For any missing / wrong / defective items of your order, please take a photo of the received products for record. You may report the product issues in the system once the delivery status has updated to “Order completed”.
Remarks: The product status will generally be updated to “Order completed” within 2 days (excluding Sat, Sun & Hong Kong Public Holidays) of receipt.
You may find “Order History” in "Account", then choose the related order and click "Return & Refund". Afterward, follow the instructions to select the relevant product in your order and provide the required information (i.e. product details, description of a product issue, photos, etc.). A confirmation email / message will be instantly sent to you upon request submission. This process could be completed within 2-3 days. We will notify you of the case result through email or “Notification” in the HKTVmall application.
If product return is required, please retain all packing materials and ensure the product(s) is in good and original conditions.
Remarks: Exchange service is not available for “Ship to Macau” orders. Return and refund will be arranged instead. If your order requires the affected product to be returned, we will contact the third-party logistics company and would like to reclaim the wrong / defective item within 1-3 working days. For the return arrangement, please stay tuned to the return notification from couriers.
Please click the below button to enter the report page:
Report Product Issues
https://www.hktvmall.com/hktv/en/cs-help/orders-report?faqCate=C3000