To maintain a clear and open relationship with our visitors in Hong Kong, Auricarris provides this detailed framework regarding returns and refunds. We operate with high standards to ensure your experience with our decorative items is smooth and reliable.
By using our website and making a purchase, you agree to the following procedures, which are designed to comply with the Personal Data (Privacy) Ordinance (PDPO) and global digital standards.
Our Return Window and Eligibility
We offer a 30-day return policy that begins the moment your package is delivered to your address. This period allows you sufficient time to inspect your items and ensure they meet your expectations.
However, it is important to note that we only accept returns in specific circumstances: if the item arrives with physical damage or if the incorrect product was sent to you.
We do not accept returns, exchanges, or refund requests based on a change of mind after the purchase is finalized. We encourage you to review your selections thoroughly before completing your order.
To be eligible for a return under the allowed conditions, the item must remain in the same state it was received, including its original packaging and any accompanying documents.
Notification and Collection Process
If you receive a product that is damaged or does not match what you ordered, please contact us immediately at help@auricarris.com. In your message, provide your order details and a brief explanation of the issue. Our support team, which is active from 9:00 AM to 6:00 PM, Monday to Friday, will review your request.
Once we confirm the situation, we will coordinate a pickup from your location. We take full responsibility for this process; there are no fees for the return pickup, and we do not apply any restocking charges. Our team handles the logistics to ensure the item is brought back to our facility for a formal review.
Inspection and Resolution Standards
When the returned item reaches us, we perform a thorough inspection within 24 hours. This step is necessary to verify the condition of the product and determine the appropriate resolution. Depending on our findings and current stock levels, we will offer one of the following:
- Replacement: We will send a new unit of the same item if it is available in our inventory.
- Refund: If the item is no longer available or if the damage is beyond a simple exchange, we will provide a full refund of the amount paid through bank transfer.
Refund Method and Processing Time
Because Auricarris operates exclusively through a Cash on Delivery (COD) model, we do not have access to your banking details at the time of purchase. If a refund is approved, we will contact you via email to request your bank transfer information.
Under the PDPO, we handle this data with high levels of security and only use it for the specific purpose of completing your refund.
Once we receive your bank details and initiate the transfer, it typically takes 5 6 business days for the funds to be reflected in your account. The exact timing depends on the internal procedures of your specific banking institution.
Service Limitations and Hong Kong Operations
Our brand operates solely within Hong Kong. We do not offer shipping or return services to locations outside of this region. By focusing our efforts locally, we can maintain the overall 5-business-days delivery timeline. This includes the 2-business days packaging standard mentioned in our general terms along with our 3-business days delivery period.
All interactions regarding your data during the return process are governed by the PDPO. We ensure that any personal details shared with us for the purpose of a refund or pickup are stored securely and erased once the transaction is complete.
If you have any questions regarding this policy, please reach out to our team at help@auricarris.com.