Return & Exchange Policy
Dear Valued Customer,
To protect your rights and standardize our return and exchange procedures, we hereby formally notify you of the following rules, processes, and important notices. Please read carefully before submitting a request.
Eligibility & Timeframe
1. Unopened, unused items in their original condition and packaging are eligible for return within 30 days of delivery. Refunds will cover the item price only; original shipping fees are non-refundable. Customers are responsible for all return shipping costs.
2. If you have received a product that was damaged during shipping or appears to be defective, you must notify us within fifteen (15) days of delivery. We will assist you with the claim process with the carrier or insurer. If you have any questions regarding this process, please contact Customer Service.
Return Process
1. Contact Us First: You must first contact us via our Customer Service Form. Please provide your name, email address, order number, product name, purchase date. Returns shipped to us without prior notification and authorization cannot be accepted, and we are not responsible for storing or returning such items.
2. Review & Confirmation: We will review your request based on the product's nature and the reported defect. If approved, we will provide further instructions, including the return shipping address. If the return cannot be accepted (e.g., the item has been opened, used, or does not meet our return criteria), we will explain the reason.
3. Shipping Items Back: Unopened returns must be shipped back in their original, unused, and unopened condition, including all accessories, packaging, and inserts. Missing components or opened packaging may result in rejection.
4. Processing & Refund: Upon receiving and inspecting the returned item, we will process your exchange or refund and notify you via email. Refunds will be issued to your original payment method. Processing times depend on your financial institution.
Non-Returnable/Exchangeable Situations (Examples)
Returns or exchanges are not accepted in the following cases:
1. Opened or used items.
2. Items without original packaging or missing components.
3. Items damaged due to misuse, improper handling, or modifications.
4. Inability to provide proof of purchase (e.g., order confirmation email).
5. Items purchased through auction sites, secondary marketplaces, third-party sellers, or received as gifts.
6. Requests made after the 30-day period.
7. Returns shipped to us without first contacting customer service for authorization.
8. Free promotional items (e.g., gifts with purchase).
Additional Important Notes
1. If the shipping box arrives significantly damaged, crushed, or shows signs of a shipping incident, please refuse delivery of the unopened package. If you open and accept the package, we cannot investigate damages with the carrier.
2. If a return or exchange is processed due to shipping issues or other reasons, may not be able to offer a specific version or style. We will provide a replacement of the same model based on available inventory.
3. Non-returnable items sent to us will not be refunded and may be discarded. We reserve the right to refuse future return requests from customers who have previously refused delivery of non-defective orders.
If you have any questions, please contact us via the Customer Service Form. We strive to respond within 1-2 business days.
Thank you for your understanding.
BILIBILI HK LIMITED
19 December 2025