Refund policy

Returns Policy

Please read the following policy carefully before making a purchase:

Special Note on International Orders:
These terms and conditions apply to local orders within Hong Kong and Macau. 

For all international orders, we do not offer replacements or exchanges under any circumstances due to the complexities of international logistics and long-distance transit.
We guarantee that all products are in perfect condition and securely packaged when handed over to the courier. However, once the shipment is in transit, any risk of damage or loss shall be the sole responsibility of the carrier and the recipient. By placing an international order, you acknowledge and accept these inherent risks. We strongly advise customers to consider their purchases carefully before proceeding if there are concerns regarding potential transit damage.

1. Returns and Exchanges

  • Except for defective products, we do not accept returns or exchanges for any ordered or pre-ordered items.
  • If you receive a defective product, please contact us within 1 business day of receiving the item and provide supporting evidence.

2. Unboxing Requirement

  • Customers must record a complete unboxing video and take photos of the product within 24 hours of receiving it as proof of condition.
  • Return or exchange requests without a complete unboxing video and photos will not be accepted.

3. Order Confirmation

  • Please confirm the model, size, and other options of the product before placing your order.
  • Once payment is successfully processed, you agree to be bound by this Returns Policy.

4. Order Cancellation and Modification

  • Once your purchase is complete, orders cannot be canceled or modified.

5. Defective Product Handling

  • Only products with fundamental quality issues are eligible for exchange. Direct refund requests will not be entertained.
  • Items eligible for return or exchange must include all tags, free gifts, accessories, and original packaging.

6. Packaging Requirements

  • Returned or exchanged items must remain in their original condition and packaging.

7. Damaged During Transit

  • If you suspect your item has been damaged during transit, please report it within 2 days of receipt so we can file a claim with the courier.

8. Contact Us

For any inquiries, please contact our customer service team at cs@drivenby.co.