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Refund policy

AB￣BC (“the Shop”) is committed to providing quality products and a reliable shopping experience. The following policy sets out our arrangements for returns, exchanges and refunds.

All requests will be reviewed based on the circumstances and the conditions outlined below.

1. Defective, Damaged or Incorrectly Delivered Products

If you receive a product that is defective, damaged, contaminated, or different from what you ordered, we may arrange a return, exchange or refund, depending on the circumstances.

Eligible situations include, but are not limited to:

  • Product leakage

  • Severely damaged, crushed or deformed packaging

  • Obvious damage or contamination of the product

  • Receipt of an item different from the one ordered

  • A product that materially differs from its description on our website

Conditions:

  • Please contact us within 7 days from the date of delivery

  • We may ask you to provide photographs of the product, packaging and affected area for verification

  • Where the issue is caused by a product defect, damage or incorrect delivery, reasonable return or exchange shipping costs will be covered by the Shop

  • If an exchange cannot be arranged due to stock availability, we may provide a refund instead

※ Requests submitted after the above period will be considered on a case-by-case basis.

2. Returns or Exchanges Due to Change of Mind

Except where a product is defective, damaged, incorrectly delivered or materially differs from its description, we generally do not accept returns or exchanges due to change of mind or personal preference.

Non-eligible situations generally include:

  • The scent, texture, colour, feel or performance of the product does not meet personal expectations

  • The customer ordered the incorrect product, quantity or variation

  • The product has been opened or used

  • The product has been damaged or soiled after delivery due to improper use, storage or other circumstances not caused by the Shop

  • The request is submitted more than 7 days after delivery

※ Where the request is based solely on personal preference or change of mind, the Shop reserves the right not to accept a return or exchange even if the product is unopened and unused.

3. Refunds

Where a refund request is approved, the refund will generally be processed after the returned product has been received and its condition has been confirmed.

Refunds will be processed according to the original payment method or as otherwise appropriate:

  • Credit card payments: Refunds will be issued to the original payment card. The time required for the refund to appear will depend on the relevant card issuer or financial institution

  • Bank transfers: Refunds will be transferred to the nominated bank account

  • Other payment methods: Refunds will be processed in accordance with the relevant payment service provider’s procedures

※ Refund processing times may vary depending on the payment method, financial institution or payment service provider.
※ Where a refund is not caused by a product defect, incorrect delivery or an error by the Shop, any applicable bank or transfer fees may be borne by the customer.
※ Where the refund results from an error or issue attributable to the Shop, no refund processing fee will be charged to the customer.

4. How to Request a Return, Exchange or Refund

If you would like to request a return, exchange or refund, please contact us by email before returning any product and provide the following information:

Required information:

  • Order number

  • Name of the person who placed the order

  • Product name

  • Details of the issue, such as a defect, damage or incorrect delivery

  • Photographs of the product and packaging, where applicable

  • Your preferred resolution, such as a return, exchange or refund

Contact:
Email: support@abandbc.com

Customer Service Hours:
Monday to Friday, 10:00 AM to 6:00 PM (Hong Kong Time)
Closed on Saturdays, Sundays and Hong Kong public holidays

We generally respond within 3 business days.

Inquiries received outside business hours will be handled from the next business day.

※ All return and exchange requests must be submitted to us and confirmed in advance. Please do not send any product back without prior confirmation.

5. Important Information

  • If you experience skin irritation, discomfort or any other unusual reaction after using a product, discontinue use immediately and seek advice from a medical professional where appropriate.

  • Differences in product experience or results arising from individual skin type, hair type, physical condition, method of use, environment or personal preference generally do not qualify for a return, exchange or refund, unless the product itself is defective, damaged or materially differs from its description.

  • Products returned without prior contact and confirmation may not be accepted.

  • Customers are responsible for using and storing products in accordance with product labels and any applicable usage instructions.

  • If we have reasonable grounds to suspect fraud, abuse of this policy, improper return activity or other malicious conduct, the Shop reserves the right to refuse the relevant request and future transactions.

  • Nothing in this policy is intended to limit any rights you may have under applicable law.

6. Changes to This Policy

We may update or amend this Return & Refund Policy from time to time for legal, regulatory, operational or other reasonable business purposes.

Any revised version will be published on our official website, and the latest version displayed on the website will apply.