Return/Exchange Policy

7-day return/exchange service

Ohora HK provides a 7-day return/exchange service. You can return/exchange the products purchased on www.ohora.com.hk within 7 days from the date of receipt for the following reasons.

Reasons for return/exchange application include:

  1. The color, pattern and material of the product do not match the description on the website
  2. logistic issue
  3. Purchase error**
  4. Product defects or quality issues

     

    Returned/exchanged products must be in good condition and meet the following requirements:

    1. The product is intact
    2. All accessories of the product are intact
    3. Item is unused
    4. The product packaging is intact and intact
    5. The condition of the product does not affect secondary sales

    *Overseas orders do not provide returns or exchanges except for defects and wrong shipments.


    Return/exchange process

    Please ensure that your order meets the return/exchange requirements, submit a return/exchange application via email within 7 days from the date of receipt, and explain the product that needs to be returned or exchanged and the reason. After receiving the return/exchange application, we will confirm the application content with you and make an appointment for SF Express to pick up the package at the original delivery address.
    Regarding the packaging of returned products, please prepare a complete bag, properly package the returned products, delivery notes or orders, and send them back to us together. Please do not use the original transparent packaging bag of the product as the outer packaging for returns to avoid product loss during transportation.
    After we receive your returned goods, we will inspect the goods. After confirming that they are correct, we will notify you of the return/exchange results and follow-up arrangements by email.
    All return/exchange related fees will depend on the reason for the application and the status of the product. If it is confirmed after inspection that the product does not meet the return/exchange requirements, we will reserve the final right to charge the customer for the return/exchange. Shipping charges.

    **If consumers want to return or change the color number/product/product type due to a wrong purchase (non-defective product/wrong delivery), they need to bear the shipping costs themselves. Please be sure to confirm the product you want to exchange with the customer service contact first, and then send it back to us in complete packaging. After we receive the product and confirm it, we will send the product you want to exchange by "collect" method (the shipping fee is approximately (Ranging from HK$30 to HK$50) (Warm reminder: Once the product has been exchanged, returns cannot be processed.)

    Customer service email: cs@ohora.com.hk
    Customer service hotline: +852 3521 0700

    Please send the products that need to be returned/replaced to the following address:
    Unit A, 15/F, EASTCORE, 398 Kwun Tong Road, Kwun Tong, Kowloon, Hong Kong - ohora HK
    Telephone: +852 3521 0700 .