Returnable items
If the product is a returnable item, you may submit the request of return within 7 days upon receival(some merchants may require the item to be returned within a shorter period). You may also return the product to one of the O2O shops.
Please retain and return all packing materials including the following: the original packaging, HKTV packaging (if applicable), tags, certificates, manufacture warranty card, manuals, gifts and all other accessories etc. Please ensure the reclaiming product is in good and original condition and the package is undamaged. Ensure the label or tags are intact and attached to the item, if any of these are damaged, they are deemed to be non-returnable.
We will notify you of the status of your return as soon as we received and inspected the products. If eligible, we will refund the payment to your original payment account or HKTVmall account according to your selected refund method (the amount would be based on the price shown in your order).
Remarks:
1. Each order can only be returned once. (*Only applicable to return or exchange requests due to product issues found after receipt, excluding other arrangements.)
2. The refund in Mall Dollar includes any Mall Dollars used upon purchasing the returned product. However, paid delivery fee and coupons used at the purchase will not be refunded or re-issued.
3. If HKTVmall does not receive the product within 7 days, we reserve our right to reject your request of return.
4. Any opened, used or products damaged by customers are neither refundable.
Non-refundable items
Non-refundable and non-exchangeable goods will be indicated on the product description page.
For any missing / wrong / defective items of your order, you may report the product problem in the system within 7 days after receipt. This automated system will complete the refund / exchange process 2-3 days faster than the general customer service handling.
Please click the below button to enter the report page:
Report Product Issues
Live Chat Now:
https://shoalterchatbot.hktvmall.com/?dp_action=dp_deeplink&locale=en
For product categories such as fresh market items / vegetables / gourds / beans / eggplants / peppers / mushrooms / fruits / meat / poultry / fish / seafood / shrimp / crab / shellfish / lobster, etc. ("Wet Market Express" order number starting with MXXXXXXXXXXXX), involving product issues (e.g., incorrect quantity / insufficient weight / incorrect size / poor quality / not fresh / temperature issues / spoilage / damage / crushed / wrong item / missing item), please go to [Wet Market Express After-sales Inquiries]:
https://hktv.zendesk.com/hc/en-001/articles/5267863999518
For "3Hr Mart" order, please go to [3Hr Mart After-sales Inquiries]:
https://hktv.zendesk.com/hc/en-001/articles/5267845829534
For "Ship to overseas" (“Ship to UK” / “Ship to AU” / “Ship to CA”) order, please go to [How to Report Oversea Product Issues]:
https://hktv.zendesk.com/hc/en-001/articles/5267846101918
For "Ship to Macau" order, please go to [How to Report Product Problem]:
https://hktv.zendesk.com/hc/en-001/articles/5267831391774