Refund & Return Policy

Thank you for shopping with Hi-Spirits HK. We take care to ensure that all 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/recipient is found to be under 18, we may cancel the order. Any refund, where applicable, may be subject to deduction of reasonable administrative, payment processing, delivery, or return handling costs.

2. No Change-of-Mind Returns

Due to the nature of alcoholic beverages, product integrity, storage requirements, authenticity control, and health and safety considerations, we do not accept returns, exchanges, or refunds for change-of-mind reasons.

This includes, but is not limited to:

• Customer no longer wants the item
• Customer ordered the wrong product by mistake
• Product taste, aroma, style, or vintage preference
• Gift recipient preference
• Packaging, label, or bottle appearance variations that do not affect the authenticity or quality of the product
• Promotional or discounted items, unless faulty, damaged, incorrect, or misdescribed

3. Damaged, Faulty, Incorrect, or Misdescribed Items

We will review refund, replacement, or exchange requests where an item is:

• Damaged during delivery
• Faulty or defective
• Incorrectly supplied
• Substantially different from the product description on our website
• Missing from the order

Please contact us within 48 hours of delivery or collection if there is any issue with your order.

To help us review your request, please provide:

• Order number
• Full name and contact details
• Clear photos or videos of the item, bottle, seal/capsule, label, packaging, and delivery box
• A description of the issue
• Any delivery note or courier record, where available

Please do not dispose of the product, bottle, seal, packaging, or delivery box until we have completed our review.

4. Delivery Damage

If your order arrives visibly damaged, please take photos immediately before opening or moving the items where possible.

For delivery damage claims, we may require:

• Photos of the outer carton
• Photos of the inner packaging
• Photos of the damaged bottle or product
• Proof of delivery condition
• Confirmation from the courier or delivery staff, where applicable

Once approved, we may offer a replacement, exchange, store credit, or refund depending on product availability and the circumstances.

5. Incorrect Item Received

If you receive the wrong product, please contact us within 48 hours of delivery or collection.

The product must be unopened, unused, and in its original condition, including all packaging, labels, seals, gift boxes, and accessories where applicable.

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

6. Product Images, Vintage, Labels & Packaging

We make reasonable efforts to keep product information, images, prices, and availability accurate.

However, customers acknowledge that:

• Product labels, bottle design, packaging, and gift boxes may vary from website images
• Wine vintages may vary where clearly stated or where vintage is subject to availability
• Minor packaging differences do not automatically qualify as a defect
• Natural variations in wine and spirits do not automatically qualify as a fault

Where a specific vintage, edition, gift box, or packaging is important, please contact us before ordering.

7. Non-Returnable Items

Unless the item is damaged, faulty, incorrect, or misdescribed, the following items are not returnable:

• Opened bottles
• Products with broken or removed seals
• Chilled, temperature-sensitive, or specially stored items
• Gift sets once opened or incomplete
• Special orders, pre-orders, custom orders, event orders, and bulk/wholesale orders
• Clearance, promotional, or discounted items
• Items damaged after delivery due to improper storage, handling, chilling, heat exposure, or misuse

8. Return Approval Required

All returns must be approved by Hi-Spirits HK before being sent back.

Please do not return any item without contacting us first. Unapproved returns may be refused and may not be eligible for refund, replacement, or exchange.

If a return is approved, we will provide return instructions. Customers may be responsible for return delivery costs unless the issue was caused by our error, courier damage, or a confirmed product fault.

9. Refund Method & Processing Time

Approved refunds will normally be issued to the original payment method.

Refund processing times may vary depending on your bank, card issuer, payment provider, or Shopify payment gateway.

Original delivery charges are non-refundable unless the refund is due to our error, confirmed product fault, incorrect item, or 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 the order.

If delivery fails because of an incorrect address, unavailable recipient, refusal of delivery, or failed age verification, we may charge additional delivery, return, redelivery, storage, or administrative fees.

Where an order is cancelled after failed delivery, any refund may be reduced by reasonable costs already incurred.

11. Cancellations

Order cancellation requests should be made as soon as possible.

We may not be able to cancel an order once it has been packed, dispatched, collected by the courier, prepared for pickup, specially ordered, or reserved for event/bulk delivery.

If cancellation is accepted, any refund may be subject to deduction of reasonable payment processing, administrative, or delivery costs already incurred.

12. How to Contact Us

For refund, return, or order issue requests, 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 supporting photos/videos when contacting us.

13. Governing Law

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 that cannot be excluded under applicable Hong Kong law.