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Refund policy

Damaged or Exchange

In the event there are damaged or missing items in your order;

  1. Customers must take photo or video as proof of evidence and send it within 7 days of receiving the package.
  2. Report the claim via WhatsApp 5286 9544, indicating your invoice or order number.
  3. Once we have received and acknowledged the claim, the customer must return the goods back to us, with original package and items.

In the event of confirmed faulty or missing goods we will arrange for replacements to be sent or the equivalent store credit (only redeemable on


If the customer cancels the order BEFORE it is delivered, 15% re-stocking fee will be charged.

Additional Points

  • The customer is required to check the product quantity and condition upon receipt.
  • All delivery charges involved in the exchange process will be borne by the customer. However, the delivery charges will be waived if the exchange is due to quality issue.
  • All purchase order shall be delivered within 30 days from date of purchase, otherwise a storage fee may be applied.
  • In the event that a refund is required, the money will be refunded back to the same payment form used. (For example, if a credit card ending with 8888 was used for payment, the refund will be sent back to the same credit card.)

Multi Products (HK) Limited reserves the right to amend the above terms and conditions without prior notice and has the final decision in case of any dispute.