Return & Refund Policy
Thank you for shopping at ib-hk.com. Please read our Return and Refund Policy carefully before making a purchase. By placing an order for products or services on our website, you indicate your acceptance of and agreement to be bound by these terms.
1. Eligibility for Returns & Exchanges
If you receive a damaged or incorrect physical item, you must contact our customer service team within 7 calendar days of receiving the product (including Saturdays, Sundays, and public holidays) to apply for an exchange. Late requests will not be accepted.
To process your request, you must provide your original order confirmation or receipt as proof of purchase. Our customer service team may also require photos and/or videos to verify the condition of the item.
We ONLY accept returns or exchanges for the following reasons:
The product arrived damaged or defective.
The received product does not match the item you ordered (incorrect item shipped).
2. Non-Returnable & Non-Exchangeable Items
The following situations are strictly excluded from our return and exchange policy:
AI & Digital Services: Once custom AI services are provisioned, or digital goods/licenses are delivered, they are non-refundable and non-exchangeable.
The product is no longer in brand-new condition or shows signs of use.
The product has been washed with water, detergents, or cleaning agents.
The product has been damaged, stained, or rendered incomplete due to human factors after delivery.
Minor color differences between the actual product and the website photos (caused by lighting, mobile screens, or computer display settings; the actual product color prevails).
Any promotional free gifts or items obtained through the redemption of shopping credits.
Products that have already been exchanged or returned once.
Returns requested due to a change of mind.
⚠️ Note on Gifts/Credits: Free gifts and redeemed items cannot be returned, exchanged, or converted into cash or shopping credits.
3. Out-of-Stock Exchange Policy
If the approved item for exchange is out of stock, you may:
Exchange it for an alternative product of equal value.
Pay the price difference to exchange it for a higher-value product.
Exchange it for a product of lower value (please note that no refund will be provided for the price difference).
Product value is strictly calculated based on the unit price displayed on our website on the day the return/exchange application is formally submitted.
4. The Exchange Process
Submit Request: Contact us within 7 days of delivery with your proof of purchase and media evidence (photos/videos).
Return Shipping: Once your application is verified and confirmed, you must return the product to our office. The customer is responsible for all round-trip shipping costs incurred during the process. Original shipping fees are non-refundable.
Processing Time: Upon receiving and inspecting your returned item, we will arrange and complete the exchange process within 1 month (excluding Saturdays, Sundays, and public holidays).
5. Order Cancellations & Refunds
No Personal Cancellations: Once an order is confirmed and payment is verified, we do not accept cancellations or refund requests based on personal reasons or a change of mind.
Shipping Delays: Orders are generally shipped within 1 month following payment confirmation (excluding weekends and public holidays). Due to unpredictable logistics factors, refunds will not be issued for delayed shipments.
Approved Refunds: In rare instances where a refund is approved by our management, the refund will be processed and arranged within 14 working days.
Shopping Credits: Any shopping credits used on an order cannot be refunded or converted back into cash.
6. Legal & General Terms
Language Discrepancy: In the event of any discrepancy, contradiction, or ambiguity between the Traditional Chinese and English versions of this policy, the Traditional Chinese version shall prevail.
Right to Amend: I-Bridge Life reserves the right to modify, change, or update these terms and conditions at any time without prior notice. It is the customer’s responsibility to review these terms before making a purchase.
Final Decision: In the event of any dispute, we reserve the right of final decision-making authority.