Refund policy
Shipping Policy
Once your credit card details have been verified, your payment transaction will be completed.
Orders will be delivered to your specified shipping address within 3 to 5 business days (excluding weekends and public holidays) following payment completion.
Deliveries to outlying islands may take up to 7 business days.
To ensure product integrity, your items will be securely packaged. Please inspect your parcel immediately upon arrival to ensure the packaging is complete and undamaged.
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Delivery Areas
All areas in Hong Kong, including SF Lockers and SF Service Points.
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Shipping Fees & Thresholds
- Free Shipping: Enjoy free standard shipping on single orders over HK$500.
- Standard Shipping Fee: A shipping fee of HK$50 applies to orders under HK$500.
- Outlying & Remote Areas: An additional surcharge of HK$10 applies to designated remote areas (applicable to all orders, including those qualifying for free shipping).
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Important Delivery Notes
- Undeliverable Orders: If delivery fails after 2 attempts and we are unable to contact you via email within 3 days, or if the shipment is refused on both delivery attempts, the order will be canceled automatically.
- Free Shipping Conditions: The minimum purchase amount for free shipping is calculated based on the final cart subtotal after applying any discount codes.
- Overseas Delivery: Overseas shipping is not available. Doorstep delivery service is strictly limited to Hong Kong.
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Return & Exchange Terms and Conditions
All items purchased in-store or online are non-refundable and non-exchangeable. Exceptions apply solely to defective items, subject to the terms and conditions outlined below.
If you believe you have received a defective product, please submit an exchange request via email within 7 days of purchase, including a detailed description of the issue along with supporting photographs. Our team will contact you via email or phone as soon as possible to arrange next steps (e.g., directing the product to a designated store for inspection and verification). If you do not receive a reply within 7 days of submitting your request, please reach out directly to cs@vitel-hk.com.
Upon approval of your exchange request, you must return the item along with the original sales receipt and all complete original packaging (including but not limited to protective wraps, seals, tags, branded boxes, and all enclosed documentation). All items must remain in good, unused condition.
Exchanges will not be accepted if the original sales receipt or any part of the packaging is missing, used, damaged, or if the product was purchased on sale/promotion. Any promotional vouchers or complimentary gifts received with the purchase must also be returned at the time of exchange.
Orders completed using non-10/10 HOPE HK coupons or those that have availed of shopping mall promotional offers are strictly non-refundable.
10/10 HOPE HK reserves the right to amend or terminate this Return & Exchange Policy at any time without prior notice.
In the event of any dispute, 10/10 HOPE HK reserves the right of final decision.