Exchanges, Refunds, Returns, and Substitutions

HKFM Online Store – Delivery Orders:

Return, refund and cancellation timing:

  • You may cancel the order in “My Order” within 1 hour after the order is placed. The full refund will be returned to your original payment source.
  • For orders that have been already received, you may apply for a refund within 14 business days, subject to our return policy. We will send you a confirmation e-mail after your request has been confirmed with instructions how to complete the return.
  • If the items have not been received within 14 days upon the refund request approval, we will cancel the refund application.

Exchanges:

  • Exchanges are only permitted within 14 days of the order, subject to our return policy. The goods must be in the original packaging and must not be opened. Exchanges will not be permitted for any fresh, refrigerated, or frozen items.

Refunds:

  • If an order is cancelled before it is shipped out, we will issue a full refund on the order. The refund will be returned to your original payment source within 7 business days.
  • If your order has already been shipped, you will need to wait until you received your order to initiate the refund process.
  • For health and safety reasons, all perishable (produce, meat, seafood, any refrigerated and frozen items) and kitchen items are final sales and no exchange.
  • Discounts, shipping, and/or coupon codes will not be refunded. The final refund amount will not exceed the original amount paid.

Substitution:

  • When a particular product is not available, Hong Kong Food Market will contact the online customer either via e-mail or phone (or both) in order to offer an equivalent substitution, if available.
  • Hong Kong Food Market will send the online customer with an updated invoice via e-mail with if any items are missing from the customer’s original order.
  • The customer will be required to contact us via e-mail or phone to confirm the order. If there is no confirmation within 3 business days, we will cancel the order and the full refund will be returned to the original payment source.

How to Return Products:

  • After your return request is approved, you must return the goods to Hong Kong Food Market in-store or via courier at your expense.
  • If you are shipping the products via courier, please print your return authorization and invoice and place it with the goods in the box.
  • For all returns, all accessories, manuals and original packaging must be included. A full refund may not be completed if any accessories is missing or has been opened.

Valid Return Reasons:

  • Any goods returned due to quality problems that results in failure to use or eat. The goods received has been:

Damaged or deformed;

Expired;

Mishandled;

Moldy; and/or

Recalled;

Clearance of special products that have been clearly indicated as being near the expiration date, defective products, or products that have been labelled as “final sale”

Invalid Return Reasons:

  • Without its original packaging
  • Products subjected to our return policy
  • Products which have malfunctions or issues caused by installation, misuse, modifications, unauthorized repairs, and storage.
  • Products which has its labels or serial numbers altered or torn.

HKFM Online Store – In-Store/Curbside Pickup Orders

Return, refund, and cancellation:

  • You may cancel the order in “My Order” anytime before pickup. The full refund will be returned to your original payment source.
  • For orders that have been already received, you may apply for a refund within 14 business days, subject to our return policy. We will send you a confirmation e-mail after your request has been confirmed with instructions how to complete the return.
  • If the items have not been received within 14 days uupon the refund request approval, we will cancel the refund application

Please Note: If an order is delivered to the delivery address and is not accepted or no one is present to accept it, we will return the products and issue a full refund EXCEPT the shipping costs to the original payment source. We will notify you of a delivery day and window via e-mail or phone.

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