally do not accept returns solely for change of mind or choosing the wrong size or style. Discretionary returns are agreed with clear conditions on item condition, packaging, timing and delivery costs. Custom, unsealed hygiene-sensitive or limited items may have additional restrictions. Defect and misdescription claims are assessed separately from change-of-mind conditions.

1. Methods and charges

Delivery may use SF Express, Hongkong Post or another confirmed method, depending on the item and address. Where the delivery method includes tracking, we provide tracking information after dispatch. Delivery charges, remote or outlying-island surcharges and tracking are stated before payment. Additional basic charges for split dispatch require your agreement. Any later necessary charge will be discussed first, with options to change the address or cancel and receive a refund for affected unshipped items.

2. Dispatch and delivery times

Unless agreed otherwise, standard in-stock items are generally processed and handed to the carrier within about 14 working days after payment is confirmed. Working days exclude Saturdays, Sundays and Hong Kong public holidays. Transit times are estimated separately by delivery method and address. Pre-order and custom items follow the order confirmation.

If you require delivery by a particular date, raise it before payment and obtain written confirmation. For delays, including inaccessible addresses, suspended delivery services or events beyond our reasonable control, we notify you and discuss available options, including applicable address changes, postponement, cancellation and refunds.

3. Receipt and delivery issues

Provide accurate address and contact details and follow delivery notices. Reasonable actual costs arising from a requested address change or failure to collect will be explained. Contact us about non-receipt, damage, incorrect or missing items. We will check delivery circumstances, follow up with the carrier and arrange applicable remedies.

Keep packaging and relevant photos where possible to assist investigation. Responsibility for safekeeping generally passes to you on actual delivery to you or your nominated recipient. Unattended-placement arrangements and risks must be agreed first. This does not limit applicable liability for negligence by us or our appointed carrier. See our Returns Policy. Your statutory rights remain unaffected.

1. Enquiries and complaints

Provide your contact details, relevant order or service information, a description of the issue and the outcome you seek. Relevant photos or records can help; please provide only necessary information. We acknowledge receipt within a reasonable time and explain next steps if investigation or further information is needed.

We assess concerns using service records, product descriptions, applicable terms and law, and explain the outcome. To request a review, email your reasons or new information. We handle concerns professionally, respectfully and consistently. For threats, harassment, false information or repeated messages after a clear response without new information, we may request clarification or limit contact methods. We retain a reasonable channel for unresolved transactions, genuine complaints and legal requests.

2. Records and other routes

Enquiry and complaint records are handled under our Privacy Policy. You may also contact the Consumer Council about consumer disputes, Hong Kong Customs about suspected unfair trade practices, the Privacy Commissioner about personal data, or a competent court for remedies. Internal review is not required before using these routes.