Refund policy

Every batch of our products passes multiple quality checks before it is shipped. If there is a problem with your order, please take photos and contact us right away so we can make it right.

1. 14-Day Product Quality Guarantee

1. If you receive an item that is damaged, defective, expired, missing from your order, or not the item you ordered, please contact us within 14 days of receiving your order.
2. Please include your order number and clear photos of the outer packaging, the product, the batch number / expiry date, and the shipping label.
3. Once your claim is approved, we will send a replacement. If the replacement item is out of stock, we will refund the item or you may choose an alternative product of equal value.
4. We may ask you to return the affected item. Where a return is required for a quality issue, we will cover the return shipping cost. Items sent back without our prior approval will not be accepted.
5. Claims received more than 14 days after delivery cannot be accepted.

2. No Returns for Change of Mind

For health and safety reasons, we do not accept returns, exchanges or refunds for change of mind, incorrect orders placed by the customer, or personal preference. This applies to both opened and unopened products, including sale items.

3. European Union Customers

Notwithstanding Section 2, if your order is delivered to the European Union, you may withdraw from your purchase within 14 days of receiving the last item, without giving a reason. This right applies only to products that are unopened with their seals intact; sealed products that have been opened cannot be returned for health and hygiene reasons. Return shipping costs are borne by the customer. Approved refunds, including the original standard shipping fee, will be issued within 14 days of our receiving the returned items.

4. Refunds

1. Approved refunds will be issued to your original payment method. Please allow approximately 4–6 weeks from the date of approval for the refund to appear, depending on your bank or card issuer.
2. Where an error is ours (damaged, defective, expired, missing or wrong item), the refund includes the related shipping fee.
3. Before any replacement or refund, we may ask for your order confirmation or proof of purchase.
4. Any free gifts received with the order must be returned together with the affected item; otherwise their value may be deducted from the refund.

5. Non-Refundable Situations

Refunds or replacements are not available for parcels that are held, returned or confiscated by customs, refused by the recipient, or undeliverable due to an incorrect address. Please see our Shipping Policy for details.

6. How to Contact Us

To make a claim, log in to your account at account.hjmedicalstore.com and go to Orders, or contact us at service@hjmedicalstore.com or WhatsApp +852 6354 8638. Approved returns should be sent to: 1303, 6 Wilmer Street, Wai Wah Commercial Centre, Sai Ying Pun, Hong Kong.

We reserve the right to amend this policy at any time without prior notice.