退款政策

《玩具喵退貨及退款政策》

最後更新日期：2025 年 11 月 25 日

本退貨及退款政策（下稱「本政策」）適用於 玩具喵（下稱「本店」）於本店網站及相關通訊渠道所提供之所有商品及服務。顧客於本店進行任何訂購，即代表已閱讀並同意本政策。

一、一般條款

  1. 本店之商品大部分為預購類商品，到貨及配送時間視供應及物流情況而定。

  2. 所有訂單以顧客提交訂單時之資料為準，請確保填寫內容正確。

  3. 本政策適用於所有訂單，包括預購商品及一般實體商品。

二、取消訂單與退款安排（預購商品一般不設退款）

  1. 預購商品一般不設退款或取消。

  2. 如顧客因特殊情況希望取消訂單，可於商品未出貨前向本店提出申請。

  3. 任何取消或退款申請均由本店 按個別情況酌情處理，本店保留最終決定權。

  4. 本店如批准取消訂單，退款方式可能包括：

    • 原路退款；或

    • 以商店積分形式退回由本店按實際情況決定。

  5. 訂單一經出貨（包括送往自取點）後，恕不接受任何取消、退款或更改。

三、商店積分安排

  1. 商店積分為本店提供之 酌情補償方式，並可能於特定情況下提供予顧客。

  2. 商店積分 有效期為 90 日（由發出日起計），逾期自動失效。

  3. 商店積分 不可轉讓，不可兌換現金，亦不可退回原支付方式。

  4. 商店積分可部分使用，並可用於本店之所有商品及運費。

  5. 商店積分金額由本店根據個別情況及商品價值 自行評估及決定。

四、商品損壞或瑕疵

若顧客收到之商品存在明顯損壞，請於以下程序內提出：

4.1 提交時限

  • 必須於 收件後 24 小時內 透過 WhatsApp 聯絡本店。

4.2 必須提供證明

顧客需同時提供以下資料：

  1. 完整、連續、無剪接之開箱影片（需清晰展示外箱、運單、開箱過程及受損情況）

  2. 清晰受損照片

4.3 處理安排

  • 本店會按實際情況提供 商店積分形式之補償。

  • 補償金額由本店評估後作最終決定。

  • 若僅外包裝受損而商品本體正常，本店可按情況提供 小額禮貌性補償。

五、配送方式與運費

5.1 配送方式

顧客可選擇以下方式取件：

  1. EASY TRADE免費自取
    旺角上海街426號 萬事昌商業中心19樓全層

  2. 順豐速運寄送（顧客自付運費）

5.2 運費收取

  • 運費僅於商品準備寄送時收取。

  • 顧客選擇自取則不會產生運費。

5.3 合併出貨

  • 本店會視不同商品之到貨時間 酌情安排合併或分開出貨。

  • 本店保留最終出貨安排之決定權。

六、物流遺失或配送問題

6.1 快遞遺失

如物流公司出現遺失情況，本店將：

  1. 先按快遞公司調查程序處理；

  2. 調查無果時，由本店按個案提供：

    • 補寄替代商品（如有庫存）；或

    • 商店積分補償
      具體方式由本店決定。

6.2 因顧客原因配送失敗

包括但不限於：

  • 地址填寫錯誤

  • 未能於時限內於快遞點取件

  • 多次派送失敗

則：

  • 顧客需 支付重新寄送費用

  • 本店不承擔任何損壞或延誤責任

七、自取時限與棄領條款

  1. 商品送抵 EASY TRADE 自取點後，本店會通知顧客可到店取貨。

  2. 顧客需於 商品到達自取點後 14 天內 完成取件。

  3. 若超過 14 天仍未取件，商品將被視為 棄領：

    • 顧客將失去領取該商品之權利

    • 本店不會提供任何退款或補償

    • 不設例外

八、最終決定權

本店保留就退款、商品補償、訂單取消、運費收取及本政策所有條款之最終解釋及決定權。

Neko Toys – Return & Refund Policy

Last Updated: 25th November, 2025

This Return & Refund Policy (“Policy”) applies to all products and services offered by Neko Toys (“the Store”) through our website and related communication channels. By placing an order with the Store, customers acknowledge and agree to be bound by this Policy.

