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SHIPPING & RETURNS

1. Delivery

1.1 Delivery Service

  • We provide self-pick up at S.F. Stations and S.F. Lockers and to-door delivery in industrial and commercial areas as well as residential areas..

 

(*Remote area surcharge will be incurred if the delivery address is located in a remote area.)


(*The definition of remote areas and delivery surcharge are based on the S.F. Express website.)

1.2 Shipping Fee

  • Customer who spends over HK$300 (total purchase value after discount) can enjoy one free local delivery service.  (Limited to general areas)

  • Customer spends less than HK$300 (total purchase value after discount) will be delivered by SF Express and paid on delivery.   (All areas)

  • Customer who spends over HK$300 (total purchase value after discount) and with a remote delivery address will be charged a surcharge. (Limited to remote areas)


(*If it is a remote area, please select "Remote Area" at checkout and pay the relevant surcharge. If the surcharge has not been correctly selected and paid, the customer will be notified individually to settle the relevant charge. Delivery will be arranged after the payment is made.)

1.3 Delivery Time and Range

  • The logistics company delivers from Monday to Saturday. The final delivery day is determined by the actual logistics situation.

  • The following areas have restricted delivery hours, excluding public holidays: (i) Tung Chung, (ii) Ma Wan, (iii) Discovery Bay, (iv) Airport

1.4 Receiving Goods

  • The consignee’s signature is required to complete the delivery of the goods.

  • Please fill in the recipient’s name and contact number clearly in the order’s recipient column to avoid delays in delivery.

1.5 Unsuccessful Delivery/Change of Delivery Arrangements

  • If the delivery is unsuccessful, in order to deliver the goods to you as soon as possible, the deliveryman will arrange the next earliest delivery period. Please pay attention to their call at the appointed time.

  • Changes to delivery arrangement will not be accepted once the order is shipped out. If you need other assistance, please contact our customer service.

1.6 Lost Package

  • We will not be responsible for any lost or stolen packages once they have been shipped.

  • The order will be sent to the address you provided. If the address you provide during order processing is incorrect, we will not be responsible for the additional costs incurred by lost or returned packages.

1.7 Special Delivery Arrangements Due to Bad Weather or Road Conditions

  • Delivery service will be postponed when a storm signal, a red or black rainstorm warning signal is in effect or we deem the situation unsafe to deliver.


- We will contact you about the change of the delivery date.

2. About Returns, Refunds, Exchanges and After-sales Service

2.1 Return and Exchange Policy

  • In case of defective good, incomplete package, quality issues or wrong delivery after receiving the goods, please keep a photo record and email it to our customer service (royal_enquiry@wspharma.com)

  • Depending on the situation, we will replace the product or refund you within 30 days.


- After we confirm the status of the goods meets the return policy’s requirements, we will notify you of the return application status as soon as possible. Please follow our instructions to send all packaging materials, including original packaging, documents and related goods, back to us.
 

- Any request for return or exchange due to personal reasons will not be accepted. Any goods damaged due to personal reasons cannot be returned or exchanged.
*Please note: Only one return or exchange is accepted for each order.*

2.2 Return Shipping Fee

  • When you return an order with its total value less than HK$300 for any reason, the initial shipping fee you paid for it is non-refundable.

 

  • The return shipping fee for returned items is to be borne by the customer.

2.3 Refund Method and Amount Calculation

  • Once we successfully received all returned goods, our customer service officer will contact you and the refund will be issued within 30 working days (the amount is based on the price of the goods on the day of order confirmation). We will also adjust all points earned or used in your purchase.

  • Under normal circumstances, we will refund you based on the price of the product you purchased at that time.

      - If the product is purchased with a special offer, such as buy 3 get 1 free, $50 off the entire order, and other similar offers, the refund will be calculated as a percentage#

         #Refund amount = final paid amount (after discount) / original order amount (before discount) x amount of returned goods.

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