for online shipping orders only

Within 7 days from the arrival date of your online order, you can apply return or exchange for certain products. For detail information please refer to our policy below. We will not accept products that violate the policy.

(This return policy does not apply to retail / pick up point orders)

Online Order Return Process

Step 1. Application

  • WhatsApp / Email the photos of your product you’d like return with the order number to which it belongs.

Step 2. Pack and ship the product

  • After received confirmation from us, please pack the products properly for shipping. Contact the courier company to pick up the parcel or post it in person.
  • Alternatively, you can also bring your product to our pick up point directly after receiving the go head from us.
Step 3. Inspection of the returned product
  • After received the products, it will take a few days for us to check the condition of the goods.
  • If the return is comply with our policy, a refund or exchange will be issued.

Our Return Policy

  • Within 7 days from the arrival date of your online order, you can apply return or exchange for certain products.
  • The product must be brand new, with complete and unopened packaging, and the product has not been opened, worn or used. We will not accept products that violate the regulations.
  • Products with final clearance / discount / promotion / limited series are NOT included.
  • Hard boards, second hand items, and custom made items are NOT included.
  • Apparel such as cap and t-shirt are NOT included due to hygiene problem.
  • Products in bundle set should be returning together.
  • Non-compliant products will be returned, and the freight will be borne by the customer.
  • The return shipping cost is borne by the customer, and we will not provide return shipping check label or shipping refund.
  • The customer must assume responsibility before the return package is signed for. Therefore, we recommend that you use reliable and traceable transportation services. We are not responsible for any damage or loss of returned goods during shipping.
  • If you request a refund, the shipping, import taxes and duties in the order will not be refunded.
  • If you request an exchange, we’re not responsible for the returning and second shipping fee.
  • If you receive the wrong goods, defective goods or find that the package is incomplete, please contact us within 7 days from the date of receipt and provide your order number, product photos and other relevant details, and we will be happy to solve it for you.
  • Please note that this policy applies to online orders only.
  • In case of any disputes, Whatzsup reserves the right of final decision. 

Return Address 

Unit 31, 3/F, Shing Yip Industrial Building, 19 – 21 Shing Yip Street, Kwun Tong, Kowloon

Refund Method

Whatzsup will process the refund after receiving the returned goods. The refund will be based on the payment method used when ordering.

If payment is made by credit card, we will refund to your card used in the transaction within 7 working days. Please contact the card issuing bank to check when the refund will be deposited into your account.

If payment is made by bank transfer or cash deposit, we will return the refund to your account bank within 14 working days. If you have not provided your bank information, please refer to the information below. Please contact your bank to check when the refund will be deposited into your account. When the refund is successfully deposited in your bank, we will notify you by email.

  • Name of Account Holder:
  • Account Number:
  • Bank
  • Bank Code

Please note that we will only refund to local bank accounts, and the name of the bank account holder must be the same as the name of the billing contact person for the order.

If you need more information about order changes or returns, you can contact our customer service team at (852) 3502 1818 from Monday to Friday, 10:00 am to 6:00 pm (excluding public holiday). Please prepare your order number in advance.

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