1. General Terms

  1. Most products offered by the Store are pre-order items, and delivery schedules depend on supplier availability and logistics conditions.
  2. All orders are processed based on the information submitted by customers at the time of purchase. Please ensure all details provided are accurate.
  3. This Policy applies to all orders, including pre-order and in-stock physical products.

2. Order Cancellation & Refunds (Pre-order items are generally non-refundable)

  1. Pre-order items are generally non-refundable and cannot be cancelled.
  2. If a customer wishes to cancel an order due to special circumstances, they may submit a request before the order has been shipped.
  3. Any cancellation or refund request will be handled at the Store’s sole discretion on a case-by-case basis.
  4. If a cancellation request is approved by the Store, the refund method may include:
    • Refund to the original payment method; or
    • Store credit issued by the Store
      The Store will determine the appropriate method based on the situation.
  5. Once an order has been shipped (including items delivered to the pickup point), no cancellation, refund, or change will be accepted.

3. Store Credit

  1. Store credit is provided at the Store’s discretion and may be offered under certain circumstances as a form of compensation.
  2. Store credit is valid for 90 days from the date of issuance.
  3. Store credit is non-transferable, non-refundable, and cannot be exchanged for cash or returned to the original payment method.
  4. Store credit may be used partially and can be applied to all items and shipping fees offered by the Store.
  5. The amount of store credit issued will be assessed and determined solely by the Store based on product value and circumstances.

4. Damaged or Defective Products

If a product is received with significant damage, customers must follow the steps below:

4.1 Reporting Window

  • Customers must notify the Store via WhatsApp within 24 hours of receiving the item.

4.2 Required Evidence

Customers must provide both:

  1. A full, continuous, unedited unboxing video clearly showing the outer packaging, shipping label, unboxing process, and the damaged area;
  2. Clear photos of the damage.

4.3 Resolution

  • The Store will provide store credit compensation based on the actual condition of the item.
  • Compensation amount will be determined solely by the Store.
  • If only the packaging is damaged but the product remains intact, the Store may, at its discretion, offer minor goodwill credit.

5. Delivery Methods & Shipping Fees

5.1 Delivery Options

Customers may choose one of the following:

  1. Free self-pickup at EASY TRADE

    Address: 19/F, Man Shing Commercial Building, 426 Shanghai Street, Mong Kok

  2. SF Express (courier delivery) with shipping fees paid by the customer

5.2 Shipping Fee Policy

  • Shipping fees are collected only when the item is ready to be shipped.

  • No shipping fee applies to self-pickup orders.

5.3 Combined Shipping

  • The Store may combine shipments or split them depending on product arrival times.

  • The Store reserves the right to make the final shipping arrangement.

6. Lost Parcels & Delivery Issues

6.1 Lost Parcels via Courier

If the courier reports a lost parcel, the Store will:

  1. Follow the courier’s investigation process; and

  2. If unresolved, provide one of the following, depending on availability:

    • A replacement product (if stock is available); or

    • Store credit compensation

      The final method will be determined case-by-case by the Store.

6.2 Delivery Failure Due to Customer Issues

Including but not limited to:

  • Incorrect address

  • Failure to collect from courier pickup point

  • Multiple failed delivery attempts

In such cases:

  • The customer must pay for any re-delivery fees

  • The Store will not be responsible for damage, delays, or loss resulting from these situations

7. Self-Pickup Rules & Forfeiture

  1. Once the product arrives at the EASY TRADE pickup location, the Store will notify the customer accordingly.
  2. Customers must pick up their items within 14 days from the date the item arrives at the pickup point.
  3. If the customer fails to collect the item within the 14-day period:
    • The item will be considered forfeited
    • The customer will lose the right to claim the item
    • No refund, replacement, or store credit will be provided
    • No exceptions will be made

8. Final Decision Rights

The Store reserves the right to make the final interpretation, adjustment, and decision regarding all matters related to refunds, cancellations, product compensation, shipping arrangements, and all terms contained in this Policy.