Informativa sui rimborsi

Return & Refund Policy

Effective Date: January 2026


We are committed to delivering a fair, transparent, and seamless shopping experience. This comprehensive policy outlines our approach to returns, refunds, non-receipt claims, lost packages, refunds, shipping responsibilities, and restocking procedures. Designed with both customer satisfaction and business sustainability in mind, it ensures clarity, fairness, and compliance with consumer protection standards.

 

1. General Return Eligibility

We accept returns of eligible items within 14 days of delivery for a full refund or exchange. To be eligible, items must be:

  • In new, unused condition,
  • In original packaging with all tags, accessories, and instruction manuals,
  • Accompanied by a valid proof of purchase (e.g., order number, receipt).


Refund Processing:

  • Refunds are issued to the original payment method within 14–21 business days after we receive and inspect the returned item.
  • Bank processing times may vary and are outside our control.

 

2. Non-Returnable Items (Final Sale & Promotions)

The following items are considered non-returnable for change-of-mind reasons:

  • Final sale,
  • Items purchased during special promotions, flash sales, or clearance events,
  • Customized, personalized, or made-to-order products,
  • Intimate apparel, hygiene-sensitive goods (unless defective),
  • Digital downloads or software (once activated).


Consumer Rights Reminder:

Even non-returnable items are protected under consumer law. If an item is defective, damaged, or not as described, we will provide a repair, replacement, or refund—regardless of its return status.

 

3. Return Process: Step-by-Step

To return an item, please follow these steps:

  1. Contact Us:

Email [ cs@ergo-healthtech.com ] or log into your account to submit a return request within 14 days of delivery.


  1. Receive Approval & Return Instructions:

We will respond within 5 business day with:

  • A return authorization (RA) number,
  • A printable return label (if applicable),
  • Packaging and shipping instructions.


  1. Package & Ship:

Securely pack the item using the original or equivalent packaging. Affix the return label.

  1. Track & Confirm:

Use the provided tracking number to monitor your return. We are not responsible for lost return shipments without tracking.

  1. Inspection & Refund:

Once received, we inspect the item within 5 business days. Approved refunds are processed promptly.

 

4. Non-Receipt & Lost Package Claims

We understand the frustration of not receiving an order. Here’s how we handle non-receipt and lost package claims:

For Customers:

  • Confirm the shipping address used at checkout.
  • Check with household members, neighbours, and common delivery areas (e.g., porches, mailrooms).
  • Track your package via the carrier link in your shipping confirmation email.

Claim Process:

  • If your package is marked "delivered" but not received, contact us within 7 days of the delivery date.
  • We will initiate a trace investigation with the courier.
  • If the carrier confirms the package is lost and not delivered, we will:
      • Resend the item, or
      • Issue a full refund,
      • At our discretion, depending on inventory and circumstances.

Important:

  • We are not responsible for packages delivered to incorrect addresses due to customer error.
  • If you provided the wrong address, you may be responsible for reshipping fees.

 

5. Refund Procedure & Timelines

Eligible Refunds Include:

  • Change-of-mind (on returnable items),
  • Defective or damaged goods,
  • Incorrect items shipped,
  • Cancelled orders (before shipment).


Refund Method:

Always to the original payment method, unless otherwise agreed.


Processing Timeline:

  • Return approved: Within 5 business days of receipt.
  • Refund issued: 14–21 business days after approval.
  • Store credits (if offered): Issued immediately upon approval.


Partial Refunds (if applicable):

  • For missing accessories or damaged packaging,
  • After restocking fees are applied.

 

6. Shipping & Courier Fees

Return Shipping Responsibility:

  • Change of mind: Customers bear return shipping costs unless we offer free return labels as part of a promotion.
  • Defective/damaged/incorrect items: We cover return shipping. A prepaid label will be provided.
  • Non-returnable items (final sale): No return shipping accepted unless the item is defective.

Lost or Damaged Shipments in Transit:

  • If a package is lost or damaged during delivery (and not due to customer error), we cover the cost of reshipment or issue a refund, including original shipping fees paid.

International Shipping Note:

Customs duties, import taxes, or brokerage fees are non-refundable unless the item is defective or not as described.

 

7. Restocking Fees

A restocking fee may apply to certain returned items to cover inspection, repackaging, and restocking labour:

  • Electronics, large appliances: Up to 15%,
  • Open-box or used condition items: Up to 20%,
  • Change-of-mind on returnable items: 10% (unless waived for loyalty customers).


No restocking fee applies if the return is due to:

  • Defects,
  • Damage,
  • Incorrect shipment,
  • Our error in fulfilment.

Customers will be notified in advance if a restocking fee applies.

 

8. Checkout Transparency & Customer Acknowledgment

To ensure informed decisions:

  • Non-returnable items are clearly labelled on the product page and at checkout.
  • Promotional or final sale items include a pop-up notice before purchase.
  • At checkout, customers must confirm they have read and agree to the Return and Customer Service Policy, including non-returnable items, restocking fees, and shipping responsibilities

 

9. Our Commitment to Fairness & Continuous Improvement

We believe in treating customers with respect and integrity. While we must manage operational costs and inventory efficiency, we never compromise on customer care. Our team is trained to handle claims fairly and promptly, with flexibility for exceptional circumstances.  We reserve the right to update this policy periodically. Changes will be posted on our website with a revised effective date. Material changes will be communicated via email to affected customers.

 

10. Contact Us

Have a question or need support?

  • Email:  cs@ergo-healthtech.com 
  • WhatsApp: +85260876138
  • Hours: Mon–Fri, 9 AM–6 PM, Time Zone GMT+8
  • Live Chat: Available on our website during business hours.

We’re here to help—fairly, quickly, and with care.

 


11. Governing Law & Dispute Resolution

  • This Policy is governed by the laws of the Hong Kong Special Administrative Region.
  • Any dispute arising from this Policy shall be resolved through good-faith negotiation.
  • If unresolved, disputes may be submitted to the courts of Hong Kong SAR, with exclusive jurisdiction.

 


Policy Review & Compliance

This policy is reviewed annually and aligns with consumer protection regulations in the jurisdictions we serve. It does not override any statutory rights you may have under local law.


Thank you for choosing ERGO Healthtech. We value your trust, your feedback, and the opportunity to serve you with integrity.


© 2026 ERGO Healthtech Limited. All rights reserved.