Refund & Return Policy

Thank you for shopping with Hi-Spirits HK. We want you to be satisfied with your purchase, and we take care to ensure that our products are accurately described, securely packed, and delivered in good condition.

This Refund & Return Policy applies to purchases made through https://hi-spiritshk.com/ and is governed by the laws of the Hong Kong Special Administrative Region.

1. Alcohol Sales & Age Requirement

Under the law of Hong Kong, intoxicating liquor must not be sold or supplied to a minor in the course of business.

By placing an order with Hi-Spirits HK, you confirm that you are 18 years old or above and legally permitted to purchase alcohol in Hong Kong. We reserve the right to request age verification before completing, releasing, or delivering an order.

If age verification cannot be completed, or if the purchaser or recipient is found to be under 18, we may cancel the order. Any applicable refund will be processed in accordance with this policy and applicable Hong Kong law.

2. Change-of-Mind Returns

Because alcoholic beverages require appropriate storage and handling to maintain product integrity and authenticity, we may not be able to accept returns or exchanges solely because of a change of mind.

This may include situations where:

• The customer no longer wants the item

• The wrong product was ordered by mistake

• The customer's preference regarding taste, aroma, style, or vintage has changed

• The gift recipient prefers a different product

• There are minor packaging, label, bottle, or presentation variations that do not affect the authenticity or quality of the product

If you have a concern about your purchase, please contact us. We will review the circumstances and advise you of the available options.

This does not affect requests involving products that are damaged, faulty, incorrectly supplied, or materially different from their description.

3. Damaged, Faulty, Incorrect, or Misdescribed Items

Please contact us as soon as possible after receiving or collecting your order if there is an issue with an item.

We will review requests involving products that are:

• Damaged during delivery

• Faulty or defective

• Incorrectly supplied

• Substantially different from the product description on our website

• Missing from the order

To help us review and resolve your request efficiently, please provide where possible:

• Order number

• Full name and contact details

• Clear photos or videos showing the item and the issue

• Photos of the bottle, seal or capsule, label, packaging, and delivery box where relevant

• A description of the issue

• Any relevant delivery note or courier information

For damaged, missing, or incorrect items, please contact us as soon as reasonably possible after delivery or collection. We will review your request fairly based on the circumstances and work with you toward an appropriate resolution.

Please keep the affected product, bottle, seal, packaging, and delivery box until we have completed our review where reasonably possible.

Once the issue has been verified, we may provide an appropriate replacement, exchange, store credit, or refund depending on the circumstances and product availability.

4. Delivery Damage

If your order arrives visibly damaged, please take photos as soon as reasonably possible, preferably before opening or moving the affected items.

To help us investigate a delivery damage claim, we may request:

• Photos of the outer carton

• Photos of the inner packaging

• Photos of the damaged bottle or product

• Proof of the condition at delivery

• Relevant information from the courier or delivery staff, where available

Once the issue has been verified, we will work with you toward an appropriate resolution, which may include a replacement, exchange, store credit, or refund depending on product availability and the circumstances.

5. Incorrect Item Received

If you receive an incorrect product, please contact us as soon as possible after delivery or collection.

Where reasonably possible, please keep the incorrect product unopened, unused, and in its original condition, including its packaging, labels, seals, gift boxes, and accessories.

Once verified, we will arrange an appropriate replacement, exchange, store credit, or refund.

6. Product Images, Vintage, Labels & Packaging

We make reasonable efforts to ensure that product information, images, prices, vintages, and availability displayed on our website are accurate.

From time to time, manufacturers or suppliers may update product labels, bottle designs, presentation boxes, gift boxes, closures, or other packaging without prior notice. As a result, the packaging received may occasionally vary from the images displayed on our website.

Customers should also be aware that:

• Product labels, bottle designs, packaging, and gift boxes may vary from website images

• Wine vintages may vary where clearly indicated or where a vintage is subject to availability

• Minor packaging differences do not necessarily indicate a product defect

• Natural variations associated with wine and spirits do not necessarily indicate a fault

These variations do not affect the authenticity or quality of the product.

If a particular vintage, edition, label, gift box, or packaging style is important to your purchase, please contact us before placing your order so we can confirm availability where possible.

7. Items That May Not Be Eligible for Return

For product integrity, safety, and quality-control reasons, certain products may not be eligible for return unless they are damaged, faulty, incorrectly supplied, or materially different from their description.

These may include:

• Opened bottles

• Products with broken or removed seals

• Chilled, temperature-sensitive, or specially stored items

• Opened or incomplete gift sets

• Products damaged after delivery because of improper storage, handling, heat exposure, chilling, or misuse

For special orders, pre-orders, custom orders, event orders, bulk or wholesale purchases, clearance products, promotional products, and discounted purchases, please contact us if you experience an issue with your order.

Rather than automatically excluding these purchases from consideration, we will review the circumstances individually and advise you of the appropriate available resolution.

Nothing in this section affects your rights in relation to products that are damaged, faulty, incorrectly supplied, or materially different from their description.

8. Return Approval & Process

Please contact Hi-Spirits HK before sending an item back so that we can review the issue and provide the appropriate return instructions.

Once a return has been approved, we will provide instructions regarding how and where the item should be returned.

Where the return results from our error, confirmed product fault, incorrect item, or verified delivery damage, we will provide an appropriate resolution and will not require the customer to bear unreasonable return costs associated with our error.

For other approved returns, applicable return delivery or handling costs will be communicated before the return is processed.

9. Refund Method & Processing Time

Once a refund has been approved, it will normally be issued to the original payment method used for the purchase.

Processing times may vary depending on your bank, card issuer, payment provider, or Shopify payment gateway. After we process the refund, additional time may be required for the funds to appear in your account.

Where appropriate, we may also offer a replacement, exchange, or store credit as an alternative resolution.

Delivery charges may also be refunded where the refund results from our error, a confirmed product fault, an incorrect item, or verified delivery damage.

10. Failed Delivery, Incorrect Address, or Unavailable Recipient

Customers are responsible for providing accurate delivery information and ensuring that an eligible recipient aged 18 or above is available to receive an alcohol order where age verification is required.

If delivery cannot be completed because of an incorrect or incomplete address, unavailable recipient, refusal of delivery, or unsuccessful age verification, please contact us so we can assist with the available delivery or redelivery options.

Reasonable additional delivery, return, redelivery, or storage costs may apply where these costs result from circumstances outside our control. Any applicable charges will be communicated where reasonably possible.

11. Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests. However, cancellation may not always be possible once an order has already been packed, dispatched, collected by a courier, prepared for pickup, specially ordered, or reserved specifically for an event or bulk purchase.

Where cancellation is possible, we will explain any applicable refund arrangements before processing the cancellation.

This does not affect your rights regarding products that are damaged, faulty, incorrectly supplied, or materially different from their description.

12. How to Contact Us

For refunds, returns, damaged products, incorrect orders, or other order-related concerns, please contact us:

Email: shop.hispirits.hkg@gmail.com
Phone/WhatsApp: +852 6976 4777 / +852 5611 1154
Shop Address: Shop 15, Empress Plaza, 17 Chatham Road South, Tsim Sha Tsui, Hong Kong

Please include your order number and, where relevant, supporting photos or videos so that we can review your request efficiently.

We aim to review concerns fairly and work with customers toward an appropriate resolution.

13. Governing Law & Customer Rights

This Refund & Return Policy is governed by the laws of the Hong Kong Special Administrative Region.

Nothing in this policy is intended to exclude, restrict, or limit any rights or remedies available to customers that cannot lawfully be excluded, restricted, or limited under applicable Hong Kong law.