Return & Exchange Policy

To request a return or exchange, contact our customer service with your order number and the name on the order. We'll confirm the situation and your needs and process the return or exchange as quickly as possible.

Return & exchange rules

1. Under the Consumer Protection Act, consumers have a 7-day inspection (cooling-off) period starting from the date the goods are signed for. The inspection period is not a trial period. If you find anything wrong upon receiving the goods, contact customer service immediately and follow the return procedure below.
2. Goods being returned must be in brand-new condition and complete as shipped, including the goods themselves in their original state, the packing slip, accessories, gifts and all accompanying documents, materials, discs and so on. Each of these items and the original outer packaging must be intact and properly packed before being sent back.
3. Shipping costs arising from a return or exchange are borne by the company. If items are missing from the returned order and need to be sent separately, the postage for that additional shipment is borne by the buyer.
4. After receiving the returned goods, the company will inspect them. If the inspection finds the goods in a condition beyond what is necessary for inspection, this may affect your return or exchange rights, and the cost of restoring the goods may be deducted according to the degree of missing items or damage.
5. Returned goods in any of the following conditions cannot be accepted for return or exchange:
   • The goods are past the 7-day inspection period
   • The goods themselves show scratches, wear, stains, damage or other defects affecting their appearance or function
   • Accessories or gifts supplied with the goods are missing, or show scratches, wear, stains or damage
   • The product box shows obvious crushing or breakage

Return & exchange notes

1. If you need to return or exchange goods, contact customer service first to report the problem and agree on the return or exchange, and only then proceed with the refund and exchange process, so that your full return and exchange rights are protected.
2. Promotional goods sold as part of a campaign cannot be returned as individual items; the bundle must be returned together. For goods purchased under a gift-with-purchase or discount campaign, if the return brings the order below the campaign threshold, the gift-with-purchase item must also be returned.
3. If a refunded order was below the free-shipping threshold and a shipping fee was charged, the original order's shipping fee will be deducted from the refund.
4. Returns and exchanges are processed only after our inspection staff determine that the defect is not caused by the user and the goods meet the return and exchange criteria.
5. Refunds are issued to the original payment method: credit-card orders are refunded to the original card; for cash-on-delivery orders, the company will contact you to confirm details and refund by bank transfer.
6. Any shipping fee due for refund will be returned in the same way as above.
7. Once the return case is established and the return process is fully completed, the refund will be issued to you within 7 business days.

Contact customer service

If you have any questions, you can first check the FAQ, or reach our customer service during business hours through the contact details below:

• Phone: (02)8970-2559
• Email: sales@hs-magic.com