Thank you for shopping at the ALPAKA Hong Kong official website (www.alpakagear.hk). To protect the rights of both parties, please inspect your products immediately upon receipt. Our return and exchange terms are as follows:

1. No Seven-Day Inspection Period

Our company does not offer a seven-day unconditional return or inspection period. Once payment is confirmed, orders cannot be returned or exchanged for reasons such as personal preference, color discrepancy, incorrect sizing, or unmet expectations, except in cases of product manufacturing defects or stock shortages.

2. Exchange Application Timeline and Conditions

If a product is found to be damaged or has quality issues, please contact our customer service within 7 days of receipt (including public holidays).

• Overdue Applications: Requests made after the 7-day period will be considered past the inspection window and will not be accepted.
• Original Packaging: Products for exchange must be in brand-new condition with complete packaging (including the product itself, all tags, accessories, warranty cards, manuals, and original packaging bags/boxes). If any items are missing, damaged, or soiled, the company reserves the right to refuse the exchange or charge a restoration fee.
• Exchange Limitations: Each item is eligible for exchange only once. If the product is discontinued or out of stock, we will arrange an exchange for a product of equal value or issue a refund (minus applicable fees).
• Man-made Damage: Damage caused by improper use, negligence, accidents, normal wear and tear, unauthorized disassembly, or improper storage environments is not covered under the exchange or warranty policy.

3. Non-Returnable and Non-Exchangeable Circumstances

Returns or exchanges will not be accepted under the following conditions:

• Personal Items: For hygiene reasons, personal items (such as undergarments, masks, etc.) that have been opened or used.
• Man-made Damage: Malfunctions, damage, scratches, or stains caused by improper use, negligence, accidents, unauthorized disassembly, or poor storage.
• Sale Items: Products marked as "Final Sale," Outlet items, or promotional gifts (except for functional failures in electronic products).
• Color Discrepancy and Expectations: Product images are for reference only. Slight color variations due to monitor settings or minor updates to official specifications are not considered quality issues.

4. Refund Information

• Principle: Confirmed orders cannot be canceled due to ordering errors or personal reasons. Refunds are only issued for stock shortages or irreparable manufacturing defects.
• Refund Method: Refunds will be issued via the original payment method (e.g., Credit Card, PayPal, PayMe). Processing typically takes 5–7 business days. Please note that credit card/third-party platform transaction fees and original shipping costs are non-refundable.
• Shipping Costs: All shipping fees (including original delivery and return shipping) are non-refundable.
• Duties and Taxes: Any customs duties, import taxes, or local government fees incurred are the responsibility of the customer and will not be reimbursed.
• Refused Parcels: If a parcel is returned because the customer refused to pay customs duties or rejected the delivery, the resulting two-way shipping costs and administrative fees will be deducted from the refund.

5. Shipping Expenses

• Quality Issues: If a product is confirmed to have a manufacturing defect, the company will cover the return shipping costs.
• Warranty Repairs: For products under warranty requiring repair, the customer is responsible for all round-trip shipping costs and related surcharges.

6. Application Process

To apply for after-sales service, you must contact customer service first. Parcels returned without prior authorization will not be processed.

• Email: cs@alpakagear.hk
• Required Information: Order number, description of the issue, and relevant photos/videos.

In the event of any dispute, ALPAKA Hong Kong (ProductPro) reserves the right of final decision.