Return Policy

Dear customers:
In order to ensure that your shopping experience at ORCA SKINCARE is pleasant and worry-free, we have developed a detailed and transparent return policy.
We promise to do our best to meet your needs and ensure that your rights are fully protected. The following are the details of our return policy:

Scope of application
This policy applies to all products purchased on the ORCA SKINCARE website, but does not include the following situations:
1) Damage to the product caused by improper personal use or poor storage.
2) The product packaging has been opened and cannot be restored to its original state. (Unless there is a quality problem with the product)
3) Products that have exceeded the return and exchange period. (Within 7 days from the date of receipt)

Return and exchange conditions
Quality issues: If the goods you received have quality issues, such as damage, deterioration, expiration, etc., we will unconditionally accept returns and exchanges.
Wrong goods: If we send you a product that does not match your order due to an operational error, we will replace it with the correct product or refund you.
Allergy issues: If you have an allergic reaction after using our products and can provide valid medical certificates, we will process returns or exchanges for you. But please note that we cannot assume full responsibility for allergic reactions caused by individual physical differences. We recommend that you conduct a skin test before purchase.

If the above issues are not involved, the product will not be returned or exchanged.

Return and Exchange Process
For products that meet the return/exchange conditions, please be sure to contact the customer service center within 7 days from the date of receipt and provide the following relevant information. We will confirm and process it for you as soon as possible.

Please provide the following information for customer service staff to review:
1. Order number:
2. Orderer name:
3. Product name and quantity for return/exchange:
4. Reason for return/exchange:
5. Return/exchange delivery address, contact number, contact person name:
6. Whether the product has been opened:
7. Please provide product photos so that customer service staff can confirm the integrity of the product

Customer service Whatsapp: +852 9189 3087
Email: haja.hk.store@gmail.com
Or you can leave a message directly in the order communication column

Reminders
Please ensure that the product is well packaged before sending the product, and keep the logistics order number properly so that we can track the logistics information.
If the product is damaged or lost due to your personal reasons, we will not be able to process returns or exchanges for you.
We reserve the right to conduct a final review of the return or exchange application and make a decision based on the actual situation.

Thank you for your trust and support of ORCA SKINCARE!
We will continue to work hard to improve our service quality and bring you a better shopping experience!