Refund & return policy

Return, Exchange and Refund Policy (Governed by Hong Kong Law)

Thank you for shopping at mizalonal.com. All transactions, return, exchange and refund arrangements are governed by the Sale of Goods Ordinance (Cap. 26) of the Laws of Hong Kong and applicable Hong Kong consumer protection laws. This policy sets out clear, legally compliant terms for all post-purchase remedies, distinguishing between voluntary merchant return arrangements and statutory consumer rights under Hong Kong law.
Under Hong Kong law, consumers do not have a statutory right to return goods due to change of mind. Remedies including refund, exchange and replacement are only legally mandated for goods that are defective, not of satisfactory quality, unfit for purpose, or not conforming to product description. All discretionary return services offered by us are additional voluntary arrangements supplementary to statutory rights.

1. Return & Exchange Time Frame

We provide a 30-calendar-day voluntary return and exchange window commencing on the date the customer receives the ordered goods.
Any return or exchange request submitted after the 30-day period will not be accepted under our voluntary service arrangement. Notwithstanding the above, customers retain statutory rights under the Sale of Goods Ordinance (Cap. 26) to claim remedies for non-compliant goods within a reasonable inspection period as required by Hong Kong law.

2. Valid Return Conditions

All returns under our voluntary arrangement must satisfy the following conditions:
  • The goods are unused, unaltered, intact, and kept in original factory condition with complete original packaging, labels, accessories and documents;
  • The goods are resalable and free from artificial damage, wear and tear, or personal modification;
  • Valid proof of purchase (including order confirmation, transaction record or official receipt) must be provided for verification.
Goods damaged, altered, incomplete, or non-resalable are not eligible for voluntary return or exchange. For goods that fail to meet satisfactory quality, fitness for purpose or product description standards stipulated under the Sale of Goods Ordinance (Cap. 26), customers may lodge statutory remedy claims regardless of the above resale conditions, subject to legal verification.

3. Official Return Application Procedure

All return and exchange requests must be initiated via official email application. Customers shall send an email to support@mizalonal.com with complete information including order number, detailed return/exchange reason, and clear photos or videos evidencing product condition.
Our customer service team will review the application and issue official return instructions upon approval. Goods returned without prior written approval and official return instructions will not be processed or accepted. This procedure does not affect customers’ statutory rights to report defective or non-compliant goods under Hong Kong law.

4. Return Shipping Cost Allocation (Hong Kong Law Compliant)

  • Customer-initiated voluntary returns (change of mind / personal preference): The customer shall bear all return shipping fees, courier charges and related handling fees, which are determined by the customer’s selected courier service.
  • Merchant liability returns (statutory non-compliance): Where goods are damaged, defective, incorrect, or inconsistent with product description attributable to our error, return shipping fees and related costs shall be fully borne by us in accordance with Hong Kong legal requirements.

5. Damaged & Defective Goods Claims

Customers shall inspect the goods promptly upon delivery in compliance with the reasonable inspection requirement under the Sale of Goods Ordinance (Cap. 26). For goods damaged in transit or with factory defects, customers must submit formal claim applications with supporting photos and videos to our official email within 24 hours of receiving the goods.
Failure to submit evidence within the prescribed time limit will result in invalidation of the damage claim. Verified damaged or defective goods shall entitle customers to statutory remedies including refund, replacement or repair as stipulated by Hong Kong law.

6. Exchange Arrangements

Customers who require product exchange must clearly state the exchange request and target product specifications when submitting the return application. All exchange services are subject to real-time product availability.
In cases where the required product is out of stock or unavailable, we reserve the right to offer a full or partial refund as an alternative remedy, which complies with Hong Kong contract and consumer protection principles.

7. Order Cancellation Terms

All confirmed orders trigger immediate internal processing and logistics arrangement. Therefore, orders are non-cancellable upon confirmation under our commercial arrangement.
If customers have any enquiries or special requests regarding confirmed orders, please contact our customer service team with complete order details for assessment. This clause does not override customers’ statutory rights to reject non-compliant goods under the Sale of Goods Ordinance (Cap. 26).

8. Incorrect Goods Delivery Remedies

In the event of incorrect product delivery attributable to our error (goods inconsistent with customer’s order), customers may choose one of the following two statutory-compliant remedies:
  • Retain the delivered goods and apply for a reasonable partial refund determined based on product value difference; or
  • Return the incorrect goods in accordance with official procedures to obtain the correct product replacement or full refund.
Replacement or full refund will be processed promptly after we receive and verify the returned incorrect goods, fully complying with Hong Kong contractual remedy rules.

9. Refund Processing Rules

After receiving and inspecting the returned goods to confirm compliance with return conditions or statutory remedy requirements, we will notify the customer of the review result.
For all approved refunds, the fund will be credited to the customer’s original payment channel within 5–7 business days. Please note that banks, card issuers or third-party payment platforms may require additional independent processing time, which is beyond our control.
If the approved refund is not received after 7 consecutive business days, customers may contact our official email for follow-up investigation.

10. Governing Law & Jurisdiction

This Return, Exchange and Refund Policy and all related sales contracts shall be governed by the laws of the Hong Kong Special Administrative Region. Any disputes arising from or in connection with this policy shall be subject to the exclusive jurisdiction of the courts of Hong Kong.

Company Official Information

Company Name: JARRETT TRADING CO., LIMITED
Company Address: RM 9042, 9/F, BLK B CHUNG MEI, CTR 15-17 HING YIP ST KWUN TONG, HONG KONG
Official Service Email: support@mizalonal.com

We prioritise customer satisfaction and comply fully with Hong Kong commercial and consumer laws. For any enquiries or disputes, please contact our official customer service team for formal resolution.