REFUND POLICY | Hong Kong Cookies

Return & Refund Policy | Brother 3 Cookies Hong Kong Company Limited

This policy applies to all orders placed via the Brother 3 Cookies Hong Kong Limited official website, online channels, retail stores, and partner platforms. By placing an order, you agree to the terms outlined below. We reserve the right to amend this policy at any time, with updates becoming effective immediately upon posting to our website.

I. Scope and Definitions
Applicability: This policy governs the conditions, processes, timelines, and fees associated with order cancellations,

returns, exchanges, and refunds.

Product Nature: As we specialize in food products (including handmade cookies, egg rolls, nostalgic biscuits, and customized gift sets), strict hygiene and quality control standards apply to all returns.

Working Days: Refers to Hong Kong business days, excluding Saturdays, Sundays, and Hong Kong Public Holidays.

II. Order Cancellation & Instant Refunds
1. Orders Not Yet Shipped
If your order has not yet been processed for packaging or dispatch, you may contact customer service for a full refund.

Once an order has been dispatched or handed over to the logistics provider, it cannot be cancelled.

2. Custom & Peak Season Orders
During peak holiday seasons (e.g., Lunar New Year, Mid-Autumn Festival) or for customized gift boxes, cancellations are not accepted once production has begun.

3. Out-of-Stock or Invalid Orders
In the event of inventory shortages or system errors, Brother 3 Cookies will issue a proactive full refund and notify the customer immediately.

III. Eligibility for Returns & Refunds
Due to food safety and hygiene regulations, we do not accept returns for non-quality issues (e.g., personal taste preferences, "change of mind," or ordering the wrong item). Returns are only accepted under the following circumstances:

1. Product Quality Issues
Includes spoilage, contamination, leakage, strange odors, expired items,

or products that significantly differ from their description.

Requirement: You must contact us within 24 hours of receipt with your order number and clear photos/videos of the issue.

2. Severe Logistics Damage
Includes severe deformation of packaging or crushed products that are unfit for consumption. (Note: Minor cosmetic wear to the outer box is not eligible).

Requirement: Please inspect the package upon delivery and report damage within 24 hours.

3. Fulfillment Errors
If we send the wrong item or an incorrect quantity, we will arrange for a replacement or

a refund of the price difference at no extra cost to you.

IV. Non-Returnable Scenarios
To ensure the health and safety of all customers, we cannot process refunds or returns for:

Items opened, consumed, or with damaged original packaging.

Incorrect shipping addresses or contact details provided by the customer.

Failure to collect the package in time, resulting in product expiration or spoilage.

Reports made after the 24-hour window following delivery.

Customized/Bespoke products and wholesale/bulk orders.

Damage caused by improper storage (e.g., exposure to heat or humidity).

V. International & Cross-Border Orders
Taxes and Duties: Product prices do not include destination customs duties or import taxes.

These are the sole responsibility of the customer.

Logistics Risks: We are not responsible for delays, seizures, or disposals caused by local customs policies or delivery failures in the destination country.

Final Sale: Once an international order is dispatched via Hongkong Post or other couriers, it is considered a final sale and is ineligible for return or cancellation unless a significant error was made by our team.

VI. Refund Process & Timelines
Approval: Once your refund request is verified, we will initiate the process within 7 working days.

Payment Method: Refunds are issued via the original payment method (Credit Card, FPS, PayMe, or Bank Transfer). Actual arrival time depends on your bank or payment provider’s processing speed.

Deductions: Refund amounts cover the actual price paid for the products. Shipping fees, customs duties, and non-refundable transaction fees are excluded.

VII. Exchange Policy
Exchanges are only available for items that meet the "Quality Issue" or "Fulfillment Error" criteria.

Items can only be exchanged for the same product and specification.

Brother 3 Cookies will cover all shipping costs for exchanges resulting from our error.

VIII. Legal & Final Decision
This policy operates in conjunction with our website's Terms of Service. In case of conflict,

this Return & Refund Policy prevails.

Brother 3 Cookies Hong Kong Limited reserves the right to make the final decision on all refund and return applications.

Any disputes shall be resolved through friendly negotiation and are governed by the laws of the Hong Kong Special Administrative Region.

WhatsApp/Phone: +852 9149 3929

Email: Brother3official@gmail.com