After-sales service, refunds and disclaimers
Terms & Conditions, Return & Refund Policy
Last updated: November 25, 2025
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Important Notes Before Placing an Order
All CanadaHK products are shipped directly from Canada to Hong Kong. As health supplements are personal hygiene consumables , to ensure the safety of all customers, returns and exchanges are not accepted without a valid reason, except for quality issues. Please confirm your order details before payment.
1
Return & Refund Policy
1.1 Scope and Time Limit
- Applicable situations (returnable): Only applicable to "serious product quality problems" (such as bursting bottles or leakage), "wrong product sent" or "damage not caused by human error".
- Not applicable (non-refundable): Customer's personal reasons (e.g., buying the wrong model, placing a duplicate order, being dissatisfied with the taste, changing one's mind, not reading the product instructions carefully).
- Application deadline: Customers must submit a written application (Email/WhatsApp) within 7 days of receiving the package. The application must include a photo of the outer box and a close-up of the product damage . Late applications will not be accepted.
1.2 Order Cancellation and Handling Fees
- Order cancellation: Once payment is confirmed, the system will automatically send the order to our Canadian warehouse for procurement scheduling. If the order is cancelled and a refund is requested by the customer for personal reasons, and it is not due to stock shortages or incorrect shipments by our company, a 20% administrative processing fee will be deducted (to cover international transaction fees and warehousing labor costs).
- Refund time: Once approved, the refund will be returned to your original payment account (credit card/Alipay/PayMe) within 14 business days .
1.3 Freight Costs
- Our company will cover the return or reshipment costs due to product quality issues (such as damage or expiration) or incorrect shipments by us.
- Customers are responsible for the round-trip international shipping costs and related redelivery fees incurred due to their own reasons (such as incorrect address leading to return, or package being returned due to failure to pick it up on time).
2
Inspection standards and instructions for individual goods
2.1 Health food products and fragile items
- Disclaimer regarding cosmetic defects: Due to long-distance air transport (Canada ✈️ Hong Kong), the cardboard packaging may have minor dents, wear, or misaligned stickers. These are not considered defects and will not be compensated as long as they do not affect the internal seal or product quality . Perfectionists are advised to purchase with caution.
- Temperature Sensitive Notice (Important): Gummies or softgels may slightly soften or stick together due to high temperatures in Hong Kong during the summer or during transportation. This is a physical phenomenon and does not affect the efficacy of the ingredients or food safety. Returns and exchanges are not accepted. Refrigeration is recommended immediately upon receipt.
- Food Expiration Destruction: If a food order is delivered to a self-pickup point and the customer fails to pick it up within the specified period, resulting in the food expiring, our company will destroy it on behalf of the customer and will not refund any amount.
2.2 Electronic Product Maintenance
- Non-electronic products: Unless otherwise specified, ordinary household items are not covered by maintenance services. Please inspect the product upon pickup; no returns or exchanges will be accepted after you leave.
- Electronic products are generally covered by a 7-day replacement guarantee (starting from the date of receipt, excluding damage caused by human error). If you find any quality issues such as the product being unable to power on, please keep the complete packaging and email order@canadahk.com.hk for inquiries.
3
Force Majeure and Disclaimer
The following circumstances constitute grounds for exemption from liability, and the company shall not be held liable for breach of contract if they cause delays or inability to perform services:
3.1 External uncontrollable factors
- Force majeure: natural disasters (typhoons, earthquakes), war, riots, strikes, epidemics, and flight cancellations due to weather.
- Customs and Transportation: Customs returns, seizures, and inspection delays (which may lead to longer delivery times); negligence by transportation companies or airports.
3.2 Customer Responsibility
- Incorrect information: Delivery failure or loss due to incorrect delivery address, phone number, or recipient name provided by the customer.
- Unclaimed: If a shipment remains unclaimed for more than 30 days after its arrival, our company has the right to dispose of it without compensation.
3.3 Product Attribute Disclaimer
- Natural wear and tear: Natural losses caused by changes in temperature and humidity during transportation (such as chocolate melting).
- Color difference: The images on the website may differ slightly in color from the actual product due to monitor settings. The actual product shall prevail.
- Packaging Changes: The Canadian manufacturer changes the packaging design from time to time, and the old and new packaging will be shipped randomly.
4. Jurisdiction and Dispute Resolution
All disputes relating to these Terms and Services shall be governed by the laws of the Hong Kong Special Administrative Region and shall be subject to the exclusive jurisdiction of the courts of Hong Kong .
* CanadaHK reserves the right to modify these Terms at any time. Any modifications will be announced on the website without further individual notice.
