Returns & Refund Policy

Last updated: 26 May 2026

This Returns & Refund Policy ("Policy") sets out the terms on which Hape HK ("we", "us" or "our") accepts returns, refunds and exchanges for products purchased through our website or online store.

By placing an order with us, you agree to this Policy together with our Terms & Conditions.

1. General Policy

We want you to be satisfied with your purchase. If you are not fully satisfied, you may request a return, refund or exchange in accordance with this Policy.

All returns, refunds and exchanges are subject to our review and approval, and must comply with the conditions set out below.

2. Return Eligibility

To be eligible for a return or exchange, the item must:

• be returned within {{ return_period }} days from the date of delivery;
• be unused, unworn, unwashed and in its original condition;
• have all original tags, labels, packaging and accessories intact;
• not be damaged due to misuse, mishandling or abnormal use;
• be accompanied by valid proof of purchase, such as an order confirmation or receipt.

We reserve the right to reject any return that does not meet these conditions.

3. Non-Returnable / Non-Refundable Items

Unless defective or incorrect, the following items are generally not eligible for return, refund or exchange:

• sale, clearance or promotional items;
• gift cards or store credit;
• personalised, customised or made-to-order items;
• earrings, underwear, swimwear, hosiery, beauty products or other hygiene-sensitive items;
• items marked as final sale or non-returnable at the time of purchase.

If applicable, any additional exclusions will be stated on the relevant product page.

4. Incorrect, Damaged or Defective Items

If you receive an item that is incorrect, damaged on arrival, or defective, please contact us within {{ defective_claim_period }} days of delivery and provide:

• your order number;
• a description of the issue; and
• clear photographs showing the item and the problem.

If we confirm that the item is incorrect, damaged or defective, we may, at our discretion:

• provide a replacement;
• offer an exchange;
• issue a full or partial refund; or
• provide store credit.

We may require the item to be returned before processing the remedy.

5. Change of Mind Returns

If we accept returns for change of mind, such returns must meet the eligibility conditions in this Policy.

Unless otherwise stated, customers are responsible for the return shipping costs for change of mind returns. Original shipping fees, duties, taxes and other charges are non-refundable unless required by law or unless the return is due to our error.

6. How to Request a Return

To request a return, refund or exchange, please contact us at {{ email }} within the applicable return period and provide:

• your full name;
• order number;
• item(s) you wish to return;
• reason for the return; and
• supporting photographs if the item is damaged, defective or incorrect.

If your request is approved, we will provide return instructions. Items must not be returned without prior authorisation where authorisation is required by us.

7. Return Shipping

Unless the return is due to our error or a defective item, you are responsible for the cost of returning the item to us.

You are responsible for ensuring that returned items are packaged securely. We recommend using a tracked shipping service, as we are not responsible for returns lost or damaged in transit.

We do not refund shipping fees, customs duties, import taxes or similar charges, except where required by applicable law.

8. Inspection and Approval

Once we receive the returned item, we will inspect it to ensure it meets the requirements of this Policy.

We reserve the right to:

• reject returns that do not comply with this Policy;
• reduce the refund amount where the item shows signs of use, damage or missing components, where permitted by law;
• refuse returns sent back without required approval or outside the applicable return period.

9. Refunds

If your refund is approved, the refund will generally be issued to your original payment method, unless otherwise agreed.

Please allow {{ refund_processing_time }} business days for us to process the refund after approval. The time it takes for the funds to appear in your account may vary depending on your payment provider or bank.

Refunds will usually cover the purchase price of the returned item only and will not include original shipping fees, duties, taxes or other charges, unless required by law or unless the return results from our error.

10. Exchanges

If you request an exchange and the exchange is approved, we will provide the replacement item subject to stock availability.

If the requested replacement is unavailable, we may offer:

• an alternative item;
• store credit; or
• a refund, at our discretion.

11. Store Credit

Where we offer store credit, it may be subject to separate terms, including validity period, non-transferability and non-redeemability for cash, unless required by law.

12. Promotions and Bundles

If an item purchased as part of a promotion, bundle or multi-buy offer is returned, your refund or exchange may be adjusted to reflect the revised order value after the promotion is removed.

If a free gift was provided subject to a minimum spend requirement and your return causes the order value to fall below that threshold, we may require the free gift to be returned or deduct its value from the refund, where permitted by law.

13. Hong Kong Consumer Rights

Nothing in this Policy excludes, restricts or modifies any rights or remedies you may have under the Sale of Goods Ordinance (Cap. 26), the Supply of Services (Implied Terms) Ordinance (Cap. 457), or any other applicable laws of Hong Kong, to the extent such rights cannot lawfully be excluded or restricted.

14. Abuse of Policy

We reserve the right to refuse returns, refunds or exchanges where we reasonably believe that the Policy is being abused, including excessive returns, suspected fraud, or attempts to return items that do not meet the stated conditions.

15. Changes to This Policy

We may amend this Policy from time to time by posting the updated version on our website. The revised Policy will apply from the date it is posted unless otherwise stated.